F*** Consumer Reports. Here's something interesting....
"Cingular's New York-New Jersey network has tied for the top ranking among wireless carriers in its market in Telephia drive test results conducted in October and November.
Our network was dead even with Verizon in performance for overall reliability. Our accessibility and retainability metrics both exceeded 99 percent.
"After three years of trailing Verizon in this market, we are now challenging them," said Steve Breheny, Executive Director – Network Services, New York-New Jersey. "We have a solid plan, dedicated team and unwavering commitment to overtaking and staying ahead of the competition."
Telephia, an independent market research company that provides syndicated data on wireless use in the consumer market, rates the performance of ...
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Our network was dead even with Verizon in performance for overall reliability. Our accessibility and retainability metrics both exceeded 99 percent.
"After three years of trailing Verizon in this market, we are now challenging them," said Steve Breheny, Executive Director – Network Services, New York-New Jersey. "We have a solid plan, dedicated team and unwavering commitment to overtaking and staying ahead of the competition."
Telephia, an independent market research company that provides syndicated data on wireless use in the consumer market, rates the performance of ...
(continues)
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Most of it sounded like techinical stuff, with a hint of improved customer service. I wish the writer would have added some more detail on the improved customer service. Sounds like Cingy is much improved in that department and should have had a little more praise in that article than it got. Too bad. It sounds like the people in customer service are not being giving their just praise in this article if the customer service rating did indeed improve.
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Well, it stands to reason that if you improve the network and eliminate some of the need to call customer care, the "Customer Service" improves. But does it really? Those same reps that give customer service a bad name are still there, they just get less calls, and since they take less calls, there are less complaints about "Customer Service"
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Unless they instituted some sore of training for their customer care reps to improve customer service. Don't they also monitor calls to ensure service, I know a lot of other corportations do that?
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Ok, ok, no need to shout. I was after all complimenting Cingular on their CS improvement. 🙂
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When they monitor calls, they are listening for certain things, very seldom does the person that does the monitoring actually listens to the whole call. I know that in sales the quality monitoring is done by an outsourced company, HarteHanks, and when sales managers do listen to calls, all they are listening for is things that will give the rep a red flag.
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👿 The main reason we get scored low in customer service is because we have been conditioned to say "NO" to the customer. No credits, for going over your minutes, no credits for being charged $.79 a minute on your ancient a$$ SHome plan, we told you not to get too close to CANADA as you may pick up CANADIAN towers in Detroit, Niagara Falls NY, Seattle WA, etc so no credits, no credits for your bad a$$ kids using your cell phone as a modem to download the LORD of The RINGS trilogy with no data package ($8.695.92=cha,ching 😛 )no credits for the same lil a...angels downloading $200.00 worth of ringtones and games, and you get the idea.
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I actually monitored calls for quality, have received the manager's training for call quality, and can say that based on my own personal experience, that our customer service scores are low due to 1. failing to show empathy for the customer's issue 2. poor tone and demeanor (excessive negativity, arguing with the customer, no loyalty statements,etc) 3. not taking ownership of the issue 4. long hold times.
We all have occasion to give bad news to the customer, I recently had to tell a customer that they were responsible for a $7,500 bill, it's all in how you deliver it. Yes, customers will perceive network issues as poor customer service because we are unable to resolve that issue right away via customer care. Issuing credits won't make ...
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We all have occasion to give bad news to the customer, I recently had to tell a customer that they were responsible for a $7,500 bill, it's all in how you deliver it. Yes, customers will perceive network issues as poor customer service because we are unable to resolve that issue right away via customer care. Issuing credits won't make ...
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wolfspider73 said:
I actually monitored calls for quality, have received the manager's training for call quality, and can say that based on my own personal experience, that our customer service scores are low due to 1. failing to show empathy for the customer's issue 2. poor tone and demeanor (excessive negativity, arguing with the customer, no loyalty statements,etc) 3. not taking ownership of the issue 4. long hold times.
Be nice if they fixed that someday.
I know that Cingular's rep for bad CS is a major reason why I didn't go wit' them. There's just nothin' worse than arguin' with some obnoxious CSR over the phone.
Though I'm sure the CS guys feel the same way an' hate arguin' wit' that certain...
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yea like they said in the article, the majority of the problems were acquired as a result of the merger.
Alot of the problems didn't necessarily exist before the merger, but were a result of it. The company effectively doubled overnight, and there was a learning curve to be dealt with.
Next years report will be radically different.
Alot of the problems didn't necessarily exist before the merger, but were a result of it. The company effectively doubled overnight, and there was a learning curve to be dealt with.
Next years report will be radically different.
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In the Utah, Colorado, Idaho area, Cingular was rated highest, followed by Sprint, then Verizon and Tmobile
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😕 I am really surprised Nextel18 hasn't commented on ARPU and VZW leading the pack etc...
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captainplooky said:
A press realease from middle school?
No, and internal email sent to Cingular employees a$$!
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man i cant wait to get home tonight so i can go on the forums and just post meaningless sh*t
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There is an ostensible positive side to the Consumer Reports poor ratings of Cingular as compared to other providers -- that Cingular management cannot just write off Cingular's sagging new adds and customer dissatisfaction on the CSRs since management is solely to blame for poor management of the network as well as slow response to network issues. 👿
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I live in southern jersey and spend a fair bit of time in se PA...and the service down here is actually quite bad...even with a new z520 and a few other phones we've tried...granted this isn't exactly a metro area like the NY/NJ region...but even in Philadelphia the service is below average...i even have a tower in my small town...but i have noticed an improvement in secondary CSRs...the frontliners I've dealt with are still programmed parrots that just repeat the same phrases...but the higher ups are very very helpful...
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