I am so tired of customers calling in because they got a statement that shows 2 months worth of service, and they go on and on about how they paid their bill and their check cleared on such and such a date. A little simple math would show them if they deducted what they just paid the result would be the amount due for the current cycle shown on their bill. Can they really not figure out that the payment and the bill crossed in the mail?
I had a lady today who actually wanted to cancel her service because she mailed her payment on the 9th, it was due on the 13th and she felt it was our fault that the payment was received late. I told her that the post office recommends that you give mail at least 7 days to be delivered. I really wanted to ask her if she thought the mail was delivered quicker to Verizon or Cingular. Aaaaaaaaaggggggghhhhhhh! God help me I'm going to snap one of these days.
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elmo01 Posts: 2341
Phone Model: Samsung SPH-M510
Service Provider: Bell Canada
Fri May 25, 2007 8:56 am
I hear ya,. peolpe wonder why I jumped at switching from post paid to prepaid customer care
no bills to rectify
WebDunce Posts: 182
Tue May 29, 2007 3:49 am
elmo01 wrote:
I hear ya,. peolpe wonder why I jumped at switching from post paid to prepaid customer care
no bills to rectify
You said it! When my center switched from general cust care (both postpaid & prepaid, but mostly postpaid) to straight prepaid, most reps were 'down in the mouth' about it. But I was like, "Hey, it's way simpler: no contracts, no pro-rated charges, no payment arrangments, and no poor widows on social security getting unexpected 900$ phone bills!"
And, you're right, no 90-page bills for a 5-line FT plan to sift thru to find out why their normally 105.46 phone bill is now 250.23.
elmo01 Posts: 2341
Phone Model: Samsung SPH-M510
Service Provider: Bell Canada
Tue May 29, 2007 7:37 am
I remember before the merger when I was a Blue rep. there was an issue with whatever system instore reps and agents used to sell and activate NEW services.if they were setting up a family plan (gsm) all lines would be the additional line no anchor line ergo ALL airtime was billed as peak.this issue went on for about 3 months until all the bills worked thru their billing cycles.I was doing 15-20 rerates a day and setting up anchor lines on the account (for the newer people an old blue family plan there was one service that held all the airtime for the family plan.no anchor line meant a loooooong call).all the while listening to some VERY unhhappy customers. I was giving away thousands of dollars a day in retention credits.
one I remember was a guy with a 5 line family plan the anchor was **supposed to be** 199.99. that gave him 3000 plus minutes. and the useage reflected the plan.the overage rate was .35 a min.his bill was almost 9000 bux. rather than spend the rest of my adult life trying to do a rerate on Mtm peak and off peak for all 5 lines I credited it ALL back. gave him a free months service.(retention measure). as it turned out he had a small business and was starting another 5 line account.(back in the day if we sold new accounts to a cust we got prizes) . I got a 50.00 AMEX gift card (woo hoo !)
PA_BELL Posts: 18
Mon Jul 16, 2007 5:57 pm
It gets very, very old when you take calls all day after an agent in a store messes up accounts, promises we at the call center will compensate the customer for their screw up. I as well have seen agents set up 5 seperate accounts for one family talk plan. They do it so they will be comp'd for each activation. Agents also love to call in after giving a customer a brand new number 2 minutes before calling to ask for us to port their number from their old service provider for a number change. When you ask the agent why they did not start the port it is always the same BS "they wanted to try the service before porting their number". Am I the only one that thinks agents think we are their servants? How the hell can a new customer decide they like our service in 30 seconds? Then the agents have the nerve to ask if we put in their agent code when we changed the number. It infuriates me to the n'th degree! When customers whine about our customer service they should realize their anger comes from the store they bought the phone in. A new customers service starts when they purchase a phone with contract. We handle the fall out and the complaints that were started at the point of sale. Agents will tell a new customer ANYTHING to sell a phone and assure that customer to call customer service or porting with questions or changes to their account just to make the sale and get the customer out of the store to move on to the next customer to get that commission. Agents put features on new accounts that the customer has no idea has been put there just for the commission. This is an EVeRY day thing! I believe in giving our customers excellent customer service, but it is hard to be nice when the customer calls in cussing at you before you even get their phone number! I am a human being with emotions and can not and will not fake empathy for a deliberate act by an agent or other rep not doing their job!I don't get stressed; I get mad! No matter how many times you report these inappropriate actions to a manager nothing gets done, but if you are 2 minutes late to work you are in the office in 5 minutes. This company is backwards. It should be "take care of the customer and the business will take care of itself."Instead it is take care of the business and worry about the customer later! "THE CUSTOMER RULES" my ass! We are treated like kids! Management will always say 1 apple spoils the bunch when they take away what little perks we have. My answer is take care of the bad apple and leave the rest of us the hell alone! Sorry for sounding so negative, but geesh these problems ARE avoidable before the customer would ever even need to call a call center! I'm sorry if I am the only one who feels this way, but I am 99.9% sure I am not the only one.
getLitnow Posts: 174
Phone Model: Motorola MicroTAC Elite
Service Provider: Phones R' Us
Mon Jul 16, 2007 10:45 pm
YEAH!
BigRUSS Posts: 2118
Phone Model: two cans ( del monte) and some string,
Service Provider: RussCo
Wed Jul 18, 2007 4:18 pm
UH HUH
Cptech31 Posts: 650
Phone Model: Nokia 6085
Service Provider: AT&T/Cingular
Thu Jul 19, 2007 7:21 am
So far i have quit my job 20 times in one day beacuse of the bs that goes on
McGirk Posts: 2411
Phone Model: AX380 Wave
Service Provider: Alltel
Fri Aug 10, 2007 4:26 pm
I suppose I could throw up a long rant about how Telesales promises a customer the world to get a sale, then I at an indirect dealership have to deal with an angry yelling customer (to my face, not over the phone), and how it's MY fault things are not as they should be (even though I do not even work for any of the cell providers I sell for). What I'll settle for is, some agents are bad, some CSR's are bad, and unless there are steps taken to record and remove said bad agents and CSR's, we'll continue to rant. Try not to lump us all however with the bad lot, recall your own bad apple analogy.
alteredevo Posts: 2
Sun Oct 18, 2009 2:43 am
so i just signed up for this website by searching randomly on google for really nothing at all. but im glad that i stumbled on to this site because just as a matter of fact i started my first csr position ever. iv been a csr for the past 2 months and am still pretty overwelmed! any suggestions or decent advice out there ?
