| Author |
Message |
BigRUSS
Posts: 2105
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
 
Tue May 29, 2007 4:44 pm |
So is it just me and the call center i work in, or are about 2/3 of Cingular’s managers about as worthless as a one legged man in ass kicking contest? They could give a rats ass about their employees, they just care about how big of a bonus they will get. You could sit there and tell a cust no 100 times "no sir/mamma the charges are valid i cannot give you a credit" they ask for a manger, and sure as shit enough nothing you said or did matters. 
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elmo01
Posts: 2186
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Wed May 30, 2007 5:39 am |
Russ.
all I can tell you as a csr is that we have all been there.
but once you have transferred the call and explained the situation your part of the process is done. then it becomes a business decision.one that you did not have to make or **be responsible for**. you may know that the caller is lying thru their teeth or fishing for a credit. but it just dont matter. you dont answer for it. so why get your shorts in a knot?
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BigRUSS
Posts: 2105
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Wed May 30, 2007 10:08 am |
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no its not a once in a while manager over ride , its EVERY time even for people who have gotten hundreds of $$ in credit , people who get credit every month , people who we are pretty much paying to be our customers, i wouldnt care if it was 1 override out of 5 escalations , but its more like 4.5 out of 5 get what they want thats what chaps my hide. All it teached these people all they have to do is ask for a manager and they get what they want.
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elmo01
Posts: 2186
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Thu May 31, 2007 8:08 am |
| BigRUSS wrote: | | no its not a once in a while manager over ride , its EVERY time even for people who have gotten hundreds of $$ in credit , people who get credit every month , people who we are pretty much paying to be our customers, i wouldnt care if it was 1 override out of 5 escalations , but its more like 4.5 out of 5 get what they want thats what chaps my hide. All it teached these people all they have to do is ask for a manager and they get what they want. |
and you just confirmed the method to the world
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Cashlynn
Posts: 8 |
Thu May 31, 2007 11:01 am |
My managers kick ass, and as far as call centers go Ive been totally happy with T-Mo. Thats saying alot, Im a bit of a call center whore. 
I can say that as far as credits and override goes, what was initially said will be said and thats that. The most Ive seen is maybe half of what they wanted. They can escalate four chains in and if the credit isnt deserved it will not be recognized.
But, russ, to give you the most helpful advice. Learn to deescalate them yourself. Sitting there saying, "no, the charges are valid" is only going to piss anyone off. Focusing on what you can do to alleviate the situation (different plan, features, phone) will help deter them of thinking about dollar signs and compensation and get them on the track of thinking solution.
There are some in the bunch that are just fishing for credit, but for the most part these people have a legitimate excuse to be pissed, sometimes theyre just pissed at themselves for whatever they did to get them in that situation; the point is your just a voice on the line and you can take it personally and act like they called in to piss off russ or you can take it like they called in bc theyre pissed off for _____ reason and all you are is the person to fix it, be happy and go on with your day.
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BigRUSS
Posts: 2105
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Thu May 31, 2007 11:11 am |
| Cashlynn wrote: | My managers kick ass, and as far as call centers go Ive been totally happy with T-Mo. Thats saying alot, Im a bit of a call center whore.
I can say that as far as credits and override goes, what was initially said will be said and thats that. The most Ive seen is maybe half of what they wanted. They can escalate four chains in and if the credit isnt deserved it will not be recognized.
But, russ, to give you the most helpful advice. Learn to deescalate them yourself. Sitting there saying, "no, the charges are valid" is only going to piss anyone off. Focusing on what you can do to alleviate the situation (different plan, features, phone) will help deter them of thinking about dollar signs and compensation and get them on the track of thinking solution.
There are some in the bunch that are just fishing for credit, but for the most part these people have a legitimate excuse to be pissed, sometimes theyre just pissed at themselves for whatever they did to get them in that situation; the point is your just a voice on the line and you can take it personally and act like they called in to piss off russ or you can take it like they called in bc theyre pissed off for _____ reason and all you are is the person to fix it, be happy and go on with your day.
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oh i have no problems descalting people and, i have no problems issues credits when credit is due ( im over 15K for the year ) its the people who are hunting for credits dont deserve credits and so they dont have to deal with the pissed off customer the manager just gives them the credits
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Cashlynn
Posts: 8 |
Thu May 31, 2007 11:25 am |
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Yeah, that does suck, ive had that happen at other centers. I dont know how your credits go, but it actually has to be something valid or they wont consider it. Maybe this is why people hate us. *shrugs*
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WebDunce
Posts: 178 |
Thu May 31, 2007 12:10 pm |
The managers at my call centers hardly ever issue credits that are not due upon escalation.of course, a lot of times, when a full-time credit fisher calls in he/she will start conversation off by asking, "Where are you located?" When we say "Pensacola, FL", they disconnect 
I've even seen one mgr REVERSE a previously issued but invalid credit when the customer tried to escalate  .
And I'd say, in general, a cust is LESS likely to get an invalid credit when they escalate at my center
Most of the credit fishers are nice, too, though.you just keep saying "I'm sorry, I realize how frustrating it must be, but i cannot credit for this particular issue (like I cant credit 1.20 for the call you made a few hours ago when your airtime's been expired for two weeks). Eventually, you say "is there anything ELSE I can help you with?" and they say "No".but some of them are quite mean or use guilt trips and those I dont enjoy.
Last edited by WebDunce on Fri Jun 01, 2007 5:06 am, edited 1 time in total |
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Cptech31
Posts: 577
Phone Model:
LG
Service Provider:
Hmm what service |
Fri Jun 01, 2007 7:42 am |
| BigRUSS wrote: | | Cashlynn wrote: | My managers kick ass, and as far as call centers go Ive been totally happy with T-Mo. Thats saying alot, Im a bit of a call center whore.
I can say that as far as credits and override goes, what was initially said will be said and thats that. The most Ive seen is maybe half of what they wanted. They can escalate four chains in and if the credit isnt deserved it will not be recognized.
But, russ, to give you the most helpful advice. Learn to deescalate them yourself. Sitting there saying, "no, the charges are valid" is only going to piss anyone off. Focusing on what you can do to alleviate the situation (different plan, features, phone) will help deter them of thinking about dollar signs and compensation and get them on the track of thinking solution.
There are some in the bunch that are just fishing for credit, but for the most part these people have a legitimate excuse to be pissed, sometimes theyre just pissed at themselves for whatever they did to get them in that situation; the point is your just a voice on the line and you can take it personally and act like they called in to piss off russ or you can take it like they called in bc theyre pissed off for _____ reason and all you are is the person to fix it, be happy and go on with your day.
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oh i have no problems descalting people and, i have no problems issues credits when credit is due ( im over 15K for the year ) its the people who are hunting for credits dont deserve credits and so they dont have to deal with the pissed off customer the manager just gives them the credits |
I hate to say how much in credit i have given sence jan 1 2006 is a grand total $157.07 thank god most credits are given before i get the call
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interfacemike
Posts: 3 |
Wed Jun 06, 2007 10:54 pm |
Don't take it personal. It's business. I am a Retail Manager and I do whatever I have to do to keep the customer happy.
And no.not all managers suck. In fact, my store had only 2 customers call into customer care last month and whenever I have a customer who is unhappy I handle it in the store and dont send them to the customer care phones. In fact, we don't even have customer care phones.
I imagine that your job is probably pretty frustrating, I mean, you typically don't hear from a customer until they are pissed off about something. On behalf of the entire retail division, I am sorry.
The Customer Rules
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