Newly proposed ESCALATION FEE
This was posted by Tail in the Cingular/AT&T forum:
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Tail said:...
Here is the end-all be-all de-escalation tactic. If a customer wishes to escalate we advise them there is a fee (could be $10, $25, etc.) to escalate this issue to a supervisor/manager. If the sup sides with the customer at the end of the dispute the fee is credited back. If the sup sides with the rep, the fee of course would stand. Then if the customer wishes to escalate yet again past the sup, the fee would increase each time for how high the issue gets. (Example being the issue escalating to the Office of the President being a charge of $10,000)
Not only that, but the individual from management that takes the call would get a small percentage of the
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i think it a good idea but i still think the prices are a little steep. lets make it $5 then $10 then $15 then $20 etc....
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I have a good friend that has an ATnT Go Phone, and she is so funny sometimes...I'm not meaning to sound predjudice, but I have to say it just for the humor aspect, but she's a "mad black woman" sometimes and get's that ghetto shanainai attitude ...I had the pleasure of hanging out with her one time and she had to call cust care, and she just went off it was hilarious!
Something about her balance went down below $5 and so she called in and added $30 and the phone was on for like 10 minutes, and then gave her that message again, and they told her she needed to make another payment, so she went nutz, and aparently the rep was giving her a hard time about it, so she asked to speak with a supervisor, and the rep asked why she wanted to escal...
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Something about her balance went down below $5 and so she called in and added $30 and the phone was on for like 10 minutes, and then gave her that message again, and they told her she needed to make another payment, so she went nutz, and aparently the rep was giving her a hard time about it, so she asked to speak with a supervisor, and the rep asked why she wanted to escal...
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Shayby said:
Start a petition!!! I think this is great
agreed!!!!!!!!!!!!!!!!!
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This is the stupidest thing I have ever heard of. A customer having to pay to get thier issues resolved??? C'mon. I know there are some dumb customers out there. But you have to remember, without these customers, you don't have a job.
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I would love to see the press get a hold of that idea...LOL
Cingular would further prove their worth at the bottom of the CS barrel
Cingular would further prove their worth at the bottom of the CS barrel
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smd said:
this is about the dumbest idea i have ever heard, and that is just sad.
If thats the stupidest idea you've heard, I have a business proposition for you:
Soup sandwiches! They'll be a hit at $2.99 each. They go great with fried popsicles and a refreshing glass of powder milk. We'll charge for the water. C'mon.... it'll be great!!
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Nice try smart a$$. This has already been done (well, the closest thing you can do to a soup sandwich) by an organization called Panera Bread. They will serve you soup in an edible bread bowl, thus resembling a soup sandwich.
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If you take too long to finish the soup, does the bread get soggy and fall apart?
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its not making the customer pay to get there issue resolved???? if there is a real issue the customer will get a credit back for the charges or esclation fee.... and if there just lying or not wanting to pay it then they should have to pay the fee!!!
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I am quite familiar with Panera Bread. In fact I eat there a few times a month. In response to your comment, if it is a bread bowl, how is it a sandwich. Let us consult Webster for the definition of a sandwich:
Two or more slices of bread with a filling such as meat or cheese placed between them.
A partly split long or round roll containing a filling.
One slice of bread covered with a filling.
Therefore, a bread bowl is fashioned to resemble a bowl which is:
A hemispherical vessel, wider than it is deep, used for holding food or fluids
Now, a soup pita could be considered a sandwich, but not a bowl. That being the case, no one actually has a soup sandwich.
Thanks for playing 😁
Your prize is a nice,...
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Two or more slices of bread with a filling such as meat or cheese placed between them.
A partly split long or round roll containing a filling.
One slice of bread covered with a filling.
Therefore, a bread bowl is fashioned to resemble a bowl which is:
A hemispherical vessel, wider than it is deep, used for holding food or fluids
Now, a soup pita could be considered a sandwich, but not a bowl. That being the case, no one actually has a soup sandwich.
Thanks for playing 😁
Your prize is a nice,...
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lexical said:...
I am quite familiar with Panera Bread. In fact I eat there a few times a month. In response to your comment, if it is a bread bowl, how is it a sandwich. Let us consult Webster for the definition of a sandwich:
Two or more slices of bread with a filling such as meat or cheese placed between them.
