Shop Talk
You have got to be kidding me!
So I had a customer come into the store to do add a line (a customer I always deal with, she will only work with me) and had a few problems getting it to go through the system. I called into activations to see if they could figure out the problem and push the app through. The rep asked to talk to the customer, they don't need to talk to them but whatever, if it fixed the problem I didn't care. Customer gets on the phone with the rep and the rep is trying to get the customer to add the line through her!!! Tells them she could get a better deal through her, WTF. I took the phone back stepped in the back room and had a few words with her. I cannot believe that she actually did that while I was in the middle of doing it myself. Of course the cus...
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That would piss me off too. I hope you had harsh words with that heiffer. I hope she doesn't get an activation all day!!!!!!!!!!!!
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dood that is effed up. i would be soo pissed!! thats pritty crapy that your sales support would try to snake the sale like that.. shady business i tell you!
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I'm supper pissed and just got done writing an email to my indirect account manager, good thing I write down every name and ID number of the reps. I have never had this happen to me before, usually they are super helpful, activations is the nicest department to deal with, at least they used to be. I'm guessing that telesales was taking activations overflow maybe? hopefully.
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Technicly she did nothing wrong. Bitching won't do anything. I agree she what she did was tasteless and that pissed me off when it happened to me, but live and learn.
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AT&T has been doing this to us agents for awhile now. They took away like four or five of our capabilities and offer to send the customer to a COR store or process it over the phone for them. Anything to keep them from the Agents. We always match their prices, we always find a way to undercut them anyway. But just the fact that they do...yea.
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I think this must be a new thing with VZW customer care. About a month ago, I had a lady come in who works for an oil rig company. She was needing to set up two new lines on an existing account under the company. The woman was the new office manager for the company and she was not quite authorized on the account yet to make changes or add lines of service. This was going to be a two line 6000 minute share plan, and each phone she was getting the bluetooth bundle. So, when I realized she was not authorized on the acct. I told her she'd need to have the acct. holder add her as an authorized user on the acct. So, as she's standing in my store, she contacts the owner of the company and I explain to him why he needs to have her added. He s...
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At Sprint, we have sales support, they have no quotas and can't actually sell anything to the customers, and if you ask me....our customer care department could care less about our customers. Highly doubt they would try to steal anything...it would take too much effort, lol. Can't believe they would do that though! That's really shady! 😲
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I've had that happen before. Don't ever, ever, under any circumstances ...unless theyre cancelling..let them talk to the rep on the phone. If you need an account number or something to port from another carrier pretend you are the customer.
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and then the client is not informed that they are in contract and when they port they get nailed for the charge... What your doing i think may be considered fraud.
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In a case of a port in I have the customer pull there account up on line and then from there look at the min they use, get the account number and check to see if they are in contract. I have in the past pretended to be the customer when calling to get an account number but it was only because the customer didn't want to talk to customer service and have to go through the menu. I don't really consider it fraud when the person asks you to do it.
Side note, alltel will not give customers there account numbers over the phone, kinda lame but whatever. If you need an alltel account number just text 692228 from the alltel phone and you will get the account number from there.
Side note, alltel will not give customers there account numbers over the phone, kinda lame but whatever. If you need an alltel account number just text 692228 from the alltel phone and you will get the account number from there.
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gozvzw said:
In a case of a port in I have the customer pull there account up on line and then from there look at the min they use, get the account number and check to see if they are in contract. I have in the past pretended to be the customer when calling to get an account number but it was only because the customer didn't want to talk to customer service and have to go through the menu. I don't really consider it fraud when the person asks you to do it.
Side note, alltel will not give customers there account numbers over the phone, kinda lame but whatever. If you need an alltel account number just text 692228 from the alltel phone and you will get the account number from there.
I have had this prob...
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gozvzw said:
In a case of a port in I have the customer pull there account up on line
Totally. But sometimes the service providor isn't one of the several you probably sell and they have to be contacted.
I don't really consider it fraud when the person asks you to do it.
