SSG
I am in the SSG department, and it's not as bad as it was 10 months ago when in Cingular knew what we did, but I am wondering how many reps out there still don't know our function?
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ralph_on_me said:
Ooooh, so... I bet that job get aggravating. 😕
You have no Idea some days. Basically we're a team of reps who support the DMDR sales group with in the first 30 days only. Although I wouldn't want Customer Care's job any day 🙂
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ralph_on_me said:
I have no idea what you do. What is SSG?
Their job is to say: "We didn't order that phone... I have to transfer you to E-store/Telesales/Migration." That's all.
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Anxiovert said:ralph_on_me said:
I have no idea what you do. What is SSG?
Their job is to say: "We didn't order that phone... I have to transfer you to E-store/Telesales/Migration." That's all.
We are to only do that when it is not our Point Of Sale. Not everything that the customer states that was done over the phone was done through the DMDR telesales. That would happen less is the POS was confirmed before assuming it is telesales/SSG that can fix it. I here that "It's not my Job" from Care more often then, "I'll be happy to help you."
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I'm not quite sure what Legacy Orange location used to do. A year ago when the merger was completed, my department was unheard of on the Orange side.
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LunaP20 said:
I'm not quite sure what Legacy Orange location used to do. A year ago when the merger was completed, my department was unheard of on the Orange side.
You got that right!
We don't even transfer seeking you help anymore. At least none in my team does.
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Anxiovert said:LunaP20 said:
I'm not quite sure what Legacy Orange location used to do. A year ago when the merger was completed, my department was unheard of on the Orange side.
You got that right!
We don't even transfer seeking you help anymore. At least none in my team does.
I help as best as I can to any person calling in.
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makes sense. the idea of what a retail store is was completely different between the two companies... and still is to some extent. In my areas you find reps in blue stores pointing to the customer service phone for any issues, where the reps in the orange stores do almost everything themeselves.
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LunaP20 said:
I am in the SSG department, and it's not as bad as it was 10 months ago when in Cingular knew what we did, but I am wondering how many reps out there still don't know our function?
You are nothing but a joke! Secondary Sales? my a**. They're "supposed" to take care of people who are having issues with their phones within their 1st 30 days. You call them up, and they do nothing but transfer the cust -either back to us JXCC, or back in the customer service queue. I can't say that I have EVER transferred a customer to them and had THEM take care of my customer. Even if I talked to the rep, and they said they could help and all. I transfer my cust and keep listening to the call (without them know...
(continues)
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elisjourney said:
I agree anxiovert. SSG is a worthless department. 😡
And what department are you in?
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Really, because I get that from Care all the time. If it's not Care cold transferring them over to me when we could not help them in the first place, they are trying to tell me how to do my job. Just because something is under 30 days does not mean we have to do it. I've had reps call over and state that the Customer got the device in a store and want to do an exchange, it's under 30 days, you have to do it or call over and state that the Customer got the device online/through Inphonics and want to do an exchange, it's under 30 days.
Or the best one I get are "They added a feature less then 30 days ago, can you remove it?" even though the customer has been with us for 6 years.
Or the best one I get are "They added a feature less then 30 days ago, can you remove it?" even though the customer has been with us for 6 years.
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