Shop Talk
have you ever recomended a competitor?
I know we could probably get in trouble for this, but have you ever had a customer come in that is out of contract asking about when you will get coverage in a certain area, and knowing that it probably won't happen for a long time, recomended a competitor that you know offers the coverage they need?(was that a run on setence or what!) I just told a customer that had 4 lines to go with someone else 👀
...
Yes. I don't think we shoudl get in trouble for it. You are risking sending our percious phones out into the big bad world. If you could lose money, don't do it.
...
I have done it. But it was for the better need of the customer (needed a phone for overseas and i work for a cdma carrier)
...
It's okay as long as it's, "for the greater good, the greater good, the greater good."-hot fuzz
...
I've never straight up recommended a competitor but I have made customers aware of what networks are in areas we don't cover, usually if they have moved to a roaming area. I did also offer to call another company for a customer once. I was taking a Sup call and the guy was such a jerk, he was threatening to cancel his "Twunny Fi Biness Limes!" which I knew was crap since both he and his wife came back Smart Access at the time meaning they were about a step away from a deposit. So he said he'd cancel his 25 lines and I said "well if you want to spend $5,000 in cancellation fees to prove a point then go ahead." so he replied with "This is terrible customer service, you're not very good at your job! I'm calling Cingular!" so I replied with "Wel...
(continues)
(continues)
...
man, i would have a hard time working in call center because "big brother" is always listening in. IN the store its just me! I can say whatever I want but I am always civil.
...
Well I do quality assurance too, so I am big brother to an extent listening in on people, however this provides a few advantages for me like the simple knowledge that a 45 minute call will never be QA'd unless suggested by someone who heard it live because it's just way too time consuming...
...
ive recommended verizon for their wireless card, b/c ours at tmobile sucks a$$
...
I see it this way, If the svc dont work then it don't work. I Send customers to other companies alot. It shows that you honest and not tryin to rip people off. I believe that it gives you and your company a good name. Now 4 lines would have been rough so I hope you offered them a trial period. If they really wanted a certain phone the they'll at least try it out.
...
I have.....if I know someone else has service where they live and we don't I'll recommend somewhere else.
Otherwise I know they'll be in every other day complaining and most likely just end up cancelling anyways.
I don't need chargebacks
Otherwise I know they'll be in every other day complaining and most likely just end up cancelling anyways.
I don't need chargebacks
...
I recommend Cingular/AT&T to people looking for International Plans since VZW doesn't offer any except for Canada.
...
What I HATE about this entire issue.. is that all the companies claim to want the 'best' for their customers, and to the customers face, they will openly admit that, but internally is a different story.
I suppose it is different in store because you can generally tell (aside from Secret Shoppers) if you're being watched or not. For us in Customer Service, we can't really tell a customer that a competitor has something better than we do, even if it's clearly better for the customer to go with someone else. We're supposed to point out our strengths for said issue, even if it's something we're bad at.
I suppose it is different in store because you can generally tell (aside from Secret Shoppers) if you're being watched or not. For us in Customer Service, we can't really tell a customer that a competitor has something better than we do, even if it's clearly better for the customer to go with someone else. We're supposed to point out our strengths for said issue, even if it's something we're bad at.
...
We get recorded every time so it's harder (like Brett said.) but once in a while I will give people a nudge in the direction of another carrier, usually Verizon. I refused to recommend Sprint or AT&T to anybody (Heard too many horror stories) but I've had Verizon and they did well enough, had no service or customer service trouble and they are one of the bigger coverage carriers.
I'll usually say something like "Well, T-Mobile DID rank #1 on the JD Powers overall customer satisfaction, Verizon got the number two slot." and let that go.
I'll usually say something like "Well, T-Mobile DID rank #1 on the JD Powers overall customer satisfaction, Verizon got the number two slot." and let that go.
...
