Shop Talk

Don't forget about bosses day!! I don't know about everyone elses' boss, but mine are awesome! And an extra shout out to my store manager Meg - Love ya!!

So this guy comes in and says he just lost his phone and might be interested in buying a refurbed phone. So I pull up the account, 2 lines and there both eligible to upgrade and get free equipment. I tell him this and he says oh ok, of course I then inform him that we do require him to sign up for a new agreement. So he appears ok with this. Then I look into the rate plan and hes on an older digital choice family share plan. So I ask him how the plans been working and he says its good but id like "IN" calling so I show him the current plans and he starts telling me that this plan is not better than the one he has cause he would be losing anytime minutes and cant afford to do that cause he uses them all, all this after I already told him we c...
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A wonderful customer experience.

BLOOP BLOOP

Me: Recite generic opening

Customer: I needs to talk to a mother****ing manager.

M: Yes ma'am, I can get a supervisor for you. What exactly are you calling in reference to?

C: You ***holes charged me $50 and I ain't gonna pay it!

M: Yes, ma'am. You called us to replace a phone that was stolen from you. That charge is the deductible through your insurance.

C: I ain't calling about my insurance. I'm calling about this $50 charge on my bill.

M: OK. If that's the case, you'll need to call Cingular. We don't have access to your billing and are unable to view your billing records.

C: Cingular told me to call you because this 'ductible shouldn't be on there.

M:...
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Had a customer say "when i get a text message or a voicemail indicator, my whole house vibrates." Amazing.

me: Ok ma'am, you will need to get a police report in order to complete this claim.

lady: So where do I get one of those?

me: You will have to contact the police.

lady: So where can I do that? Do they have some kind of station or something?

me: Yes, there should be a police station near you.

lady: Do you know where that is?

me: No ma'am. I am not even in the same state as you, so I couldn't possibly know that. Try looking in a phonebook or calling information.

lady: Ok, I guess I'll call them.

There is a customer that our store has been dealing with that I say, if I may use the cliche' "takes the cake." This woman is to receive a referral credit on her account. So instead of waiting for the credit to be applied, she just pays her billed amount due minus the referral amount and left it that way. Well, when her service gets suspended a week later, she calls us and says "I didn't pay the full amount of my bill because I thought you would put the credit on it after." So after a four hour ordeal last week, the biatches service gets suspended AGAIN today. Why???? Of course it is our fault and we never issued her the credit - in her mind. Reality is honey, we issued your fat @$$ the credit, you just decided to blow up the service on your...
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I curse Cingular for changing everybodys voicemail! I know they sent everybody a letter telling them EXACTLY how to set thier new voicemail up but they are to stupid to read it! They are also evidently to stupid to listen to a few prompts and set up greetings! This is NOT rocket science, press 1 or 2. 1 is a standard greeting, 2 is to record your own. You have to to this twice then it tells you about some of the new features it has. A kindergardener could do it! I've had people throw up thier hands in frustration and hang up thier phone cause it is just too hard. Friggin MORONS! I wish it hurt to be stupid.

😎

hedz up to all you bustas that rag on tms

we regionals make 6 figgurz in our sleep i work in a market where i did all the work for my regional then took his spot when he moved up and i barely even work and make 12grand a month

fraud hell yeah
churn yep

our own fraud department investagated me and couldnt touch me

you all dream you made tms money
stop haten

Where do I start. I might have more luck trying to single out the one or two things they are good at. 1. Stealing my customers and giving them to other carriers. 2. Confusing the hell out of customers, I usually spend about an hour with people on their first call to CC after activating via a dealer. 3. Wasting my time. Every AWS dealer knows that they are supposed to go thru distribution services. So why bother calling care. Any rep who knows their **** is gonna put you on hold and transfer you to them anyways. Which brings up the side issue of dealers calling and pretending to be the cust until I VID the acct and they have to turn and ask the cust for the info. NOTE: I can hear you even when your not talking directly into the phone...
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Ok we all basicly work in a call center or a retail store and each day we come on phone scoop to vent our frustrations and I know that customers come here as well and read what we write. You would think that they would get the point but they dont. To be honest I don't think they never will get the idea that being rude and crude is not going to get them what they want. I don't care if you need your phone today and you are losing thousands of dollars. If you needed the phone that bloody bad go to the store and pick one up, don't call me yelling for you didn't get it within 3 days. Hello we say 3-5 business days clean your ears out, as my one teacher use to say to me "Is your ears on?" If you want great or even excellent customer care don...
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so leave work, call in sick and come to the beach!
It's 88 & sunny here in MIA
let's go!

