customer service
how is cingular's customer service? are the reps friendly? can you understand a word they say over the phone?
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They are friendly, most complaints regarding our cs is that alot of people didnt like how strict some of our policies used to be, we are working greatly to impove that because we want the best for our customers and want to keep their business.
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As far as if you can understand them, well, we try to keep the employee lingo junk to a minimum! Haha.
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Not to open a can of worms here. I'm hoping someone in CS can shed some light on this. I was in a meeting today and it came up that CS has a employee turnover rate of 71% in the call centers over a 12 months rolling period.
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call centers and retail are notorious for turnover. that sounds about right. sprints is about that same number, but for a 6 month period.
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Cingluar customer care is ok as long as the rep you get isn't a complete dumba$$. I called in once to get a pilot number for a voicemail and they didn't know what it was.
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Yes you know the number that your phone calls for your voicemail, it's called a pilot number
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ok thats good to know I always ask them for the voicemailbox number and they don't know wtf I am talking about.
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skyway900 said:
how is cingular's customer service? are the reps friendly? can you understand a word they say over the phone?
Cingular's customer service is awful. T-Mobile and Verizon have the best customer service. Cingular, along w/ Sprint, suck at customer service. Long wait times to talk to someone, rude reps that have a piss poor attitude and little knowledge of their products and services, and be prepared to be transferred numerous times to get an answer. Check out consumer reports, jd power, etc. for more information. Cingular is consistently ranked very low in customer service, as well as everything else. 😉
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There goes chaos987123 again; babbling about stuff he know **** about. FYI a recent study shows that VZW and Cingular's customer service is the same. That's right, the best customer service title goes to T-Mobile. Verizon went from A to B in customer satisfaction. Cingular went from C to B (getting there)
Here's a link
http://www.rcrnews.com/news.cms?newsId=26878 »
You better watch out! Vzw is getting behind on pretty much every metric.
No longer the best network (in some major metropolitan markets... amhem, NY)
No longer the best customer service.
No longer the leader in net adds. (just a few hours for Q2 results)
Here's a link
http://www.rcrnews.com/news.cms?newsId=26878 »
You better watch out! Vzw is getting behind on pretty much every metric.
No longer the best network (in some major metropolitan markets... amhem, NY)
No longer the best customer service.
No longer the leader in net adds. (just a few hours for Q2 results)
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Yeah, the reason I would say ours is not par right now is the merger, all the reps from Legasy ATT and Cingular having to deal with aspects of the two companys they dont know much about. Because they ran things differently. Cingular is quickly bringing this up and getting everyone to speed because we want our customers to have the best.
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Anxiovert said:
There goes chaos987123 again; babbling about stuff he know **** about. FYI a recent study shows that VZW and Cingular's customer service is the same. That's right, the best customer service title goes to T-Mobile. Verizon went from A to B in customer satisfaction. Cingular went from C to B (getting there)
Here's a link
http://www.rcrnews.com/news.cms?newsId=26878 »
You better watch out! Vzw is getting behind on pretty much every metric.
No longer the best network (in some major metropolitan markets... amhem, NY)
No longer the best customer service.
No longer the leader in net adds. (just a few hours for Q2 results)
http://www.jdpower.com/telecom/ratings/wireless/cust ... »...
(continues)
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i have to disagree, the cingular reps are really friendly and they do their job to the best of their ability, i never had an experience w/ an incompetent rep especially one that's rude, but it depends, all carriers arent perfect and all carriers are gonna have some s**ty customer reps, now if a company has horrible cust service it's sprint.
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OMG I have never been treated badly except by sprint and the thing was I had a cingular customer that was going to them and the guy wanted info and the sprint guy was so rude he decided to stay with us 🤣 🤣
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I have to agree about Srpint..but they are trying to improve. So far the 3rd part reps are doing a lot better...and now that 3rd party and customer service is seperate..theres is gonna be some pretty major improvments.
VZW on the other hand. (Speaking as a cutomer now.) NEVER helped me in figuring out my network issues..decided to tell me that Cingular is a better choice of service for me...and told me that I should pay up and leave since I've had issues that they refuse to resolve.
The rep also gave me "incentives" to stay with VZW..including telling me I'd have to pay the ETF AND the price of the phone.
I don't understand that...and I haven't called them back since..even though my service gets worse..regardless of if i update th...
(continues)
VZW on the other hand. (Speaking as a cutomer now.) NEVER helped me in figuring out my network issues..decided to tell me that Cingular is a better choice of service for me...and told me that I should pay up and leave since I've had issues that they refuse to resolve.
The rep also gave me "incentives" to stay with VZW..including telling me I'd have to pay the ETF AND the price of the phone.
I don't understand that...and I haven't called them back since..even though my service gets worse..regardless of if i update th...
