Shop Talk
Here's a good way to minimize churn...
Regardless of what wireless carrier you are employeed through, if a customer comes up to you requesting their account number, you should politely inform the customer that your customer care department will be able to assist them with that information once they have verified a particular item on the customer's account. At this point people, you dial the internal phone number for your retention/save team so they can attempt to prevent the customer from churning voluntarily. You'll be suprised how well this tactic works for me on a weekly basis with customers who come up to my work station to request their account number and end up staying with Sprint instead of porting out after being warm transferred to our account retention department.
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Except in my store I would probably have something thrown at me if I tried that...then I would be sworn at in a language I don't understand and get to call mall sercurity and have them escorted out...so I guess there is an upside. 😉
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ha... sounds about right... only problem is since i started working for Sprint i have learned an extra language so id prolly understand the profanity...
as for the language i had to learn... well lets just say...
¿Qual es tu numero de telephono?
as for the language i had to learn... well lets just say...
¿Qual es tu numero de telephono?
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haha yeah I already know enough Spanish to get by, it's the Portuguese that I don't know and everyone in this town is Brazilian 🙄
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Thats bruital bro... heres a quick breakdown of what i can do in spanish (its only on the list if i can accuratly understand what they want me to do, and comunicate back to them what i am doing)
-New Act
-Add a line
-Transfer of Liability
-Phonebook Swap
-Change of Address, Ph Number, or Correct spelling of name on account
-Service Payment (at counter or assisting with the APC
and theres also a few random other phrases i know to help people but thats pretty much all the major stuff... ooh i can ask for my manager (dominican ie spanish speaking) for her codes in spanish... she likes that actually...
but yeah i picked it up quick... i took five years of German to end up being more fluent in Spanish... good to see my education did...
(continues)
-New Act
-Add a line
-Transfer of Liability
-Phonebook Swap
-Change of Address, Ph Number, or Correct spelling of name on account
-Service Payment (at counter or assisting with the APC
and theres also a few random other phrases i know to help people but thats pretty much all the major stuff... ooh i can ask for my manager (dominican ie spanish speaking) for her codes in spanish... she likes that actually...
but yeah i picked it up quick... i took five years of German to end up being more fluent in Spanish... good to see my education did...
(continues)
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Or
Como puedo ayudarle hoy?
How may I help you today?
Deseas pagar su cuenta?
Are you paying on your account?
Estos telefonos son Azul Diente.
These phone are Bluetooth.
Esta persona en cliente cuidado habla espanol.
This person in customer care speaks Spanish.
Quiero un mas cerveza por favor.
I would like another beer please.
Donde esta el bano?
Where is the bathroom?
The last two phrases I usually end up using after a day of having to say the first four ones. LOL!
Como puedo ayudarle hoy?
How may I help you today?
Deseas pagar su cuenta?
Are you paying on your account?
Estos telefonos son Azul Diente.
These phone are Bluetooth.
Esta persona en cliente cuidado habla espanol.
This person in customer care speaks Spanish.
Quiero un mas cerveza por favor.
I would like another beer please.
Donde esta el bano?
Where is the bathroom?
The last two phrases I usually end up using after a day of having to say the first four ones. LOL!
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seriously if they aint my customer and it isnt within the first 6 months i dont care. they can cancel all they want they can get 200 dollar etf's all they want. i dont get paid based on my companies subscriber base therefore i could give a sh!t less right.i could care less if they have 50 million or 50 customers i did my job i activated them its not my job that customer is an asshat
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Exactly. If they wanna cancel, and it wasn't my customer, i say let 'em!
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exactly thank you.however even some of my customers are that big of a pain in the @$$ they can go. please. sometimes if they are like im gonna switch to verizon i just wanna be like you need a ride? one cust i have i upgraded and added 3 lines to his service in november. he calls my mgr saying i never told him about the act charges and upgrade fees and i did. then he comes back like 3 weeks later this phone sucks he had a samsung 640 sprint highest selling phone at this time and im like ok so i switch him to a different model and he comes back in like a month ago talking he needs a bluetooth and he was talking to one of my other reps and he was like he said u told himk it had bluetooth and i look at both of them and say he says i said a lot ...
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Yeah, they're just deal hunters. I hate them, they just create so much stress, and hassle for us.
I agree, if its my customer and they're just being the biggest PITA, i just take the return gladly, cause then I wont ever have to see them again.
Then again, with my luck, they'd probably find some way to keep complaining.
I agree, if its my customer and they're just being the biggest PITA, i just take the return gladly, cause then I wont ever have to see them again.
Then again, with my luck, they'd probably find some way to keep complaining.
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I second this. With the exception of the word "aint" and all the other punctuation and syntax errors. Lol And asshat is a great label! But seriously, as long as I get paid, who really cares? Unless you're a regional manager or a higher-up, it doesn't really matter.
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sorry for the use of the word aint lol. thanks for agreeing many people probably think wghat i said sounds totally lame but i dont care because when it all comes down what matters to you and i. our paychecks not the regional or district.
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You should be able to do most of the convincing yourself. If the only way to keep them is to break the rules, then you get retention on the phone. This is for every else's info...
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You'd be surprised how many Sprint ports I get with pissed off customers because their reps wouldn't give them their account number. 🤣
Did you know that what you're doing is nearly illegal? You know they're asking for their account so they can port out, and once the request has been submitted it's illegal for the former party to hinder the port. That's why I always submit Sprint ports without the account number first, and then add it in later.
Did you know that what you're doing is nearly illegal? You know they're asking for their account so they can port out, and once the request has been submitted it's illegal for the former party to hinder the port. That's why I always submit Sprint ports without the account number first, and then add it in later.
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exactly plus its not like its confidential information it gets mailed to them once a month for pete's sake im just helping them out. i think if you are professional they will remember and if things go south with the new carrier they just might be back. if not o well why be a jerk like i said before it doesnt matter to me port please!!!!
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