CSR Consistancy

Just the way it is

Cingular PAC/TECH rep here...

When we were educated on provisioning services/features on a customer's plan, we were told it's better to set it out to go active at the beginning of the next bill cycle to keep the customer "confusion free". You see, reps get people calling in all the time screaming about not being able to understand pro-rated charges. Hell, we received (exclusively) 2 days training in educating the customer on pro-rated charges, so I'm sure it's been a thrill ride for Cingular reps and managers alike... and I'm sure someone said "Ya know what??? Americans aren't dumbed down enough ~ simplify this for the mass of idiots wasting our other customers' time and money - we're tired of explaining the same thing over & over - make EVERYONE wait for their provisioning!"

Of course, when a customer gets me, and they want their added services, they get them then! Oh, and upselling... agents do it enough... why waste your time and a customer's time when they've called about technical issues?? This is, after all, why I am employed with Cingular - if I wanted to sell equipment and features, I'd be making comps in a retail store. I'm not a Jack In The Box kinda guy though... I like a challenge in a technical kind of way, ya know?!

question for miragewsu or anyone else that migh know.

that blackberry fact those that apply to cingular?

get use MEdia Net for 19.99

If you have a blackberry and get the Unli. Media Net for 19.99 you'll only have the access that most GSM phones have. Limited to mainly WAP sites.

Honestly, I don't believe in getting any BB and limiting myself. I'd go all out and get a bb plan.

so its better to get the treo650 or pda phone.

iknow i can add the 19.99 on the treo ant it works for web browsing.

Well the Treo 650 is a pda, but its alot nicer looking then any of the BB I have seen. I would pick treo 650

cool, thanks for the help.

i know this topic is really old but yeah reading through i am remeinded of sprint/nextel. okay so yeah i work in the sales department. nextel is very good with their consistancy on things. like when you need to return your phone its very easy to do. however sprint (not knockin em) okay if you bought a phone through the net or the phone the only place you can return the phone is to care. well the problem we run into is that when you are talking to care and you tell them that you bought the phone over the phone they will automaticly transfer you to sales to return the phone because according to them it says in their information that sales handles sales issues. okay returning a phone is not a sales issue its a return! the process is that care would send you a return kit and if you were wanting a different phone they would be the ones to run the order for you. basicly onces sprint telesales sells you a phone there is nothing that they can do for you from that point. because their systems dont have the ability to change the order, to change the shipping address, to change the items on the order, or change the plans. that would be an order support issue. its just some miss information on cares behalf though that most sprint customers when running into a problem get transfered to sales.

Have in mind that the customers could also be lying about talking to "someone else" just to get you to agree with them. Benifit of the doubt to the customers since, I had a huge issue with this on Thursday.
I work for T-Mobile.I had a customer that was on her 8th call since October who had talked with another rep who made the wrong change on her lines.
She was under two individual lines (that did not include calls between Tmobiles phones) and she had requested to add the unlimited T-mobile2T-Mob feature to one of her lines but she added to the wrong account even though she even wrote her Memos correctly.
Now have in mind this lady had spoken with at least 7 people before me who should have easly found the information on the memos and credited the customer back, but it did not happen! I found the memos and based on the memo's the lady received a re rate for the amount of overages she incurred on the line that was supposed to have the feature.
It was a nightmare to sort through but at least I was able to help her.
Not trying to sound as if I am brilliant but the memos were right there!

CSR Consistancy

Carriers Talk

Manufacturers Talk

Mobiledia Community