the reason behind poor customer service
this is a true reason why cingular is rated poorly in customer service (and it comes from the orange side)
i had a guy used to have att wireless, and than it swithched over to cingular he had a crdt balanceo n his acct and appearnty a fwe mnths later find out that he has an ETF billed to him, now of course att had its digital service and gsm service, the "very smart rep" 9 note sarcasm) decides since this customer has been bounced around from rep to rep.. rep decides " lets cold tranfer" even though i dont know if he is going to the right place
why do you8 people do this... WAR TRANFER it isnt hard and dont try telling me the phone isnt capable and if ya dont know how "get training" i am ick of having a custmer "legitimately" yell at ...
(continues)
i had a guy used to have att wireless, and than it swithched over to cingular he had a crdt balanceo n his acct and appearnty a fwe mnths later find out that he has an ETF billed to him, now of course att had its digital service and gsm service, the "very smart rep" 9 note sarcasm) decides since this customer has been bounced around from rep to rep.. rep decides " lets cold tranfer" even though i dont know if he is going to the right place
why do you8 people do this... WAR TRANFER it isnt hard and dont try telling me the phone isnt capable and if ya dont know how "get training" i am ick of having a custmer "legitimately" yell at ...
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or possibly the problem is WAR TRANFER. I would start a WAR if i was TRANFERRED all over the place (don't know what it means, but it doesn't sound pleasant) 😲
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just joking, btw, in case you couldn't tell 😉
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just joking, btw, in case you couldn't tell 😉
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maybe the reason for poor customer service is that aren't trained to be articulate and have good speaking or typing skills.. just a thought
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Oh ye gods, man!!! It's a just a typo, the point is valid. Would it kill you Ornage guys to actually make sure you send customers to the right place. Customers hate playing rep hockey.
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i know... the same way SOME blue reps blind transfer blue customers to telesales/dmdr to do a migration (which we dont do!).
POINT IS..its not all orange reps like im sure its not all blue reps.. every call center, every department, every company has good reps and bad...
POINT IS..its not all orange reps like im sure its not all blue reps.. every call center, every department, every company has good reps and bad...
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telesales u do so do migrations.. i have had customers and found out they placed an order through telesales
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how long ago?? as of about 1-2months ago.. telesales (birmingham at least) does not process migrations only... the only migrations we are able to process is if the cust is adding a NEW line of service at the same time and even then we are really not supposed to process them because we cannot see if the customer is "eligible" to migrate! Hope this helps for future reference.
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There is eligibility now? Wow when i worked in blue all blue customers were eligible.
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yeah, they changed the game.. i don't know what the eligibility reqirements are, BECAUSE WE DO NOT HANDLE THEM (cingularreppy) but there are some 😕
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Eligablility requirements are as follows. West Market and North East Market customer's must have fulfilled either 11 months of a 12 month contract, or 21 of 24. to migrate.
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so are these the only markets that customers have to "qualify" to migrate?
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Only blue GSM, not blue TDMA have requirements. (OrangeTSC) 😳 How the he!! are we all supposed to know everything when they (Cingular) don't f'n tell us anything, It's not cingularreppy's fault that the company doesn't care to let the front line know what's going on now is it? Don't rag on him for something that's not his fault but the company's!
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my response to cingularreppy was in response to a reply that he made directly toward my response.
if you respond to something it is assumed that u know what the h*ll u are talking about, unless otherwise specified!! (CDawn) 🙄
if you respond to something it is assumed that u know what the h*ll u are talking about, unless otherwise specified!! (CDawn) 🙄
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I warm transfered cust to telesales to do migrations. normally because the cust has one line but wants to migrate and start a new line on a family plan
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Blue reps are just as responsible for the low customer service scores as orange. That is all I have to say or else I will go off.
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I say that the Blue reps are the biggest responsibility, becasue they have this stupid saying now, that they cant transfer anyone anywhere, they give the number and hang up on the cust, I have had customers call and tell me this. Its true, its true!!
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we bought the blue team anyway, let's just fire 'em all and go on w/ it... hehe jk
but i have had blue reps cold xsfr to me, and i won't lie, i am NOT waiting for 10min hold, i will let the cust know i will be xsfring them to the at&t side, to let them know what she needs...
that's probably why i make my stats every day! =)
but i have had blue reps cold xsfr to me, and i won't lie, i am NOT waiting for 10min hold, i will let the cust know i will be xsfring them to the at&t side, to let them know what she needs...
that's probably why i make my stats every day! =)
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okay but i have no problme if you inform the csutomer you are tranferring them
howver
MAKE SURE THEY ARE GETTING OT THE RIGHT DEPARTMENT
howver
MAKE SURE THEY ARE GETTING OT THE RIGHT DEPARTMENT
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Why would they care if they get the right dept? As long as they make their #'s they are fine, it comes back to us with our transfers. They are trying to make it impossible to be a blue rep now, trying to get us all to quit so they don't have to fire all of us.