I'm sorry

I wandered through Lounge forum.

I would like to be loyal as a puppy.

but i'm a cat

hisssss

but hey, now I'm back

Great story!!! had this redneck show up this morning looking for a phone.....had all 5 teeth!!! lol

had his wife and her sister with him. I always run the credit for more lines than they want and when they are approved they will usually add one more!! anyways, I ran it for 5 lines and with help from the credit gods, he is approved!

he puffs out his chest and say's "yep, I gots a credit score of 89" WTF!!! says he, "i sold ma trailer fer cash back in Arkansas, and paid off everything, now my score is 89!!!

congratulations cooter!!!! well naturally he gets all 5 lines (free phones, "cuz i aint's got any cash today"!!)

bout three hours later he comes back in laughing cuz the phone fell out of the truck and died...............
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Is this a universal epidemic or is it just a problem here in our call center?

I'm trying to get my schedule changed for 2 months now and I'm about ready to pull my hair out in clumps.

I normally work Sat and Sun 9-6, and Mon - Weds 11-8. Two months ago I found out a guy who was convicted of a pretty nasty crime had moved in to the apartment next door to me and I became a little edgy, my mom more so, and I decided I needed to be taking some self-defense classes...I also realized that coming home at 8pm and having to walk the long distance from my garage to my apartment alone and after dark on a regular basis was a bad idea. (I'm not a party girl, I generally stay home when I'm not at work or school so I am not out late usually.) So ...
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...
She: _But I'm telling you there is a crack on the housing of the antenna
I: _Of course, and you also told me that you can pull up the antenna perfectly and that the phone is not malfunctioning in any kind of way. We do not cover cosmetic issues and a "no problem found diagnosis" would be considered fraud. So that's why I'm not able to replace the phone, as much as I would love to.
She: _But it's cracked! It's exposed!
I: _Oh, sorry, I thought you said it was cracked, remember that a hole in the surface of the phone is a sign of misuse.
She: _No! There is no hole!
I: _I apologize, I misunderstood. I thought the phone was exposed.
She: _No... The RADIATION! My brother in law has a brain tumour, and the same thing could happen to me ...
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This just happened.....

Me: Ok ma'am, once you file that police report, just call us back with the info on it and we can continue with your claim.

lady: Wait, you mean I have to wait until the claim is completed to get a phone?

Me (imagined): Nah, I just want to ask you a bunch of questions because I think you're a swell gal and I want to get to know you better. Here's your sign b*tch!

... a computer technician and networking specialist.

I went to college, even self trained myself when I was not in class. The only reason I'm in retail now is:

#1. I enjoy the challenge
#2. I never took the certification test so it automatically makes me ineligable
#3. Money issues to finish college and take my test, plus all the blasted refresher courses since it's been a few years

This topic is for those in the sales floor only!

Ok, I've never seen a topic like this one so far, so I'm creating one: Working in a Call Center, hove you ever been disrespectful to a costumer? Or maybe not even disrespectful but very forward, maybe rude? something like "it like this, no other option, told you three times already, we've been talking for 10 minutes...." Anything like that at all??
Only for call centers please!

My story (the one that inspired this post):
Old lady calls (she said she was almost 26, sounded much older to me) and says she wants to speak to my supervisor, I was like "ok, I'll be happy to xfer the call, can I please start by having your home phone number so I can pull up your information?" to wich she replied "I talked to 2 people already and the latest...
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I can't decide if I love or hate Relay calls. I just had one and the Relay operator was wonderful but I've also had them where the operator was terrible, rude, and hard to understand.

Relay calls can be a real pain in the rear because they take FOREVER and 99% of the time they're a care issue and with a relay call you pretty much have to transfer (and we get kinda busted if we transfer instead of just giving the care number.) You have to speak in slow disjointed sentences so the operator can keep up and they get (some of them) very cranky if you ask them to slow down or repeat themselves...the whole Relay system is kinda ridiculous sometimes anyways. And it takes so long between responses sometimes I forget what the problem is when th...
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I originally posted this in the carrier forum, no responses. Does anyone know what lockline is replacing the ngage with?