It's not fraud since they gave you their personal info, you are a dealer, and you are not cancelling for them. If you did that, then it would be fraud.
Side note, alltel will not give customers there account numbers
Neither will verizon.
If you need an alltel account number just text 692228 from the alltel phone and you will get the account number from there....
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golem22 said:
and then the client is not informed that they are in contract and when they port they get nailed for the charge... What your doing i think may be considered fraud.
No, it's not fraud. There is absolutely nothing illegal about porting a number while they are in contract. If you are sleazy and don't tell them, they will get mad yeah.
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I now work for a company where it seems like just about EVERY SINGLE DEPARTMENT on may ring down list is now out to make a commission. 👿
And that isn't just a pissed off exageration, I am serious. Everyone makes commission. I am face to face retail side, I have to be leary about even following the processes recommended to me by a agent in what ever department. Just to ensure their name doesn't show up on the order instead of mine.
Over all there is a quite a bit of hostility between those hooked into the phones vs. those of keeping the kiosks from floating away. We just had a Gallup survey completed company wide, one of the questions "I feel that all of the departments in Company X work well together." That question took the pr...
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And that isn't just a pissed off exageration, I am serious. Everyone makes commission. I am face to face retail side, I have to be leary about even following the processes recommended to me by a agent in what ever department. Just to ensure their name doesn't show up on the order instead of mine.
Over all there is a quite a bit of hostility between those hooked into the phones vs. those of keeping the kiosks from floating away. We just had a Gallup survey completed company wide, one of the questions "I feel that all of the departments in Company X work well together." That question took the pr...
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Oh just for the record that is utter BS, i am sure that none of the phonescoop people would do it but i have seen enough cases where a store rep claimed to be a custy to get an acct number but the customer was in a contract... nect thing you know they are calling back to dispute there bill, a fun time is had by all.
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I'm sure it happens all the time, some people go to great legenths to get a new line. I personally have the customer double check to see if they are in contract, even when they come into the store saying they are out of contract, I don't want a deact in 29 days.
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I was beyond pissed!!! I mean come on, I worked for that sale and to have some idiot rep try and take it when I AM IN THE PROCESS OF DOING THE ACTIVATION 😡 ! Get your own sale's by talking to the customer that calls in to you no the customer that went into the store to work face to face with someone. I ended up losing on the accessory commission too, they were going to pay for the case and cla before then that b!tch had to open her mouth and I had to give them away for free.
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WOW I had this happen to me TOO! WHat's funny is the customer even told the rep we want to do the upgrade in store, but the rep did it anyway. I had called in to get the UPgrade date moved up a couple days, cause the phone was broken. and the rep started saying all of this stuff about how their deal was better and she could just mail them out new phones. i had the reps name and ID turned it into my Account rep, and didn't hear anything about it. lost 2 phones because of it but i won't let the reps talk to customers anymore unless they are on speaker phone!! 🤣
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I think you would like getting me as a rep, i am a "advantage" specialist so my commission is mostly based on contract renewals... I sometimes seal the deal by giveing the custy a bit of extra cash to help with the activation/upgrade fees 🙂 But the store rep still gets his sale so everyone wins.
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OMG i cant belive that (but i do) I used to be in retail activations and rule number one was DO NOT MAX. You really need to report that, its not right the rep is trying to steal yours or anyone elses commission.
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I have had it happen a few times and they rep really hates it when we get back on the line and ask to speak to their supervisor after asking once again for their name and ID number. By the time I get off the phone, an email is already going to my RAE and up the line about it.
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Happens all the time even to us at telesales especially when we needed CS assistance.
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Way back when I worked sales we would get store agents calling us a lot.
We had NO function other than sales, we did not have account access; we couldn't upgrade, change plans, look at features... anything. We had no access to dealer software either. We had One Function and that was to set up as many lines of service as possible.
We were penalized on our paychecks for every call we took that was not a sales so if a store agent called us it screwed up what we got paid. There was absolutely no reason for a store agent to call us and yet it happened ALL THE TIME. It drove us nuts. Sales agents were supposed to be trained to NOT call us. I would refuse to speak with them until I had name and ID and then explain as explicitly as I cou...
