supervisors...grrrrrrr......
Have you ever noticed that alot of the time the people who are on the floor to "help" don't?...Had a woman call in disputing her bills...she migrated to the cingular side last month. I tried to explain to her that the bill she got from out(ATT) side was the final days of service. She of course didn't belive me. She demanded a supervisoer. So i put her on hold and stood up with my hand in the aire...waiting...waiting...waiting for someone to come and ask me what was going on. As I stood there waiting I noticed a group of floor suport hanging out together and talking and laughing...I looked around and saw alot of hands in the aire. One of the floor suport looked at me..I know she saw my hand...What did she do? turned away amd kept talking to t...
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Report floor support to higher managers. Don't worry about being a whistle blower, you are part of Cingular now, open door policy. And if you're contracted out, I'm sure there is always someone higher to go to.
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I agree... If a manager pisses me off, you better believe that I am telling the personel manager. Nobody messes with her, especially since she is the VP's mother!
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luckily all of our supervisors are pretty helpful. we also have "team leaders", one of which is my half brother so most people just go to him for answers since he usually knows more than the sups do.
xoxo
xoxo
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wow, we use to have that problem having to track down a manager to come to your desk . O r a so called manager (that is just a rep taking escalations that day)Anyway now we have an escalation line we transfer all customers to this extension to speak with another rep, oops I mean a "manager"
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i'm the original Liam. 😉 and it's a pain to try to explain that to people over the phone since everyone is always like "lee anne? leo? leon? i don't understand..."
it was funny at first. but definitely not anymore.
xoxo
it was funny at first. but definitely not anymore.
xoxo
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WOW I have the same problem, well not that wow, I am called Leon, Bill, William, Will, Jack once... 🙄
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wow does my spelling ever suck..LOL that will teach me to use a spell check
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Heh, when our floor support lags around, everybody around the person whose hand is up starts putting mute on and saying "hand, hand, HAND" until it becomes impossible for them to ignore the noise and they break up the party to answer the question... it doesn't take long to train 'em, and if management hears the HAND chorus too often the team leads start getting evil emails... 😉
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Thatwould be crazy because thats the last name of my supervisor... my bad, "team manager". Thats their new name 🙄
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Aleq said:Oh, that's diabolical. Personally, I'm a screamer. If I don't get the recognition/help I need when I ask politely for it...you'd better be ready for one angry SOB.
Heh, when our floor support lags around, everybody around the person whose hand is up starts putting mute on and saying "hand, hand, HAND" until it becomes impossible for them to ignore the noise and they break up the party to answer the question... it doesn't take long to train 'em, and if management hears the HAND chorus too often the team leads start getting evil emails... 😉
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muchdrama said:Aleq said:Oh, that's diabolical. Personally, I'm a screamer. If I don't get the recognition/help I need when I ask politely for it...you'd better be ready for one angry SOB.
Heh, when our floor support lags around, everybody around the person whose hand is up starts putting mute on and saying "hand, hand, HAND" until it becomes impossible for them to ignore the noise and they break up the party to answer the question... it doesn't take long to train 'em, and if management hears the HAND chorus too often the team leads start getting evil emails... 😉
Gosh, I would never in a million years have thought that of you! I'm shocked, I tell you, shocked and appa...
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you should do what i do i get up form my desk and go to where the group is and and say can someone help me or do i have to go to the manger for help. then they will listen
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Ya I've seen this happen at my center too.(In the past. Its gotten alot better now)
What I do to get around this is I spend time befriending the floor support(Chatting with them during my breaks)
I never really have any trouble getting help now. Unless it's really really really busy!
I actually pick and choose which floor support rep I'll get help from since I know which ones will help me and which ones don't know anything 🙂
What I do to get around this is I spend time befriending the floor support(Chatting with them during my breaks)
I never really have any trouble getting help now. Unless it's really really really busy!
I actually pick and choose which floor support rep I'll get help from since I know which ones will help me and which ones don't know anything 🙂
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I can't belive you actually admitted you got a call like that escallated. They probably didn't come because it's probably not the first time you got an escallation like that.
