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Cingular Customer Service

onecingular

Nov 2, 2005, 2:35 PM
I have been working with Cingular Wireless for awhile now, and I have to say for the last couple of months they have been getting better, I just wish they were open on Sundays, and if all the Customer Service reps were the same, I don't know if you guys get the same problem, but when I call in like a couple times a day I get different stories. For ex. I called in last week to change a customer to a 1 year and they said no problem and had it done in like 5 mins. Called in early this week, "sir we can't do it", and I was like when was that into affect they said it's been into affect for awhile now. And my co-worker called in 2 days ago, and they did it again under 5 mins. Is it just they don't want to do the work? Or what?....And another t...
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tadams

Nov 2, 2005, 2:45 PM
This is the most aggrevating thing! Im sick of getting treated poorly by call center reps just because I have to call them to do something. Here recently, I have been getting extremely nice, professional reps. Things are improving! I do however still get two stories sometimes. As far as I know, they are the only ones who can change a contract like that. What I do is keep a notepad. I write down the customers name and number everytime I have to do anything for them. I ALWAYS write down the names of the reps that help me. If I get one that refuses to help me or do something that I know darn well they can do, I turn them in to my RAE and she takes care of it for me. ALWAYS ALWAYS ALWAYS write down names.
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UOQuack

Nov 2, 2005, 2:58 PM
This is exactly right. My RAE has told me to do the same thing, get names, turn em in when they bend you over. What I have started doing in addition is turning in the names of the reps who do an outstanding job as well, and he is reporting them up the line for a job well done too. So pat the good ones on the back for a job well done (lord knows they dont hear it often enough) and kick the bad ones in the butt. If we reward enough good behavior maybe it will spread.
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ralph_on_me

Nov 2, 2005, 3:01 PM
I only report misinformation. We've all had those customers come in who were told about the "free" phone from CS, or to pay their bill in cash, or any other incorrect information. I pull up their account, tell them the right information, note it, then report the last rep they talked to if their notes confirm the customer's story.
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UOQuack

Nov 2, 2005, 3:31 PM
I know it takes a little time to report the good stuff too, but I used to work in a call center, and I can tell you, when they post your name for a kudos for the whole center to see, it really does make you feel like you're doing something at least kind of worthwhile. I feel ya on the frustration with the CS reps giving wrong info though, that drives me up the wall, and makes customers mad too.
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tadams

Nov 2, 2005, 3:47 PM
I as well have turned in the extremely hepful reps. Hopefully they either know about it or are awarded for it.
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UOQuack

Nov 2, 2005, 5:41 PM
My RAE assures me they have a reporting system for 'kudos', so I assume somehow they are getting the good word.
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simplymarcus

Nov 2, 2005, 7:20 PM
We are not to change a contract 2 a one year. Without a copy of the contract faxed 2 us. I will only break that rule when quality is not listening
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ralph_on_me

Nov 2, 2005, 2:59 PM
We got an email about a month ago from our account exec that said all contract changes had to be done through him from now on. I'm pretty sure it's miscommunication from your agent rep, and the CS reps that wont do it are just doing their job as they've been told to do it.
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tadams

Nov 2, 2005, 3:47 PM
I have not heard anything like that Ralph. Most stores don't have an account exec. to do that stuff, so then who would?
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ralph_on_me

Nov 2, 2005, 5:31 PM
I have no clue what they would do then 😕

This could be an example of a good policy gone bad because there are too many exceptions. It shouldn't be as easy as phoning in to change a contract though, think about what that could do to your comissions if somebody knew what they were doing. 😳
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PeakCelln

Nov 2, 2005, 3:55 PM
I have had this same problem...corporate protocol says the local dealer manager is the only one allowed to change that and it must be requested in e-mail form. Just another ridiculous cc protocol.
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