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We had NO function other than sales, we did not have account access; we couldn't upgrade, change plans, look at features... anything. We had no access to dealer software either. We had One Function and that was to set up as many lines of service as possible.
We were penalized on our paychecks for every call we took that was not a sales so if a store agent called us it screwed up what we got paid. There was absolutely no reason for a store agent to call us and yet it happened ALL THE TIME. It drove us nuts. Sales agents were supposed to be trained to NOT call us. I would refuse to speak with them until I had name and ID and then explain as explicitly as I cou...
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i have a friend who works CS call center. OMG i feel for you guys,
I call CS when there is an issue with a phone activating(going through a switch) and i've done manual programming etc and exhausted my local resources, THEN ill call just to find out that the phone is reported lost/stolen (our system did used to tell us this, it said it went successful, now it does though).
My friend tells me Directs and Indirects alike will call with the most simple stuff and waste their time... like "I am adding a line to an account and i need YOU to migrate all the other plans to the nationwide calling plans so i can add a line"... they have the same ability as CS, but are too lazy to spend their 5 minutes doing it themselves... IF I WORKED CS call cen...
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I call CS when there is an issue with a phone activating(going through a switch) and i've done manual programming etc and exhausted my local resources, THEN ill call just to find out that the phone is reported lost/stolen (our system did used to tell us this, it said it went successful, now it does though).
My friend tells me Directs and Indirects alike will call with the most simple stuff and waste their time... like "I am adding a line to an account and i need YOU to migrate all the other plans to the nationwide calling plans so i can add a line"... they have the same ability as CS, but are too lazy to spend their 5 minutes doing it themselves... IF I WORKED CS call cen...
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I agree with Nikoletta. She is smart...and we work together. The isssue as I see it in telesales is that you guys in the stores can't, or won't differentiate between Care, Sales, or Activations. When you call in with goofy questions, or want us to set up the line you are taking money out of my pocket and my agents pocket. FYI we CAN'T put your dealer code into an order, so DON'T ask. Honestly even if we could we wouldn't. The moral of the story is know what the different departments do and call the right one because we will not transfer you. 🙂
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Hello...sometimes during peak calling your department might receive overflow from another dept. We might have requested the correct dept the first time and be routed to you. When we call back....it just might happen again.
Are we supposed to tell the customer...sorry there are a large volume of calls coming in and i am being routed to a dept that will not process this activation...if you come back in 30 minutes we should be able to contact the correct dept and get this taken care of. Oh or if youd like i can put you on the phone with them and they can mail you a phone even though you have been in my store for over 2 1/2 hours deciding which phone you want and alternately stepping outside to spit your tobacco juice on our sidewalk. But ...
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Are we supposed to tell the customer...sorry there are a large volume of calls coming in and i am being routed to a dept that will not process this activation...if you come back in 30 minutes we should be able to contact the correct dept and get this taken care of. Oh or if youd like i can put you on the phone with them and they can mail you a phone even though you have been in my store for over 2 1/2 hours deciding which phone you want and alternately stepping outside to spit your tobacco juice on our sidewalk. But ...
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i work in telesales and NONE of the overflow calls we take are ever for credit and activations which is who the store should be calling. if we take over flow its for another sales dept so dont blame overflow for this.
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Well...I for one know that phones always work correctly and i ALWAYS end up routed to where i need to go...so No this could NEVER happen....right. Haha. I have been routed to accounted receivable before...And no there was no past due on the account i was accessing. The system is not perfect...but we are all working in it.
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Well if you read the post completely you would see I called into ACTIVATION'S not telesales, if I got rerouted that's not my fault. I still think it is wrong to try and snake the sale for me, what do you think I get paid on? Defiantly not on spending a ton of time with a customer helping them select the phone that is best for them then starting the application only to let some person over the phone have the sale, hmmmm that doesn't pay my bills. *NEWS FLASH* store agents get primarily paid on commission.
