I'm Baaaaack....
Just got home from a shortened work day. Thank you Gandalf1 for your support. It just seems so obvious to me. How can anyone defend a company that is so under-staffed that they can't answer the phones??!!!! It'd be hilarious if it weren't so sad.
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Have you ever worked in a cell phone store? I have. I do. In a college town. Started in August. Back to school sucked. Try 3 hour wait for in-store customers. We had all 5 full time sales reps working their terminals, the two part time greeters selling accessories and taking prepaid payments, and the two managers helping direct traffic. Guess how many times the phone got answered during that month. It was like that every day in August. It isn't like that now.
My point? You may have caught them during their "August." Cut them some slack. Most cell phone stores can't support more than 8-10 employees total anyhow. How many do you think they need? Business is business. Deal with the customers putting money in the pocket today, the ones on th...
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My point? You may have caught them during their "August." Cut them some slack. Most cell phone stores can't support more than 8-10 employees total anyhow. How many do you think they need? Business is business. Deal with the customers putting money in the pocket today, the ones on th...
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I'm currently part time (39 hours) along with a full time rep (40 hours) and a full time assistant manager (40+ hours) in our store. The company can't move me up to full time because that would require a bump in my quota which the store can't meet with our current numbers. Sure it's busy as all hell, but it's payments, bill questions, random other stuff other than activations. But until we get more net accs per month, we just have to deal with it.
And last october when we upgraded from TDMA to CDMA and also had a TDMA part go out on us, we had A LOT of blocking and A LOT of droppage. And A LOT of angry customers breaking down our door.
And last october when we upgraded from TDMA to CDMA and also had a TDMA part go out on us, we had A LOT of blocking and A LOT of droppage. And A LOT of angry customers breaking down our door.
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I forgot to add too:
We have been asked recently to answer the phones after 3 rings, regardless of how busy the store is. I hate this idea, as that means I have to put my current customer on hold as I answer the phone. I want to reward the customer who took the time out of their busy day to make it down here on their lunch hour or whatever as opposed to someone calling in.
I also refer a lot of people to customer care. On any given day, I could have 2-3 things on my desk at one time, or 20-30. A lot of the time I'm guilty of forgetting things, misplacing things, etc... With customer care when you call in, one customer is all they focus on until you hang up the call. It is a one on one interaction and sometimes you can get far more done...
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We have been asked recently to answer the phones after 3 rings, regardless of how busy the store is. I hate this idea, as that means I have to put my current customer on hold as I answer the phone. I want to reward the customer who took the time out of their busy day to make it down here on their lunch hour or whatever as opposed to someone calling in.
I also refer a lot of people to customer care. On any given day, I could have 2-3 things on my desk at one time, or 20-30. A lot of the time I'm guilty of forgetting things, misplacing things, etc... With customer care when you call in, one customer is all they focus on until you hang up the call. It is a one on one interaction and sometimes you can get far more done...
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I don't believe they are understaffed. They have several thousand emplyees answering phones. At the call centers. These folks can actually do more for you than the store most of the time. That is what they are there for. Many of the stores phone numbers are forwarded to the call center. Some give you options. I have called most of the Alltel stores in the country at one point or another. That is why I suggested calling Customer service. They may be able to get thru to the store for you and Xfer you if it is some strange question only the store can answer.
Or spend your day hitting re-dial, when it is obviously set to forward you somewhere else. It's your life.
Or spend your day hitting re-dial, when it is obviously set to forward you somewhere else. It's your life.
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The Alltel store here is always jamed packed. I wish I could walk into a direct store and it be empty. You are not undertanding, direct stores are always going to be busy, go into one yourself, mater of fact, try working for one and you will see how slammed they get. I have had customers come into my store because the direct was so busy they did not want to wait in line. I dont see why you could not ask the 800 number the same question you would ask the store, unless you wanted to know when they close and you would have to be a fool to call that many times for a question like that. No matter if you call them or the 800 number you should get the same answer.
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I am curious now after reading both his posts.
What is the question that he had to ask that made him want to redial the number 400+ times and not talk to cutomer support??
Ask the question here, you might get the answer...
What is the question that he had to ask that made him want to redial the number 400+ times and not talk to cutomer support??
Ask the question here, you might get the answer...
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I am 100% sure that you would be pissed if you drove to the store, waited in line and then when you finally made it to a rep they asked you to hold on while they answered the phone. A call center rep is much more suited to help you with a question on the phone than a retail store rep. Retail is equipped to help you IN PERSON. If you just need your voicemail passcode reset dial 611. If you want to know what time the store closes look at the sign in the window!! (just kidding) The call center knows the hours of each and every store.
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