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VOLVORacr said:
I can't belive you actually admitted you got a call like that escallated. They probably didn't come because it's probably not the first time you got an escallation like that.
I'm going to assume that this is in responce to cingularbentmeover's post and not mine....
But if a cust requests a Sup/Manager or someone higher we have no choice but escalate the call to Floor Support. No matter how stupid the escalation is. What would you have us do? Ignore the cust request for a sup and just repeat your self? Or hang up on the cust?
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Yup. We can try to de-escalate by telling them we can help them but if they don't want us they want someone higher we have no choice but to get someone for them.
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Yes, I was a replying to the original post. You can always deescalate. I would of told the customer forcefully but respectfully that I cannot see the bill so there is no reason to get a supervisor. And repeated it until they heard what I was saying, sometimes repetition is the only way to get someone to hear what you are saying.
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So a de esclulation is more important to you than getting the custermer the help that they want. I explained to the custermer that what the supervisor was going to tell her was the same thing that I already had. THAT IT WAS A FINAL BILL. She didnt care...she wanted a supervisor. That made it MY job then to get her one. Or would you continue to lie to her until sje hung up so YOU didnt look so bad...just so that she could/would call right back in and become a esculation right away...God thats sad....I can see that you REALLY care about providing good custermer care ....Hope I NEVER get you on the phone
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If I as a customer request a supervisor, you better not attempt to forcefuly to anything BUT get the sup, its reps like you that cause me to be enterprising and call the COO of Cingular at home, which I did, and he said he appreciated it
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bmustang said:
its reps like you that cause me to be enterprising and call the COO of Cingular at home, which I did, and he said he appreciated it
Somehow im thinking that was sarcasm....
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Im sorry I just can't see him "appreciating" a whiny customer calling him AT HOME. If you want to complain do it through the right/business like/respectful way. Go through the chain of comand. Don't bug someone at home when they are spending time with thier families etc.
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Shayby said:
Im sorry I just can't see him "appreciating" a whiny customer calling him AT HOME. If you want to complain do it through the right/business like/respectful way. Go through the chain of comand. Don't bug someone at home when they are spending time with thier families etc.
well you should call him then, because he unlike most of the petty low paid sups, has a desire to not see the name of the company he works for tarnished, as i told him the milliosn spent on advertsing are flushed down the drain by reps/ sups that dont want to do thier JOBS, the right/ business like/ respoectful way would have been for the rep/sup/mgr/dmgr to uphold thier word, chain of command huh, why should I when the empl...
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First of all, IF it really happened which I seriously doubt because people that high up don't know how to use the systems. Second, what issue did you feel the need to go to someone that high up and bug them at home. Oh and by the way, at least in MY call center, we do our jobs or we are out on our butts. And obviously, with the attitude you have I would say you probably were as rude to the rep you spoke to on the phone as you have been since your first post on this thread!
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Shayby said:
First of all, IF it really happened which I seriously doubt because people that high up don't know how to use the systems. Second, what issue did you feel the need to go to someone that high up and bug them at home. Oh and by the way, at least in MY call center, we do our jobs or we are out on our butts. And obviously, with the attitude you have I would say you probably were as rude to the rep you spoke to on the phone as you have been since your first post on this thread!
If you are really a call ctr employee, hmmm higher ups cant use systems, hmmmm sour grapes? .....I giveth what I receiveth
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bmustang said:
If you are really a call ctr employee, hmmm higher ups cant use systems, hmmmm sour grapes?
It's true, the higher up in the food chain you go, the less people know about the systems. That's because they don't deal with them on a day to day basis. They hire others to do that kind of grunt work. It is possible that you did get what you asked for, but he himself probably didn't do it. He called someone else and had them handle it. And, well, if I was having someone bother me at home and I was that high up, I probably would have said/done anything to get you to leave me alone and not call again. That really isn't his job. As I stated earlier, that's what they hire us for.
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