blahh again.
I realize that wireless companies give away "promotions" and "free" phones for contract renewal to stay in competition. BUT...
(me) "..... how can i help you?"
Cust answers "im out of contract, what can you do for me to get me to renew it" i reply with "we have many options for contract renewal is there anything specific you're looking for?" (since i have no idea what she is wanting out of this, i'm not going to start offering the world) She answers "well I want a lower plan that will have the same amount of minutes, and the mobile to mobile feature"
she is on the 39.99 plan. with m2m, n&w and 250 promo mins (the most offered for her plan)
so she wanted to pay less and get more to extend her contract? sorry, not even an optio...
(continues)
(me) "..... how can i help you?"
Cust answers "im out of contract, what can you do for me to get me to renew it" i reply with "we have many options for contract renewal is there anything specific you're looking for?" (since i have no idea what she is wanting out of this, i'm not going to start offering the world) She answers "well I want a lower plan that will have the same amount of minutes, and the mobile to mobile feature"
she is on the 39.99 plan. with m2m, n&w and 250 promo mins (the most offered for her plan)
so she wanted to pay less and get more to extend her contract? sorry, not even an optio...
(continues)
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Why don't you ask her more about how she needs to use her service and then show her how we stack up to the competition.
Many times people say they will "switch" but do not know what else is available. Maybe if you showed her that the competition does not fit her needs our options would look better.
The grass is always greener, unless you prove otherwise.
Many times people say they will "switch" but do not know what else is available. Maybe if you showed her that the competition does not fit her needs our options would look better.
The grass is always greener, unless you prove otherwise.
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yes i didn't have anything else to show her. she had 700 mins (450+250promo) unlimited early evenings and unlimited m2m. And she wanted all of that for 29.99 if she thinks she can get better then by all means she can cancel. there was nothing else i could offer her. I guess my main point, is i just hate when people call in saying- My contract is done. and expecting me to figure out what they want.
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Like I said, look at her options with the other carriers. I would be willing to bet she can't get that elsewhere but if you let her walk you'll never know.
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im not going to look through what other carriers offer? i'm not supposed to. maybe rules are different in my call center. i can only go over what we offer. but regardless- my point was I hate when custs call in stating - my contract is over- and want me to do the talking.
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You are allowed to waste time on here (sorry Rich) but not investigate what offerings are available for customers in your area to prevent churn?
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quality doesn't listen to what we do on the internet. phonescoop is one of our sites we are allowed on. if quality hears me going over other carriers plans, i may fail. they can't fail me for this. and failing a quality means losing $$.
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It makes perfect sense tx, If another carrier had a better plan than us(more mins for less money for example)cingular would not want us to divulge that info. We would get a bad quality mark for saying "cingular has better coverage than any other service provider". Literally we cannot say anything negative or positive about any other service provider or give out rate plan info, etc. At least in my dept. its like that. Which makes sense to me, instead of giving out info that may be false or beneficial for the other service provider, act like they don't exist.
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I love it though, when a customer calls and says " T-mobile offered me 1500 mins, unlimited incoming calling, nights and weekends at 7, and unlimited mobile to mobile for 39.99/month" and i think to my self "well goood for you" and proceed to tell them about the 59.99 900 min plan... then they threaten to cancel (but never do) and after they hang up, for my own curiosity i look up "t mobil" plans, and sure enough this plan doesn't exist.... oh the love of customers.
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