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elmo01
Posts: 2186
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
 
Thu Nov 16, 2006 9:10 am |
| RedR0se wrote: | 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! |
I dont doubt that for a moment...I have had several situations same or similar... some with sup notes that could find nothing wrong.....if I had my way the notation screen would come up first!!
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RedR0se
Posts: 29
Phone Model:
T-Mobile MDA
Service Provider:
T-Mobile |
Tue Nov 21, 2006 10:01 pm |
Visual audits are more important than we think. 
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Shalalala
Posts: 661 |
Wed Nov 29, 2006 3:01 pm |
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I have gotten to the point where I do write a whole book of notes, just to save my ass from getting emails saying "You spoke to such and such, he said you were promising this and that." and my reply is Read my notes and you see I promised no such thing. I promised that if someone else promised it it would be kept, but only if it was in the notes.
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justin22
Posts: 213
Phone Model:
Samsung D807, Moto KRZR K1 Red
Service Provider:
Rogers Wireless |
Thu Nov 30, 2006 7:28 pm |
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i hate when reps don't fully notate situations, but it does get hard to keep track of all the things that were said durning the course of say.. an one hour conversation with multiple issues.. like i stated in another thread i notate while the call is in progress just so i don't miss out something
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paperstreet
Posts: 317 |
Thu Mar 29, 2007 1:28 am |
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I believe that there isn't a FAQ list long enough for any employees to the major cellular carriers. If there were suggestion boxes that were noted and used more frequently (by reps and higher-ups) then the small stuff that makes big problems wouldn't be happening so frequently. As long as people read, of course.
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paperstreet
Posts: 317 |
Thu Mar 29, 2007 1:30 am |
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And yes, notate everything. Especially the small info that was given to the customer. I recommend having a notes (outlook) or files (like MSword) and having the cut&paste ready to put in the different full detailed msg, and then delete out whatever wasn't covered. It happens.
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Jaman
Posts: 3 |
Sat Mar 31, 2007 12:38 am |
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CSP
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WebDunce
Posts: 178 |
Tue Apr 03, 2007 12:21 am |
CSP is GENERALLY useful only if you already know what you are looking for and where to find it. It's search engine and format leaves much to be desired. Not to mention, everytime you click on ANYTHING it must totally rebuild the interface from scratch, images and all, which takes no less than 40 seconds and often longer.
Plus, there are disparities. E.g., the GoPhone brochure instructs customers to call customer care if they wish to remove text messaging, but CSP forbids the removal of "core data features" from prepaid phones.
Or CSP leaves out little tidbits of important info like doing number change on a pick your plan cust will cause them to lose their n&w mins and there aint nuttin' you can do about it, but even prepaid number change procedures don't mention this fact, or didn't last time i looked.
Or frequently procedures for Prepaid are completely different from those for Postpaid, but CSP is structured so that a Postpaid agent taking a prepaid call and who looks up the "Lost and Stolen" or the "Number Change" procedure will never know that he is totally messing up due to there are either NO LINKS to the prepaid procedures or the links are there but the list of links is so long and monotonous it blends into the background and the agent follows Postpaid procedures never knowing any different.
I know cuz my center went from general cust care to straight prepaid…i must have messed up so many prepaid accts!
CSP is a hodge podge, as i suspect most knowledge bases are.
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WebDunce
Posts: 178 |
Tue Apr 03, 2007 12:41 am |
.or we get dinged for saying "they".but until my call center requested a change in CSP (which took several weeks, i think).the POSA xfr policy gave scripting, in which POSA reps were referred to with the word "they".so if you followed CSP, you said "they" which meant getting 25 points off the call.
ah sweet inconsistency!
but i am just venting again.
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WebDunce
Posts: 178 |
Tue Apr 03, 2007 12:46 am |
yes, please notate the account.pretend you will need to read it next.
Oh, note to whomever designs Clarify:
PLEASE REMOVE THE RIDICULOUSLY-LOW 255 CHARACTER LIMIT PER NEED! For all but the most routine of calls (i.e., refills), this is entirely too little to record the REASON, RECOMMENDATION, & RESULT (or whatever that last R is) in the notes.
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