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Umm, the only reason we "blue" reps give numbers and advise the customer to call them is because if we transfer in any way (cold or warm) it impacts our stats now! Thanks so much to orange for this. For those of you who don't know what PAR is please disregard, but after approximately 4-5 transfers TOTAL in a day we then fail our entire day's statistics from transfers alone.
But alas, the quality department is now telling us that we MUST NOT provide numbers and we MUST transfer. Hence you CANNOT win under the PAR system - you will never excel in what you do.
Lovely isn't it?
But alas, the quality department is now telling us that we MUST NOT provide numbers and we MUST transfer. Hence you CANNOT win under the PAR system - you will never excel in what you do.
Lovely isn't it?
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I know, every time some cutomer says, "Man, things were so much nicer before the merger."
I just wanna tell 'em, "Pal, you don't know the half of it."
I just wanna tell 'em, "Pal, you don't know the half of it."
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My point exactly. It's a shame what is happening to this company.
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At least they didn't micro manage the hell out of me. And, those rotten Cignular sumbitches really curtailed my Net access.
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I am about go off!! I will probably be surplussed because you have a job my job as an orange rep is in jeopardy. You are probably not union they can fire you whenever they want. Me as a union Orange rep have now become expendable. I do not hold it against you guys that is just the way big corporations work. I just hate to hear you complain about your job when you are taking mine.
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I will keep saying it...come 2006 when Cingular no longer has to pay AT&T severance packages they will cut the chain loose on a lot of blue employees. I am counting on it.
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Yeah, I hope my company finds a less evil conglomerate to shill for. Cingular can eat a bag of dicks.
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okay i am calculating how many customers get tranfered "blindly" over to me when i cannot even get into the acct (2g) and yah i am at 3 and i have just got off lunch... that is pathetic.....
PLEASE WARM TRANFER........ THERE IS QUE TIME MAJORITY OF THE DAY AND I DONT WANT TO HEAR REPS SAY 10 MIN HOLD... CASUE TIS JSUT NOT TRUE
PLEASE WARM TRANFER........ THERE IS QUE TIME MAJORITY OF THE DAY AND I DONT WANT TO HEAR REPS SAY 10 MIN HOLD... CASUE TIS JSUT NOT TRUE
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no one in blue gives the customer that number and hangs up... we offer them the number and offer to tranfer and give them the option
we do not tranfer internal reps because they have acess to number for all dpeartments
we do not tranfer internal reps because they have acess to number for all dpeartments
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u can vouch for every rep that works in all of the blue call centers??? if so.. it must be great to be u! 😲
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It's called Primus, rep-to-rep priority transfers and yes, every blue employee has access to it 😳
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Ya know, I find it pretty funny that a Blue Rep wants to try & bash the Orange Rep's. I'm not a Cust Serv Rep, but we sure do get alot of cold transfers from Blue Rep for Cust's trying to migrate which we do NOT handle. I even get the Blue Rep's trying to lie & say the Cust is trying to set up new service. Now, I've been tricked a couple of times to find out the Cust ONLY wanted to migrate. So, ya know what, I do NOT accept calls from Blue Reps. Reason being, we on the Orange side do NOT have a direct speed dial. Therefore in order to contact a Blue Rep we must have a Blue cell phone number. Now if a Cust has reached a Blue Rep,they must have a Blue cell number also.
So, if ya wanna bash that's fine,But before you do, make sure your doin...
(continues)
So, if ya wanna bash that's fine,But before you do, make sure your doin...
(continues)
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lol after reading all these post the past few months from cc reps i came to relieze.. working for customer care must suck.. i always complain about being in sales but never again... geezz.. you all complain about everything.. hang in there and keep up the good work guys 😛
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PAR is bad but we all have it, just do your job, BLUE or ORANGE, you probally wont be shown the door if you are not meeting 1 or 2 stats but your quality is 100%. But if you have less than perfect quality BEWARE of the unemployment line!!!
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finally someone that is in touch with reallity!! i knew u were alright when u quoted the "GOOd-Die-Mostly-Ova-Bullsh*t" 😉
every body just stop b*tchin and do your job... if u have to put up with sh*t in the process then deal with it....
if u get fired for something u cant control then it probably wasnt meant for u...
every body just stop b*tchin and do your job... if u have to put up with sh*t in the process then deal with it....
if u get fired for something u cant control then it probably wasnt meant for u...
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OrangeTSC said:
finally someone that is in touch with reallity!! i knew u were alright when u quoted the "GOOd-Die-Mostly-Ova-Bullsh*t" 😉
every body just stop b*tchin and do your job... if u have to put up with sh*t in the process then deal with it....
if u get fired for something u cant control then it probably wasnt meant for u...
If you get fired for something you can't control it probably isn't meant for ANYBODY.
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