Customer service rep...
What are the most annoying calls that you recieve??
For me its when NY customers call in and they want everything now, or when they go "Hello", every 2 seconds like they are all tweeked out. or the customers that try to get free mins. I just had a customer right now that was all flirting with me and asking me personal questions to try to get so called "courtesy credits"(which is only for trouble that t-mobile has caused.) what are some post paid issues that customer service reps have to deal with???
For me its when NY customers call in and they want everything now, or when they go "Hello", every 2 seconds like they are all tweeked out. or the customers that try to get free mins. I just had a customer right now that was all flirting with me and asking me personal questions to try to get so called "courtesy credits"(which is only for trouble that t-mobile has caused.) what are some post paid issues that customer service reps have to deal with???
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really man im a prepaid csr and all hear is how cingular is the devil and we should be ashame for putting an end to tdma tech and how its my fault there min expired.. really it get old quick
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haha..that is funny. Hey dude break down the prepaid plans for cingular for me please. Dont the customers have to pay a $1 fee to use service??? i really dont know. tmobile's prepaid is really simple.
Do you guys have to deal with preactivated sim cards??? I just want to compare both prepaid's.
Do you guys have to deal with preactivated sim cards??? I just want to compare both prepaid's.
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there two types of prepis service 1. PICK YOUR PLAN has to be setup with recurring paymenst with a charge/debit/checkin account... there 4 plan its similar to contract plan like day mins with nights and weekend min and then 2. PAY AS YOU GO.. that one has flat rate .25 per min the other is .10 permin free m2m and 1.00 day surcharge only on days cust uses the phone ... to behonest most of ppl are old and use to emergency... thats tmobile plans like...
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o i c...now im not understand that last fraze
"thats tmobile plans like..."
"thats tmobile plans like..."
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nah not really we just custie calling about cingular rate plans just because cingular shutting done the old tdma prepaid service.... yea what are tmobile plans like/what are they
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T-Mobile-To-Go is pretty plain and simple: Just buy mins. increments of 10, 25, 50, 100. Dec. rates fluchuate (sp?) depending on what refill you do. The highest is .33/min and lowest can be .10/min.
Now the thing that a lot of people especially old heads is the "gold rewards" program. When you spend 100.00+ you recieve 15% more mins. and have an expiration date of one year. Mins. do rollover on every refill and the expiration date does extend a year everytime a customer refills a year from the date that they refill.
Don't have any "free nights" or "free weekends" or M2M
Then we have the Sidekick plan which give is for a $1 you get unlimited email,web browsing,instant messeging and sms. Calls are a flat rate of .15 a min. Sidekick...
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Now the thing that a lot of people especially old heads is the "gold rewards" program. When you spend 100.00+ you recieve 15% more mins. and have an expiration date of one year. Mins. do rollover on every refill and the expiration date does extend a year everytime a customer refills a year from the date that they refill.
Don't have any "free nights" or "free weekends" or M2M
Then we have the Sidekick plan which give is for a $1 you get unlimited email,web browsing,instant messeging and sms. Calls are a flat rate of .15 a min. Sidekick...
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thanks.... thta gold reward sound cool tmobile plans sound better then cingulars
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I guess, alot of customers want free nights and weekends. I just tell them that it's not availible because they are working on the coverage area, which I feel is waay more important then the features.
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hey can you go into more detail about the prepaid plan with a sidekick im just a bit curious now
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So on the Sidekick plan you can get prepaid unlimited internet, email, and sms for about $30/month? Wow! What is the cost on a Sidekick with one of these plans? Do they run at edge speed? Is it Sidekick devices only? Thanks
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Exactly, about 30.00 a month, unlimited Data, .15/min for voice calls. But it charges 1.00 no matter what if you use it or not.
Sk2 doesnt have edge but the SK3 does. the "Sidekick Plan" only works on the Sidekick 2 or 3.
It is very very popular in NYC and LAC. One thing it does lack is that it doesn't support 'Flash'. So a lot of people have trouble getting on to MySpace and other flash supported websites.
Any other questions??
Sk2 doesnt have edge but the SK3 does. the "Sidekick Plan" only works on the Sidekick 2 or 3.
It is very very popular in NYC and LAC. One thing it does lack is that it doesn't support 'Flash'. So a lot of people have trouble getting on to MySpace and other flash supported websites.
Any other questions??
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whats the prepaid pricing on the sidekick? you got me intrigued now. and what kind of payment options are available for the prepaid service, monthly, weekly, every other month??
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Its just like regular prepaid, you add mins. as you go. A lot of people just add 10.00 at a time. Also remember that gold rewards does not apply to this type of plan.
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From what i understand( i dont't sell) i think your paying full price so about 300.00
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Are they getting rid of their prepaid service??
is that what you were saying?
is that what you were saying?
