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steva11
Posts: 1685
Phone Model:
w810i/pearl
Service Provider:
Rogers |
 
Tue May 01, 2007 1:38 pm |
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yeah. we get lots of calls from tier II that should stop at tier II.
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Cptech31
Posts: 591
Phone Model:
LG
Service Provider:
Hmm what service |
Tue May 01, 2007 1:59 pm |
| BigRUSS wrote: | | beause cse reps cant xfer directly to data support and somtimes its a "its not my job" situtations, just like if a cust got misrouted to tech aout a billing question even though you might now how to do it 99% of techs will blind transfere them to cse |
not in my center once a cust is in your hards you handle everything unless it has to go to datasupport or manager
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iowa
Posts: 1187
Phone Model:
Sanyo Katana Deluxe\LG Rumor\Palm Centro
Service Provider:
Sprint~MyPlan (2 Lines 1000 Min, Free Roaming,Free Internet, Free Text, Free Pick 5, Free Mobile 2 Mobile, 25% Loyalty Discount, Free Nights & Weekends@5PM, 7$ Recurring Credit.) 80 Bucks. |
Mon May 14, 2007 7:47 pm |
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Yeah It's Pretty Bad When I Know More About The Phone And Network Than Tier 2 Reps. And Man, Do I Hate Blind Transfers. Nothing Pisses A Customer Off More Than Repeating Yourself 5 Times Over Something That's An Easy Fix.
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Shalalala
Posts: 661 |
Tue May 29, 2007 12:59 pm |
I can speak on all three sides.
CSR, Tier II and DNS/PMC/Data is stuff I always take.
When I was a CSR, I always called tier 2, and reps like that got on everyone's nerves in tier 2-so then they assume all csrs don't know what they're doing, so that is why they're sometime all hussy - and that is when you get their managers name, their name, and let your manager know - as that is a COBC thing.
Secondly, with BB devices - a lot of reps don't think they can handle these calls because the stigma these devices do come with. Yes, they're super-high-tech but that is why he have resources to troubleshoot - called data support immediately is not always what is recommended, but me and other reps that took these calls were used to the blind/cold transfers anyways.
Maybe that will shed some light on it.
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