Shop Talk
F QA!!
But how exactly do you feel empathy for a customer who wants to cancel for no other reason but because the contract is up and has a work phone now and dosent use it.
How in the hell can i feel for that? Its not like i hate your service im cancelling or something.
Goodness...
Here's what I got from your call:
Need = I want to cancel
Empathy = I understand, let's get that taken care of for you.
Meet the Need = transferred the cust to retention
I don't see the problem?!
I love how everyone feels "Screw it, it's not MY job."
Customers credit card was stolen so i waived a late fee as a courtesy and showed empathy.
mycsp states to not credit any kind of late, upgrade, new activation fees unless there employer discount states to do so.
didnt fail the call but was 'coached' for doing so.
You could have done more. You could have offered an Assumption of Liability or account transferal, whatever your company calls it.
Maybe offered to keep the phone at a reduced price plan as a spare to keep in the car or just as a backup.
I know it sounds stupid, but it actually works.
I wouldn't expect you, as a rep, to understand things like how a business really works, but your QA person was right for failing you on that call. I would have, too since you didn't offer anything.
I'm sure you're just a fantastic rep though, with your Microsoft IT Training, and years in a top 10 College, right?
but your right with my microsoft it training it sure does help in the cell world lol
You failed because you didn't.
I figured you'd be used to failures by now.
Anyhow im under mycsp, which is our 'bible' for our job at att, am told to transfer to retention as soon as the word 'Cancel' is mentioned. So that is what i did.
'I understand that you want to cancel and id be glad to assist, but to do so i would have to get you over to our customer relations dept'
But because i didnt appologize for something, i failed.
He is paid to do a job. He admits he did not do it... where's the real surprise?
You're right. He shouldn't HAVE to. However, that's part of what his job expects him to do. I can tell you 50 things I shouldn't HAVE to do with my job position, but I do them anyways, because that's what I'm paid to do.
To recap this conversation, he's bent out of shape because he failed at preforming his job the way he's instructed and paid to do so... and he's upset that his job called him out on it.
KingTiger said:
???? He did his job by transferring, and he shouldn't have to apologize for something that isn't his company's fault. That's not empathy, that's false guilt/blame.
I agree. I don't do the whole bs "I'm sorry..blahblah blah" thing either. I'm not going to apologize unless it's something genuine. It's a business transaction, not a huggy feely session. If someone's business needs changed and they want to cancel then the way to show good service is to be efficient and precise in execution, not to treat it like a death or funeral.
I know as a customer I value companies that execute well in helping me. I don't want them to apologize unless they wronged me in some way. If they apologize f...
(continues)
But that doesn't mean not offering solutions isn't considered empathy.
Again, not something I expect a rep to understand.
The only better thing than free service is someone paying you to use their service. That is not very good business.
It's all about positioning. If you create the want, the customer will create the need.
What's better for business? One line, or two? He didn't even try.
Don't ignore the question. Answer it before you spout off about you being right again.
OfAMightDivine said:
What's better for business? One line, or two? He didn't even try.
Don't ignore the question. Answer it before you spout off about you being right again.
You can't even do that...
Again, if YOU do your job and create the want, then the customer will create the need.
I DID DO MY JOB.
I DID EXACTLY AS IM TRAINED TO DO.
I USED MYCSP.
I DID EXACTLY AS IT SAYS TO DO.
AGAIN YOUR WRONG, ACCEPT IT.
I DID FAIL, BUT EVEN MY SUPERVISOR IS GOING TO CONTEST IT.
BECAUSE I SHOULDNT HAD FAILED.
UNDERSTAND NOW?
AGAIN
YOUR WRONG
ACCEPT IT
Did you do that? No.
Your supervisor is wasting their time, that is if you didn't make the whole story up like you do everything else.
Break their jaw from your MMA training, then keep them in a choke hold until the police get there and say that they were trying to break in.
jreed3686 said:
lol okay. sounds like a plan 😎
but the question is
are you next?
Hahaha internet threats? Wow u must be a real bad ass. I guess i should be scared 👀
but oh yes im the baddest phonescoops ever seen 😎 🤣
There isn't. He doesn't need it and putting your name on a contract for someone else can cause problems. If the user did not pay the bill, then you would have to. The person that needs the phone should get their own contract.
by captainplooky Oct 29, 2008, 5:15 PM
jreed3686 said:
in no way am i trying to do this illegal but why cant i put my xp license on more than one computer?
Actually, it is illegal.
The license you own is for one computer. You can not legally install the OS on multiple computers at the same time, and expect to them all activated.
If the license you own is OEM, that means you can install it only on one computer period - that's why it's cheaper. If the license you own is not OEM, then you can install it on another computer, if it is not already currently installed on another computer.
jreed3686 said:
i bought it cant i use it on everyone of my home computers?
That's exactly right...
(continues)
but diggin up some info on here, yall do some research dont you. lol anyhow yeah i asked that because i had done it before and called in and asked because it said my code had expired and didnt let me that particular time.
And like i said, i DIDNT FINISH my classes. So your right it didnt get me far, nor am i a professional.
Also if you want to talk about this how about we do it in a topic of its own? Its pretty rediculous how you talk about LOUNGE topics in a shoptalk thread eh? and everyone is always b*tching about how everyone posts in the wrong discussion ar...
(continues)
jreed3686 said:
but your right with my microsoft it training it sure does help in the cell world lol
Sure thing pal. Sure thing.
OfAMightDivine said:
Let me guess... another rep.
And what exactly is it that you do, because it seems to have endowed you with an excessive sense of superiority.
Let's just stop now, before it gets worse.