Tell me if im wrong...
A customer came in a little while ago and wanted to know about setting up a new line in her husbands name. She is an authorised user, therefore i check the plan to make sure. The # of lines and rate plan/technology types were correct so i tell her, "sure we can add another line, but your husband has to be here since its in HIS name."
She then gets furious and demands why she cant. I told her that its not HER social security # that is on the phones, therefore the husband would have to be present in the store to sign the contract. Then she swears up and down that she added the previous 2 lines onto the one she had w/out him in the store. I had to tell her im sorry m'am but i cant do it w/out him in the store. She ended up storming out of the ...
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She then gets furious and demands why she cant. I told her that its not HER social security # that is on the phones, therefore the husband would have to be present in the store to sign the contract. Then she swears up and down that she added the previous 2 lines onto the one she had w/out him in the store. I had to tell her im sorry m'am but i cant do it w/out him in the store. She ended up storming out of the ...
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Hell no. That's one crazy woman you had to deal with. Why would she go to Bellsouth like she said though? That's a bit confusing to me! lol
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Well, bellsouth sells cingular since the early merge of bellsouth and SBC. But it bugs me because it was a new contract, which i didnt wanna lose but i love my job. âšī¸
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I would have activated her. If she is an authorized user, my agent owner allows us to do so, without the primary being there. I always call to confirm. Authorized users have full access to the account through customer service, so I can't see how this would be different. But every agent has his or her different rules.
On the flip side, adding that line is NOT worth getting fired. You know it is going to be a good day today when you already get yelled at before 10am. Keep your head up.
Will
On the flip side, adding that line is NOT worth getting fired. You know it is going to be a good day today when you already get yelled at before 10am. Keep your head up.
Will
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Well, i thought of that, but she kept "dancin" around that by sayin her husband was a truck driver on the road. So the call didnt happen because he "was on the road".
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BIG NO-NO... An authorized user has either mobile level access, account level access, or full access, with either information only or update allowed... That means that they can do what they want to the existing numbers... Because of the "technical" credit check ran on the new line you are not supposed to do it without the account holder there unless they have POA papers.
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The credit ran on the account is based on existing service, not on his credit worthiness. So if she has "full access" to the account, then she should be able to add the line w/o her husband.
Now if this was a new account, based on his credit, then no the sale should not be made.
I guess this "grey area"?
Will
Now if this was a new account, based on his credit, then no the sale should not be made.
I guess this "grey area"?
Will
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In the COR stores we are told that you can only add line with the account holder there (no authorized users only) or someone with POA paperwork. I would assume that it is the same at agent locations.
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I think you were absolutely correct. Just because someone else risked their job by not following policy doesn't mean that you should. Ask the customer how she would feel if someone else claiming to be her had called in wanting to set up another account, if they had the correct information from identity theft, and you had let them sign up. that's why these policies are in place.
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BamaAgent said:...
A customer came in a little while ago and wanted to know about setting up a new line in her husbands name. She is an authorised user, therefore i check the plan to make sure. The # of lines and rate plan/technology types were correct so i tell her, "sure we can add another line, but your husband has to be here since its in HIS name."
She then gets furious and demands why she cant. I told her that its not HER social security # that is on the phones, therefore the husband would have to be present in the store to sign the contract. Then she swears up and down that she added the previous 2 lines onto the one she had w/out him in the store. I had to tell her im sorry m'am but i cant do it w/out him in the stor
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Well, you never know (in today's world) what is going on in a person's home. They could have been separated or something and the guy forget to take her off of his account or something. The owner here says not to do ANY NEW lines at all unless the person is there or we know them personally and can vouch for them. That is the ONLY exceptions unless we can get the real person on the phone and talk to them and verify its them and its ok. (holy run on sentence batman)
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ok this is why authorized dealers suck ! you cant add a line without the account holder in the store .......... you never break this rule but MOST authorized dealers are greedy people and do not follow the rules . I commend you for not adding the line to the account and the reason she said she would go to bellsouth is because they do not require any information From the account holder at all which results in alot of problems with us eating the cost of the phones.SO IN THE FUTURE DO NOT ADDLINES TO AUTHORIZED USERS BEACUSE BOTTOM LINE THEY DO NOT BEAR THE RESPONSABILITY FOR THE FINCIAL BURDEN !
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I work for an authorized dealer and would never ever add a line without the account owner present.
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