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nah cingular the new att is getting rid of their old TDMA prepaid service and cingular trying to get them to switch to GSM prepaid same service just really a big tech change mostly in trying to get the cust to buy cingular gsm phones... andwe do have nights and week end plans there call PICK YOU PLAN plan 1. is 29.99 up to 200 min no night no weekens plan 2. 39.99 up to 300 min 1000 nights and weekends plan 3. 49.99 up to 400 unlimited nights and weekends and last plan 69.99 up to 650 min unlimited n/w and free m2m but must be set up monthly recurring payments.. its really for cust that have bad credit scores or dont want a contract really its a rip off if u think about....and sorry it took so long to respond
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yeah pick your plan is a scam in my opinion, if someones going prepaid they should go for pay as you go with us at cingular
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i dont know it does sound like a good deal if you want free nights and weekends and dont have good credit. Can you add refill cards???
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not on pick your plan has to be setup with recurring charge only pay as you go can refill with cards.
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Soon T-Mobile is going to launch a set plans called "Take Control". For those who haven't heard of it this is what it is(kinda simular to Kidconnect): You have a bucket of mins. and you can add refill cards also. They just finished a market test and I suppose it went well becuase I think they are going to release it nationally soon (no date on when). But the coverage is the same as prepaid (not as many roaming agreements) but its just like getting a plan (need a credit check to get the plan)
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The coverage is the same it is just that postpaid has more roaming agreements then pre-paid. Prepaid just started with roaming back in I think in April 06 or so..I forget.
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yea roaming sucks i got hit with roaming once with sprint it was a nitemare the funny thing the only thing that saved me was i had a homeboy that worked for them that hooked it up if u know what i mean .. cingular has no roaming they show different couverage maps for postpaid and prepaid but to be honest there the same they roam off of tmobiles towers anyways
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no i can't, we have a special unlock team that retreives them. sorry dude. SK's cannot be unlocked if thats what you are trying to imply đ
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I work for tmo in the corporate retail channel and the issue we see is...cmr serv(or atleast some reps) give expectations to a customer over the phone and when they come here we have to school them and tell them the opposite. For example (and this happened 20 min ago) cmr lost his v3t and has had it since 04june06. Okay cmr calls cmr serv and they tell him that he qualifies for a full discount for a free 6030 and as you know its not true and the cmr was not happy and was frustrated....
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Dang, how can that happen? I only do prepaid so i dont have to deal with that. but why is that they are saying one thing and you are saying another?
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Believe it or not this happens often from cust serv. There have been times when I've gone over my minutes and called Cust serv and they say they'll give me courtesy minutes to cover it for 'being a dedicated customer' only to find that when it went to the next level of support to activate these free minutes they can't help me with my overage. I was all set to accept the overage just looking into options and then the bonehead gets my hope up. This happens way too much where the 'newbies' don't know what they are talking about.
I'm not a csr for T-Mobile but I've seen and heard from others too many times that T-Mobile first level CSRs will say one things and exactly what grpsking states, the next level is sitting there trying to rectify ...
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I'm not a csr for T-Mobile but I've seen and heard from others too many times that T-Mobile first level CSRs will say one things and exactly what grpsking states, the next level is sitting there trying to rectify ...
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I definetly understand what you are saying; I hate when new reps undermind policy, it frustrates the hell out of me. I try to tell them to raise their hands if they need help. We do preach to the new reps to place on hold whenever they are not able to find something or need help(eventhough we do have a whole intranet of policies and procedures right in front of them on their computer)
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New Yorkers and Californians are similar creatures but they have one slight difference.
New Yorkers know what they want when they want it because they KNOW they want it.
Californians know what they want when they want it because they FEEL they want it.
Everytime I talk to someone who lives on the coast I cringe! Because the problem they call in about (usually overages they feel are invalid or an oow fee for liquid damage even though they live next to a frickin ocean!) are usually so inane and incredibly stupid I just let them do their b!tch session and get them off the phone as quickly as possible.
New Yorkers know what they want when they want it because they KNOW they want it.
Californians know what they want when they want it because they FEEL they want it.
Everytime I talk to someone who lives on the coast I cringe! Because the problem they call in about (usually overages they feel are invalid or an oow fee for liquid damage even though they live next to a frickin ocean!) are usually so inane and incredibly stupid I just let them do their b!tch session and get them off the phone as quickly as possible.
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You hit that on the dot!!! Also the thing that I find is that New York/New Jersey customers are always the ones that think that we owe them if we make any kind of mistake. Yeah we will compensate for dropped calls (only one min/dropped call) but after we fully troubleshoot your phone.
I do hate talking to New Yorker's but sometimes I do like talking to them because they sometimes bring excitement. Especially with dealers who mostly are indirect, think they know everything and get pissed when they don't get their way.
Also there are the downsouth customers who are the ones that ask for credit the most but are really polite by using sir, thank you and etc. but i always deny credit.
Now coowguy, I assume that you are a post-paid cust...
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I do hate talking to New Yorker's but sometimes I do like talking to them because they sometimes bring excitement. Especially with dealers who mostly are indirect, think they know everything and get pissed when they don't get their way.
Also there are the downsouth customers who are the ones that ask for credit the most but are really polite by using sir, thank you and etc. but i always deny credit.
Now coowguy, I assume that you are a post-paid cust...
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