With the agent number for VZ we only have 4 options when we call in pre pay, credit, activations and customer care, so if I am calling in there is no way I can select telesales. So even if I got telesales I didn't try and get to that depar...
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With the agent number for VZ we only have 4 options when we call in pre pay, credit, activations and customer care, so if I am calling in there is no way I can select telesales. So even if I got telesales I didn't try and get to that depar...
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It's not "snaking" the sales in telesales if we have no other way to do it. My agents will tell the retail agents this and they get all pissed and uppity because they are "corporate". There really just pissed that they still work in a mall.
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Actually it is snaking a sale, when I do all the work, spend the time with the customer going over all the phones. Then to have a phone rep try a take the sale away from me. What if you had spent an hour on the phone with a customer going over all the different options for their new line and I went to there house and decided to try and take the sale from you and do it then (although that would be weird...) you probably wouldn't be to happy and fell like I snaked the sale from you. And for the last time, I did not call telesales, I called ACTIVATIONS!!! They are supposed to help us fix problems that we come across using eROES when processing applications, not try and take our sales.
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😢 If you can't figure out how to do your job without calling my people to do it for you, perhaps you should look for a new job.
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Lets face it, Face to Face Reps and Call Center people are never going to see eye to eye. Ever. Israel and Palenstine are going to get along before we ever do.
Personally, I think it has a lot to do with the fact that its two completely different cultures, those who flip flopped I am sure could testify to that.
I am just as bad, espicially when my company has a ten day cancellation policy. Where if a cust cancels their order and then signs up in store instead of over the phone, the sale still ends up going back to the Call Center rep 😳 👿 As long as those kind of policies are in place, consider the line drawn in the sand.
Personally, I think it has a lot to do with the fact that its two completely different cultures, those who flip flopped I am sure could testify to that.
I am just as bad, espicially when my company has a ten day cancellation policy. Where if a cust cancels their order and then signs up in store instead of over the phone, the sale still ends up going back to the Call Center rep 😳 👿 As long as those kind of policies are in place, consider the line drawn in the sand.
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The problem in my eyes is that there are too many people involved. If we could just sit everybody down and say "This is what sales does, and this is what care does PERIOD" and educate everybody, the problem would go away. All we can do is our best and nothing else. If we could all get our own houses in order it would be like the Berlin wall coming down. But it would be tough to organize the tens of thousands of people the work for, or are outsourced employees for these companies. I like my retail brothers and sisters, but just like my real sister I want to smack them around from time to time.
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I think the problem is that when care messes up an account that cust. goes toa store to have it fixed because they assume care is all idiots. When a store emsses up an account the customer calls us to have it fixed. So basically we deal witht hemessed up store accounts you deal with all our mistakes and we all assumer no one else can do their jobs.
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I as a store rep I would like to thank all those in call centers who were patient and kind on the phone. I've been told "No" on the phone about something i KNEW CS could do, they said no they couldnt, i thanked them for their time and called back. the next rep did it with no problem. I understand, because at times my understanding of policy may be wrong, just like the CS reps.
ALSO store reps keep in mind everytime you call because you didnt select the account level, or are adding a nationwide line to america's choice, you are wasting their time, doing your work. If your not properly trained its not their fault, luckily im nice to reps and they usually respect that and tell me what i did wrong.. lesson learned... Just remember you get more...
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ALSO store reps keep in mind everytime you call because you didnt select the account level, or are adding a nationwide line to america's choice, you are wasting their time, doing your work. If your not properly trained its not their fault, luckily im nice to reps and they usually respect that and tell me what i did wrong.. lesson learned... Just remember you get more...
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There is nothing worse than running into some problem when they are ordering online and having to send them to EServices for something you can't fix.
Yes, EService rep, I spent an hour and a half on this chat so that you could forward them to Telesales. Thank you. That wasted no time and didn't damage my stats at all.
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Yes, EService rep, I spent an hour and a half on this chat so that you could forward them to Telesales. Thank you. That wasted no time and didn't damage my stats at all.
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