Dealing With The Wireless Industry. Pt. II: The Sequel
🙂 Happy 4th of July Everyone! My last post gave me some pretty good info so why not go deeper? Now once again I'm just looking for relevant info that could help.
My topic of today is Customer Service ☹️ which is one of the number one problems people have to discuss on here or any forum for cell phones. Now I've heard the horror stories and bad store experiences people have had but do you guys think it the companies policies that cause sooo many complains and problems or is it really just the wrong people at the wrong time? 🤨
P.S. I know customer service is a sore spot for a few reps on here so lets not get to upset. We've all had a few bad customers.
My topic of today is Customer Service ☹️ which is one of the number one problems people have to discuss on here or any forum for cell phones. Now I've heard the horror stories and bad store experiences people have had but do you guys think it the companies policies that cause sooo many complains and problems or is it really just the wrong people at the wrong time? 🤨
P.S. I know customer service is a sore spot for a few reps on here so lets not get to upset. We've all had a few bad customers.
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I think alot of it has to do with companies policies. That's not to say there aren't bad reps out there, but the root of it is the policies.
They change so often, that people can't keep up with them, even alot of reps can't keep up with them.
They change so often, that people can't keep up with them, even alot of reps can't keep up with them.
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i think the problem is the customers.
not during the actual CS work, but after the fact.
if you are helped quickly and promptly, with nary an issue, you're satisfied and go about your day.
if it's a train wreck, you tell all of your friends, and post on the interweb about it, and go wee wee wee all the way home.
not during the actual CS work, but after the fact.
if you are helped quickly and promptly, with nary an issue, you're satisfied and go about your day.
if it's a train wreck, you tell all of your friends, and post on the interweb about it, and go wee wee wee all the way home.
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The fact is that customers want stuff for free, and if they dont get it, that means bad customer service.
When I go above and beyond for a customer with a non sales issue and the customer gets the problem solved, but no courtesy credit or free anything for the troubles, 9 times out of 10 i am an a$$hole in the customers eyes because I didnt give them free stuff.
When I go above and beyond for a customer with a non sales issue and the customer gets the problem solved, but no courtesy credit or free anything for the troubles, 9 times out of 10 i am an a$$hole in the customers eyes because I didnt give them free stuff.
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well im a customer as far as the wireless industry and from experience i can tell you that i had no problem with cust. service, especially cingular, every time i went in a store or called on the phone for cust support they were patient, polite and helped me and did a good job, im sick of hearing the same thing, "cingular has horrible cust service, there this... there that... i hate cingy... blah blah...." i think all cell phone comanies have their good and bad cust reps. but you'll only hear about the bad cingy cust. support. and i think people want free stuff in all types of things not just in the mobile phone industry, if you want something, you gotta do something for it, either work for it, pay for it or something, nothing's free
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😁 Its good to see there are a few people satifised with what we reps do.Its really not a hard job until you deal with Mr/Mrs Give-Me-What-I-Want-Or-Else but most customers really just want good service and a good phone and most of the time its not going to be free. When more people can understand that I think the experience will improve even more for customers and reps.
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I work for Cingular. I think it is both. I work for the Business side so my customers don't want things for free. They understand business and how it works. When they call National Business Services or Business End user care they get transfered or they get hung up on. I would like to think it is a few bad apples ruining everything but that is really hard to say when it happens as often as I see it. Maybe it is the policy to transfer the person if it isn't exactly your department that handles the issue but most of the time I call in with the customer and we end up doing circles. I know who to call but we still get transfered. If this is standard for the consumer side as well then I can understand the complaints. I just wish that our reps woul...
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I feel its a little of both as well. I've experienced as a rep dealing with CS both incredible posotive and insanely rediculous things. For instance, a customer was unknowingly sold a used 6010 and later that day discovered numbers on the phone. CS called us to verify that this was possible and gave her a 50 dollar credit! Our mistake that they supported.
On the other hand i have also had support tenatiously refuse to add someone as an authorized user stating it couldn't be done and just say you are so and so and give their soc. Customer gets pissed and hands me the phone. I tell CS i know it can be done and look harder. Seconds later they suddenly discover it can be done and scolds me for talking to buisness rather than CS.
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On the other hand i have also had support tenatiously refuse to add someone as an authorized user stating it couldn't be done and just say you are so and so and give their soc. Customer gets pissed and hands me the phone. I tell CS i know it can be done and look harder. Seconds later they suddenly discover it can be done and scolds me for talking to buisness rather than CS.
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