A partly split long or round roll containing a filling.
One slice of bread covered with a filling.
Therefore, a bread bowl is fashioned to resemble a bowl which is:
A hemispherical vessel, wider than it is deep, used for holding food or fluids
Now, a soup pita could be considered a sandwich, but not a bowl. That being the case, no one actually has a soup sandwich.
Thanks for p
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Freedom fries are overated... too much transfat and sodium. Give me some dictator-tots instead. 😁
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How about oligarchy onion rings? Or a nice slice of Kakocracy Kake? We have tons of it here in the US... 🙄
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i partially totally agree.. i mean its kinda humourus from a rep side to see that but i mean yes to messed up to make a customer pay to get there issue resolved... however customers also need to realize that just becasue they escalate to a supervisor doesnt mean they can get anything they want
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That is why this isn't the solution. There has to be some other way to get the point across without this bs.
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yes -- there is a way to get it across:
have the customer service resp w=do their job right on the first rounfd -- by culling ou tthe inept and then actually giving the skilled ones both accurate information (this seems to be lacking all the way up and down the cingular feeding chart) and resources with which to actually provide customer service.
have the customer service resp w=do their job right on the first rounfd -- by culling ou tthe inept and then actually giving the skilled ones both accurate information (this seems to be lacking all the way up and down the cingular feeding chart) and resources with which to actually provide customer service.
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SForsyth01 said:
This is the stupidest thing I have ever heard of. A customer having to pay to get thier issues resolved??? C'mon. I know there are some dumb customers out there. But you have to remember, without these customers, you don't have a job.
Actually, there would still be plenty of work to go around. Even when you get rid of the cheap, deadbeat customers who just want to get out of paying their bill, you still have plenty of customers who have legitimate billing or service issues.
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repCB said:SForsyth01 said:
This is the stupidest thing I have ever heard of. A customer having to pay to get thier issues resolved??? C'mon. I know there are some dumb customers out there. But you have to remember, without these customers, you don't have a job.
Actually, there would still be plenty of work to go around. Even when you get rid of the cheap, deadbeat customers who just want to get out of paying their bill, you still have plenty of customers who have legitimate billing or service issues.
Whatever you say....
It's that attitude that has earned Cingular the worst customer service rating in the industry.
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SForsyth01 said:repCB said:SForsyth01 said:
This is the stupidest thing I have ever heard of. A customer having to pay to get thier issues resolved??? C'mon. I know there are some dumb customers out there. But you have to remember, without these customers, you don't have a job.
Actually, there would still be plenty of work to go around. Even when you get rid of the cheap, deadbeat customers who just want to get out of paying their bill, you still have plenty of customers who have legitimate billing or service issues.
Whatever you say....
It's that attitude that has earned Cingular the worst customer service rating in the industry.(continues)
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I hope you are better at your Customer Service skills than you are at your reading skill.
It is clearly states in the first paragraph that the fee is refunded IF the supervisor agrees with the customer. The customer doesn't have to pay, as you mentioned, to get their issue resolved. They DO have to pay if it is a frivolous escalation.
It is clearly states in the first paragraph that the fee is refunded IF the supervisor agrees with the customer. The customer doesn't have to pay, as you mentioned, to get their issue resolved. They DO have to pay if it is a frivolous escalation.
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The have to pay before hand though, correct??? If they ARE right, but they just get a dumb supervisor (because it does happen), then they just dont get the money back. I for one NEVER give money out with the chance of not getting it back on the word of someone else. YOU are the one who obviously cant comprehend the subject here. I work for the company, but if that is what I had to do, I would tell the comany to go to hell and find another service provider.
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You're assuming we'd charge the customer beforehand. The charge would show up on the next bill, and would only be entered into the system once the escalation has been deemed unneccessary. There would also be specific guidelines has to what would be charged and why. For example, if a customer was legitimately misinformed, the escalation would be waived as a one-time courtesy after the manager explained the correct information.
We wouldn't neccessarily charge every customer who asked for a supervisor, just those who know they are wrong but think they can push their way to getting what they want anyway.
