Shop Talk
Wireless is losing business due to miscommunication!!!
Anybody else think it is odd that a communication industry has so much interdepartment, customer, angent vs. dealer store, and overall MISCOMMUNICATION?! A lot of times the reps who sell or worse the customer service reps who should know what is possible do not! There is a communication gap between buying a phone and all the other capabilities or incapabilities associated with wireless. No you cannot buy a new phone at the discounted price 3 months after activation I don't care who you have! The industry sets us up and especially the customers up to not to understand what is possible or even feasable when refering to wireless!! Who can bridge this gap, and more importantly, how will they get paid? People in retail shops have dealt with ...
(continues)
(continues)
...
Seriously though I think someone should step up and fill this void!!
...
Rathrok said:
The answer is genetic engineering.
I'd volunteer my genes... but they're ripped.
...
If there was someone do you think the people in this community would take advantage of it?
...
What you are asking for would be really great. But the carriers most likely will not put the money into it, and the govt will not pull money out to do this. The money they would pull would be from the military, schools, hospitals, road construction, etc. I personally think these things are much more important.
I do agree that there are some major problems with communication within carriers, but that is their fault. It also has to do with the training that the carrier gives their associates. It could be better, and enforced.
Thats my two cents. 😕
I do agree that there are some major problems with communication within carriers, but that is their fault. It also has to do with the training that the carrier gives their associates. It could be better, and enforced.
Thats my two cents. 😕
...
What if there was a way, do you think that an independent service would have enough value for people especially in this community to use it?
...
No. I think people would either never know it existed, or have the attitude that they already know. They have had cell phone for "like 20 years!!!"
Time is money. No one will take the time to use that recourse. They have soccor practice, dinner to make, family to see. Not enough time to do that. There could be a web site, but a lot of people do not have computers.
I still think it would be useful, but not feasable.
Time is money. No one will take the time to use that recourse. They have soccor practice, dinner to make, family to see. Not enough time to do that. There could be a web site, but a lot of people do not have computers.
I still think it would be useful, but not feasable.
...
What if requests could be made via email and then a response email or phone call?
...
The resolution is not to hire someone or some group to do our jobs, WE need to do our jobs better. All the concerns you address are caused by two main issues, lack of training and apathy by the employee.
...
I have found that a lot of times the reason employees are not well versed in diversified solutions is because they get paid on activations not creative customer service solutions. Internet phone sale frustrations completely illustrate my point. People come into retail shops, get the info they need and buy online. Integrity of the wireless business needs to be preserved one way or another and typically most sales people will be unable to do so because that is not what they are PAID to do. I am suggesting that a 3rd party preserve the integrity and that the retailer do the activation.
...
Again, paying someone to do your job for you. I don't know how things run where you are, but "clerking" is unacceptable to me. Professional sales representatives do what you are suggesting already. They enjoy increased compensation through additional revenue per sale and significant referral business.
Apathetic employees see no advantage in providing the service you describe. They collect a paycheck and care nothing more.
Apathetic employees see no advantage in providing the service you describe. They collect a paycheck and care nothing more.
...
Realistically I have found few professional activation specialists that can push upgrade elegibility, request refurbished phones, do transfers of liability, set up contracts that are less than a year, and remove hundreds of dollars of charges from a customers bill. There is no incentive for them to do these things but there is someone who can.
...
Well,
My reps do everything there except billing credits, something which we are not allowed to perform (that has been taken from all store reps and was never given to agents). I am curious where you work, because I expect my team to do these things. I already addressed their incentive, but an additional one is keeping their job. Luckily most of my team "gets it" and has no issue performing these tasks.
Another thing is I have been doing and training reps to perform these tasks for 10 years. For some stores this may be something new, but for me it is just the right way to do business.
My reps do everything there except billing credits, something which we are not allowed to perform (that has been taken from all store reps and was never given to agents). I am curious where you work, because I expect my team to do these things. I already addressed their incentive, but an additional one is keeping their job. Luckily most of my team "gets it" and has no issue performing these tasks.
Another thing is I have been doing and training reps to perform these tasks for 10 years. For some stores this may be something new, but for me it is just the right way to do business.
...
Essentially, not every one is as good as you are and it would clear up the industry substantially if everyone was as good or if there was a third party that could fill the gap! 🙂
...
Just not sure why you are so caught up with this third party company. Why would they have more incentive to do a better job that people who are now paid to perform that better job?
...
If someone is incapable of resolving the issue, how is that passing the buck? 😁
...
If you handle the customer correctly, you should be able resolve the issue. Very rarely should you need to go higher than yourself.
I'm sure my great friend Texas will agree...I think this may be the only thing we'll agree on though 🤣
I'm sure my great friend Texas will agree...I think this may be the only thing we'll agree on though 🤣
...
I understand the point, but the frustration level with wireless in general as far as the public is concerned is way too high!!
...
There have been times when I have resolved customer issues and have had my expertise abused unfortunately. This can be very discouraging for me and almost every one else in the wireless industry. Have you ever had that happen and isn't your time worth more than that? That is what I am proposing. That the people that resolve those issues be paid just for resolving them not on the phone because the would not sell phones. That is where I come in. There are things that I can do that 90% of people that are already in the wireless industry either do not know how to do or do not have time for. I charge to resolve these issues nothing more nothing less hence nothing but wireless.
...
No one is going to pay you to do these things. I know agents won't, they expect their staff to do it. I know carriers won't, they expect their staff to do it.
You are talking about an admin position that I am sure many business' have toyed with, but it ends up not being cost effective.
You are talking about an admin position that I am sure many business' have toyed with, but it ends up not being cost effective.
...
You are correct no wireless activation booth will pay me to correct this problem even if they themselves are unable to fix the problem. However, I serve customers who will!
...
You are misreading the customers as well. No customer would pay you to fix a problem with the carrier or the store. There are escalation procedures in place for those issues. If they don't get resolved, there are also people in place to fix that. They are called attorneys and judges.
...
Attorneys are unecessary and a lot of times customers become too frustracted with the escalation process that they just cancel and give up on wireless!! The problem I have with the industry in general, is because of customer frustration, we are destroying the industry. Wireless consulting has a future and you will find that consumers would tend to agree.
...
Good luck.
They may like the idea, but they will say why should they pay you to do our job?
They may like the idea, but they will say why should they pay you to do our job?
...
You bring some valid points and my company only provides service that caters to consumers or business wireless users as far as dealing with the frustrations associated with wireless after the sale. I appreciate your advice and will take it to heart. 🙂
...
Ahhh, I see.
So how many customers or carriers have paid for your "services"?
So how many customers or carriers have paid for your "services"?
...
I am unable to give you the exact number unfortunately, but I would say at least 20-30 per month and I have only been in business for 3 months
...
20 to 50 dollars depending on the issue and then on bill credits one 3rd of what I save them!
...
