Wow! This is getting ridiculous.
My job has just instiuted ANOTHER piece of junk we have to say at the end of a call. So now its gotten ridiculous!
1. we have to educate on premier status, 4g coverage, family locator, Changing the name of your subscribers, and offer an add a sub at the end of the call. Each of those has its own one to two sentence mandatory script.
2. Then, we ask if we resolved their issue
3. The new thing is that now here we have to ask if they want an e-mail confirmation of the fact that their issue has been resolved
4. Then we ask if they have any other issues we can resolve in regards to equipment, billing, or coverage. Which is supposed to keeop them from calling back in within 7 days, but it doesn...
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And let me guess, you need to do this all within the span of 3.5 minutes average, right? 😕
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300-600 seconds from open to close.
Dont forget when we open gotta authenticate and ask if they have ever called about this issue before.
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Offer contract extensions, remind of self-service options, and proactively remind customers of their phone upgrades.
🙂
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and.. tell them about thier bill and due date
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Remind me not to apply for a job there. 🙂
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Working for them is like an Alien Anal Probe.
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Don't apply for a job there 😎
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in our center the goal is 410 seconds set by our GM. tell me how to do it and i will! i've worked for nextel and sprint for over 7 years and still have trouble getting all this crap into the call.
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Isn't the world of Sprint fun? They get what they pay for. Constant turnover at their centers due to poor pay and expectations that we will jump through fire and give our lives over to them.
I work doing my best. I work to live and not live to work. I walk out the door and they are forgotten until I walk back in. Could care less if they close the doors.
A poorly managed uncaring company deserves not better from me. I do not use their product and never will.
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smaziApr 26, 2011, 3:20 PM
I just decided to leave all that fun behind, and get me a paper route. I'll make a little less money and work 7 days a week, and be a TON happier.
The changes coming from Sprint, and from the call center itself, were becoming ridiculous. The call center management are trying to keep up too, with limited success and much confusion. Frequent change is the nature of the beast, but I'm opting out.
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I think that a paper route may be a little extreme. And I think things are coming to a head as far as at least Sprint goes.
They have their head so far up the exit chute that they only see one color. Their sky is not blue.
Most of the calls are downsizing or leaving for lower cost pre pay. With nextel going away soon it only makes sense to change. More and more people do not want to be tied to a contract and be prepared for harder times. Don't blame them. Cell phones are only cheap in construction and not the plans.
Sprint spends all of it's time trying to prop us stock prices and find ways to cut costs by not paying out to those that talk to the actual customer.
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I followed policy and didn't give this guy his activation fee. I was courteous and wrote up the person who told him I would give the credit. The customer says in the survey notes that I was polite and kind, but we cant take it away because there was a system error and my extension didn't record my calls that day.
This makes my pay go down my almost 200 dollars.
This is f-in ridiculous!
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i agree, that is bs that since they can't find the call they cannot dispute the call. no way to prove or disprove so it should be overturned.
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Per my notes on the account, I followed process.
Per the customers comments, I was courteous and siplayed care and concern.
What more is there?
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That and a dollar will get you whatever a dollar will buy
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Thank god.
Almost lost 200 dollars over that. I feel better now.
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Very Cool. Does not always happen
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Welcome to our world. No email here at least. Sprint sucks wind. Those who pay me do the same.
If you want to be the best do not expect those who are now making min wage to get excited. We don't.
Don't lie to us. And they do.
Do not be surprised when we leave.
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What timezone are you in, OTD?
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Actually I feel more like the Golden Earring song. The Twilight zone
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🤣
Reason I ask is because you sound suspiciously like a supervisor at my center.
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ChaosApr 30, 2011, 3:08 PM
This is why I got out of customer service and into sales.
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And so you changed frying pans - just changed what getting burned by
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to educate on all that stuff...only if you want a good offer rate and need those 1 point offers....I don't know. I don't have a problem with saying all this. I make it all sound very natural but meh..
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a Girl said:
I make it all sound very natural but meh..
lol, it never sounds natural. sorry.
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I disagree, I think it can sound like a normal customer service conversation. He makes it sound like he's reading down a list.
Did you know ___?
and ____?
and _____?
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We'll just agree to disagree. I agree that you can make it sound much more natural than simply reading off of a list, that's what seperates good CSRs from idiots. However, I still don't believe it's possible to make any of that sound like a "natural" conversation.
IMHO, of course.
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come post in the lounge, all the cool people do!
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We just got hit with the email also. I think they are going to get rid of the company doing sampling and move to emails so they can not pay anyone for it and then keel haul us for any no as our sup, their boss and the operations manager can know within minutes and instead of sampling they get to check every call.
The Inquisition is here. Long live them all as those of us who try very hard will be gone and they can go to even a faster treadmill speed to bring in warm bodies.
The new believe and that is what they are after.
There are no bad customers, only those who you need to make sure understand why they:
can not have a free phone because they want one
can not have a month of free service just because
never go over thei...
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