We wouldn't neccessarily charge every customer who asked for a supervisor, just those who know they are wrong but think they can push their way to getting what they want anyway.
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hahah thats great idea.. i mean we already at the bottom anyways.. couldnt hurt 😛
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That is the most rediculous thing that I have ever heard of. I cant believe that anyone would think that it is a good idea. I see the point, however not the way to resolve it.
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Hey, you never know... A similar idea worked for Microsoft. Release a crappy software bundle, use the complaints to resolve the issues, then charge full price for the newer "fixed" version. And if you protest or, better yet, boycott the product, there are two more companies who do the same with less frequency 😁
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lexical said:
Hey, you never know... A similar idea worked for Microsoft. Release a crappy software bundle, use the complaints to resolve the issues, then charge full price for the newer "fixed" version. And if you protest or, better yet, boycott the product, there are two more companies who do the same with less frequency 😁
Pow! Right in the mom... way to go... 🤣 DOWN WITH GATESIAN HEGEMONY, OPEN SOURCE FOR ALL!!! Ooops, sorry, got carried away there... 😳 😛
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All a fee will do is prove that cingular is hell bent on sucking the money out of their cus. It would be nothing more than a quick money grab anf we the front line csr will wear the brunt of it as the person on the other end of the phone vomits their growing hate and dismay of cingular on us. I agree that it would stop the cheap asses out their from whinning their way out of a bill but we would still hear all about it in a uneducated grammar and and stupid uneducated voiuce
"listen to me here boy I is a doctor..do whats I tells you to..you give me that there supervisor and dont you be charging me no damn fee to talk to them"......
god help us all
"listen to me here boy I is a doctor..do whats I tells you to..you give me that there supervisor and dont you be charging me no damn fee to talk to them"......
god help us all
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gosh...you must work in the south east...or at least handle some calls for the south east. god help us all indeed
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The idea has merrit, however is the fee going to be deducted from a credit card right then and there (no CC, no escalation) or put on the bill?
Personaly I say put it on the bill. That way when the customer calls in to dispute it the charge, they can end up having to pay it all over again!
Just my $.02
Personaly I say put it on the bill. That way when the customer calls in to dispute it the charge, they can end up having to pay it all over again!
Just my $.02
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My God
It's GENIUS!
Quick! Get Me The PRESIDENT!
*spazzes over to the phone, frantically mashes keypad*
It's GENIUS!
Quick! Get Me The PRESIDENT!
*spazzes over to the phone, frantically mashes keypad*
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I am assuming that you work for a call center? Are you seriously for this? I used to work for another wireless company myself, so I totally understand about the whole dealing with customers issues. But how can a company be supportive of this?
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I work for the company but I don't represent them so I can't say that the company is supportive of this. This is my personal opinion, and to be honest I could care less that they thought of it.
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How in the world could you possibly believe that Cingular as a company HAS ANYTHING TO DO WITH THIS IDEA????
Is this the Cingular Website? Was it Big Stan who came up with the idea???
Like WTF dude? Don't assiociate Cingular as a company with this idea. Just because someone posted it in the Cingular forum of a public website doesn't mean Cingular has anything to do with this!!?!?!
PS: I don't like the idea myself. Any company that does this would be shooting itself in the groin! 😳
Is this the Cingular Website? Was it Big Stan who came up with the idea???
Like WTF dude? Don't assiociate Cingular as a company with this idea. Just because someone posted it in the Cingular forum of a public website doesn't mean Cingular has anything to do with this!!?!?!
PS: I don't like the idea myself. Any company that does this would be shooting itself in the groin! 😳
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yea shooting themselves in the groin would be a nice change from sticking their foot in their mouths
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hehe, well what if EVERY cellular company did it? Then the first would be called a genius and a model buisness.
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Here is the problem with the escalation fee: the people on this forum are for the most part tech savvy phone nerds or people who work in the industry(or both)and they are working themselves to a lather because some of them can't grasp the concept consumer responsibility for frivolous waste of resources -- how could the Company ever explain to civilian consumers who a)don't think about their phone unless it is either ringing or has stopped ringing and b) don't want to think about their phones at all.I quite like the idea, in general terms, aside from the commission thing, but that is a detail wrinkle in a scheme that would never stand a snowball's chance of flying.
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