I just have to tell you that you are one of my heros. The main reason I say that is that I've talked to a number of CSR's and not all of them are helpful and seem to live all the values that T-Mob subscribes to. I'm an RSR in a corporate store and I've had my share of less than patient customers, so I know exactly where you're coming from. I think the exact words that I want to use are "you're preaching to the choir." When we all signed on, most of us truely believe that Customer Delight Drives Action, and its great to see and hear that there are others that feel the same way about our jobs, our co-workers and most especially our customers. Any time you want to vent, you just let me know and I'll share some stories of my own.

😁 Thats good that you kept your cool, cause if you didn't, that would of really gave that crazy person, a reason to make it her duty to get you fired. You stated that she said she worked in emergency service. I wonder how can she work in Emergency Service and be that insane, and take care of people, when she one day might aggravate a patient causing them to well you know. If her job is that stressfull she shouldn't make yours stressfull. Here is some words of encouragement: "GOOD JOB!" The reason I stayed with T-Mobile for like 4 years, is because of the Customer Service, the excellent service, and the Best Rate Plans! Jesus loves you!

Dang biz...sorry about your unfortunate experience. I have been a CCR now for over 2 years. I was one of the first CCR2s at call center 08. I opted out...but when I was taking those escalated calls believe you me I just about had it up to here with some people. I can tell from your posts that you genuinely like your job and care about these people. Not to quote our former president but "I feel your pain." Keep up the good work and vent as much as you want!

You sound like an excellend CCR. I know what you mean about caring for the customer and they don't respect you. I would be honered to talk to you if I had a problem with my phone. Keep up the good work.

Great story about the text messaging fiasco. I am a retail rep for a small wireless company and the problems seem to be across the board. When they come in to our stores, a few of us will just tell the customers to calm down, have some coffee and just tell me what the heck is going on, and then you tell them what the heck is going on. I have been working in the industry for a couple of years and it seems that if you are as blunt to the customer as they are to you that you will get their problem resolved. My major thing is to not let the customer run over us, because they will--we have no problem in showing them where the door is if they get out of line. But this is a rare, rare occurance. I will have to admit that there is somewhat of a...
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there is no reason people need to treat CSR's the way they do sometimes.

It's called the basic breakdown of proper etiquette and caring. People only think of themselves in most instances and they just don't give a damn. Develop thicker skin...it'll come in handy.

I feel your pain, brother! I spent forty minutes on the phone with a SmartAccess customer who has the 3000 minute plan and is way over, 100+ bucks in 411 calls, overage, LD/Roaming, the full shot. He says from the getgo that he's on medication (and I have zero reason to disbelieve him on this front!) and how he just lost a contract because he's suspended and he's about to cry (and he does) and how we're killing him and on and on... So I go through the whole nine, advise him of self help options, how to monitor his account, that he can monitor his spending limit balance but in the end it's his account and his responsibility, yada yada. This does not get through. We go through the whole cycle of issue, blame, self help, belligerence, etc. ...
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Very nicely done! You have far more composure than I do. I'm an Assistant Trainer and believe you me, I take A LOT of escalated calls. If the customer treatse with respect, I show them the same. If they treat me like a peice of dirt, I throw it right back. It's the Golden Rule. Here's a quick story for ya...Yesterday, last call of the night for one of my GMA reps, she gets a Smart Access customer (do you see a trend on this thread lol) that is suspended for exceeding the SLB. She is FURIOUS 👿 👿 with T-Mobile for numerous reasons. She is on disability and feels we are extorting money from her. (she works for the goverment by the way, funny she says WE are extorting money from her, lol). She has some sort of cancer and needs her se...
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i work for a tmobile call center and all i handel are samrtaccess calls and it is absoluelty terrible the things some custs say to you... and the fact that we HAVE to put up with it we HAVE to warn them twice to stop calling us a retard... a**hole or whatever else they can throw at us... and for the most part i let them go but when they start belittling you and ridiculing you before you can even end the call with them it is just redidculous to talk to anyone lese that way... and for the most part we are good reps and we are trying to do our job and fix the bad reps mistakes at the same time. but some people just want to yell and scream at you because you HAVEW to listen to them

Ya know, I work retail on the indirect side and I feel bad for reps sometimes because I have actually had customers come into my store and call customer care and treat reps that way. I have to admit, (I'm not proud of it) but I have been rude to a rep before. 😢 I know! I know! I do have to apologize and say that there is nothing more unpleasant than someone you don't even know think that you personally are taking money from them and treating them badly.
I also have to say that we live in a generation that thinks that the customer is always right and with that comes some harsh incidents. I had a blind man come in my store one day and said that his V300 was not working properly. I trouble shot his phone and came to the conclusion that ...
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You know what T Mobile needs? The number to Sprint Activations on every terminal just for customers like this. These type of people don't deserve to be T Mo customers. If you can't even deal with the best CSR's in the industry (Bling Bling, thanks JD Power and Associates) then you should have to deal with the worst. Screw around with Sprint's virtual Claire for a while, wait 45 minutes for a CSR and then have them tell you that they don't care. Ah yes, these idiots would LOVE to come back to T Mobile after that. Screw them, I know T Mo's big focus is churn right now, but these aren't the customers that they want anyways.

I must say that 95% of the time that I have to call a CSR for a customer that I am thankfull for all the awesome peopl...
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I just want to say as a customer 99% of the time T-mobiles CSR people are wonderful. You certainly do not deserve that treatment from "Diva" phone goddess wannabes