COMPLAIN, COMPLAIN, COMPLAIN
I was just wondering other people's opinions especially those of you who work in the cellular business.....Why do customers seem to gripe and complain that they are with AT&T and they wish they were with Tmobile, Verizon, so on so forth? What is so funny to me is they will be the same ones 3,4,5 years down the line that go to another company and complain, complain, complain wishing they would have never switched.
AN IRRITATED CSR REP 😕
AN IRRITATED CSR REP 😕
...
America's are spoiled... We think everything should be given to us when and where we want it. It's sad...
...
VZW611LA said:
America's are spoiled... We think everything should be given to us when and where we want it. It's sad...
And in return for getting everything just the way we want it, we report to JDPowers about the awesome customer service.
If you don't give me what I want...you have terrible customer service and should be banned from America.
More or less.
...
Customers always complain because that's how the wireless industry has trained them. Scream and threaten to cancel, get whatever you want. This was especially big in the early part of this decade.
The best times for the customer and the carriers will come when contracts are a thing of the past. People will be more than willing to pay non-subsidized prices when not attached to a contract. Carriers just need to figure this out and start allowing it (see T-Mobile).
The best times for the customer and the carriers will come when contracts are a thing of the past. People will be more than willing to pay non-subsidized prices when not attached to a contract. Carriers just need to figure this out and start allowing it (see T-Mobile).
...
Just curious, what does the (see T-Mobile) mean at the end of your post when you were saying "Carriers just need to figure this out and start allowing it" I'm just wondering what T-Mobile has to do with the wireless industry eliminating contracts.
...
T-Mobile is simply the only carrier to allow access to most of their plans without a contract. That was my only point. If other follow suit we could see the end of contracts as we know them. Essentially carriers would sell phones at cost...which isn't that high in most cases. Sure, higher than what's charged now, but not the "retail" that's listed in the stores.
...
Verizon sells phones at full retail with no contract requirement. Also if one is activating one's own equipment with Verizon one is not obligated to sign a contract. Of course, every time one calls in the rep is going to mention that you are eligible to upgrade (it's their job. Don't take it personally...they get graded on offering fries and a drink).
...
What I can't figure out is why all the customer service reps, who's job is to assist people having problems with their phones, are always wondering why people are complaining? Guess what doctors see mostly sick people, policemen deal mostly with criminals and undertakers deal mostly with corpses. All of you CRS reps need to stop taking all of this personally, people try and get stuff for free I bet even you do it under certain circumstances.
...
Your point is excellent. Have you ever been a call center CSR? It is eight hours of back-to-back calls. Often with the expectation that one will handle fifty plus calls during that time. Now, that people are calling for assistance is a given. That they call and are rude and nasty should not be. But...that is usually the norm. That is what is sad about the whole thing.
...
I do work in customer support, not retail but I support a large telecom company. I don't ever expect anyone is calling me just to say hi. Most people aren't rude but it happens, you just can't take it personally, it'll give you gray hair and an ulcer.
...
Yeah well I dont take it personally but i do have to show some level of care.. I do care about the problem at hand but i fix it...it may not be on that call but definitely follow thru with commitments, cases etc. Some people are hard to please. I get angry when they say its MY FAULT they dropped it in water because WE didnt tell them that warranty doesnt cover that or its MY FAULT that they used their phone in Paris. If the customer states "You know no one told me that I would have to pay by the minute" thats another thing but when they say "YOU NEVER TOLD ME" i get ANGRY because I never talked to them in the first place. Sometimes I feel like saying "I am sorry you had a special needs rep that just clocks in and out and slides by" but I...
(continues)
(continues)
...
I understand completely, I deal with difficult people on a daily basis. None that are very rude but everything is of course our fault until we prove without a shadow of a doubt that we did not cause it. I also do not deal with the general public so my attitude and responses are more noticeable since I deal with the same people on a regular basis so I have to be on my best behavior at all times. Not many people can do a good job in a call center and keep a detached perspective at the same time. If you decide you do not enjoy the work you should, for you own sanity, try to find something you enjoy or feel that you are better suited for.
...
