Shop Talk
ATTENTION CUSTOMER CARE
Now, when I (THE PAID REP AT THE RETAIL STORE) calls into tech support on behalf of the customer and I say that we've (the customer and I) have already done all the necessary troubleshooting for this data device and all i need is your help processing the warranty exchange, just do it.
It's properly noted in the account that we did everything and i believe the customer is already sick of going home to hook it up to their computer. We've already done that.
Yes, you must read the custy a script for the exchange but that's it. When i hand them the phone don't question them on what we did or tell them to troubleshoot further..WE'VE DONE THAT...
It's properly noted in the account that we did everything and i believe the customer is already sick of going home to hook it up to their computer. We've already done that.
Yes, you must read the custy a script for the exchange but that's it. When i hand them the phone don't question them on what we did or tell them to troubleshoot further..WE'VE DONE THAT...
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Just because there might of been a contest for this particular device, it didn't mean sell it to everyone, especially a 100 year old lady who barely knows how to use it.
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I agree on this point. It is ridiculous when I speak to a customer who was told to buy a particular phone that would be "perfect" for them when anyone who works in the business know it wouldn't be good for that person at all.
I have spoke to 90 year olds with iPhones as well as parents of 7 year olds with BlackBerry devices. It is ridiculous.
I have spoke to 90 year olds with iPhones as well as parents of 7 year olds with BlackBerry devices. It is ridiculous.
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ok...customer is not receiving mms. she changed all her settings. go in and send the configuration package...simple as that. dont try everything that DOESNT WORK before you do this just to settle your curiousity.
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We have a warranty exchange group here in my call center. They are very strict in regards to their call flow. Best thing is just to expect to go thru it everytime. I know I wouldn't want to lose my job just because I didn't follow policy and procedure...
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That sounds like a lot of work. As a US Cell agent we do the warranty thing, sending out and all that. The only call we make is getting original POP if they did not purchace at our store.
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ah. i wouldnt know. with my company policy states something like "if the sales rep has completed the troubleshooting please do not ask to do again"...
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Its an outsourced company that does warranty for att. All I hear in hallways here is about how they were marked down on quality blah blah blah for not troubleshooting because caller had already troubleshot before.
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If its marked clearly in the notes and you repeat it to the caller and the caller acknowledges then you cant be marked down in quality.
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In my experience, I wouldn't trust the average sales rep (and maybe not even the average tech support rep) to really know when it's best to exchange a device. The sales reps all around me swap phones day in and day out that are plan setup issues, network provisioning issues, or just ignorance of how the thing works.
Swapping a phone and burning hundreds of dollars in company resources should be among the last steps. My store alone could save tens of thousands of dollars or more a year in wasteful exchanges.
If I were an over the phone tech I wouldn't just order an exchange based on a store rep's word. I'd go through some troubleshooting or at least have the rep repeat back to me what they did in intelligible terms.
A better sol...
(continues)
Swapping a phone and burning hundreds of dollars in company resources should be among the last steps. My store alone could save tens of thousands of dollars or more a year in wasteful exchanges.
If I were an over the phone tech I wouldn't just order an exchange based on a store rep's word. I'd go through some troubleshooting or at least have the rep repeat back to me what they did in intelligible terms.
A better sol...
(continues)
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