(continues)
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as a rep I get compliments all the time how I should be in radio, and as long as you dont get Texas or need a warranty exchange I have no problem understanding reps. I am on the business side and I am a former attws guy so it is all about how you come accross to be honest. If you come across an arrogant jerk you get treated efficently at best rudely at worst. If your are honest straight up and reasonable reps will give you the world.
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Customer service
I had to LOL when I read this thread.
I live in Texas so guess I got a center here.
One very nice, the other a jerk.
The jerk---had a hard time understanding him.
My biggest problem is slow. Slow to get to talk to someone. Couldn't answer questions. Slow to note down everything. I mean everything.
I just wanted to know why it state my account type is ineligible for an upgrades. When under my features state clearly it is.
1 & half hours later still no answer.
The reason for the LOL is Cingular service reps writing other's like Sprint and Verizon are just as bad. Who are u kidding, keep saying that, maybe u will believe it if u say it enough.
By the way if u are not going to upgrade then come up with a response...
(continues)
I had to LOL when I read this thread.
I live in Texas so guess I got a center here.
One very nice, the other a jerk.
The jerk---had a hard time understanding him.
My biggest problem is slow. Slow to get to talk to someone. Couldn't answer questions. Slow to note down everything. I mean everything.
I just wanted to know why it state my account type is ineligible for an upgrades. When under my features state clearly it is.
1 & half hours later still no answer.
The reason for the LOL is Cingular service reps writing other's like Sprint and Verizon are just as bad. Who are u kidding, keep saying that, maybe u will believe it if u say it enough.
By the way if u are not going to upgrade then come up with a response...
(continues)
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Cingular is not trying to cater to site's like this you fool.
And Cingular HAS come up with options and answers for customer who may not be eligible for a subsidy. The problem is ignorant pessimists can only see the negative.
And Cingular HAS come up with options and answers for customer who may not be eligible for a subsidy. The problem is ignorant pessimists can only see the negative.
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texaswireless said:
Cingular is not trying to cater to site's like this you fool.
And Cingular HAS come up with options and answers for customer who may not be eligible for a subsidy. The problem is ignorant pessimists can only see the negative.
Someone forgot to take their 'nice pills' today.
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I decided long ago that being nice on here to those who clearly have alternate intentions is fruitless.
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Thou speakest the truth kimosabe. The answer to this person's issue is more than likely a very unpopular new policy. If you're pulling off other networks more than Cingular's, then Cingular will not offer you a new phone at a discounted price. It states in contracts that at least 50% of useage must be done on Cingular's network, despite the fact that Cingular will not charge extra for hitting other networks. Again, this is an example of Cingular no longer trying to pad its numbers, but to actually maximize on its investments. It's a bussiness. Can you really blame it?
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Maybe you should write a book on how to be a man because obviously you know everything.
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Hi Rumor,
I am a call center rep. If you ask if you are eligible for an upgrade, we click on a button, and we get a message that says: "you are eligible" or we get a message that says: "you are NOT eligible." Not even our supervisors can tell you WHY you are eligible or not eligible.
We are not being dishonest. We simply don't know WHY you are not eligible. You asked a question no rep can actually answer...but I'm sure they tried, but sounded lame in the process.
sorry it came across as us being dishonest.
I am a call center rep. If you ask if you are eligible for an upgrade, we click on a button, and we get a message that says: "you are eligible" or we get a message that says: "you are NOT eligible." Not even our supervisors can tell you WHY you are eligible or not eligible.
We are not being dishonest. We simply don't know WHY you are not eligible. You asked a question no rep can actually answer...but I'm sure they tried, but sounded lame in the process.
sorry it came across as us being dishonest.
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actually cingular customer service does suck !!! i find most of the time the initial rep can't assist me and ends up telling me that they are going to transfer me or better yet because they don't want to mess up their transfer rates they want me to call back through their stupid IVR and call again. I have had customers call in to our IVR because of routing issues and CINGULAR won't even take the customer half the time. so i say @*!% cingular
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To the Reps:I don't understand why you guys have to call customer service all of the time. If it is something you can't do in the store why don't you tell the customer that you can't do it and that they will need to call customer care.
To the customers: I am sorry that Cingular's customer service sucks 90% of the time.
To the customers: I am sorry that Cingular's customer service sucks 90% of the time.
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That's what you wanted to know right?
A lot of them have a Southern Accent which I like. It puts me in a better mood. 😁
A lot of them have a Southern Accent which I like. It puts me in a better mood. 😁
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Southern what - Canada? Yes, ya'll are easy to pick out to a redneck like myself - all I have to get you to say is "out" or "about".
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sangyup81 said:
A lot of them have a Southern Accent which I like. It puts me in a better mood. 😁
Chicks from the south with a thick southern accent are HOTTTTT!!!! 😁 😁 😁 😁 😁 😁 😁 😁 😁 😁
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