Interacting with Service Reps

I've got a friend who is employed at a local AT&T call center. She told me that they are trained to do certian things when a customer uses key words. One example she gave me was when a caller refers to themselves as a valued customer that the reps pretty much have to accomodate them within reason. Even more specifically, she said if a caller asks to speak w/a manager that they are to attempt to divert the caller from that but in the event that the caller uses the workds valued customer then they are to allow them to speak with a floor supervisor.

I was curious to get your opinions on this and if there are any other keywords that you are trained on.

Thank You for this. It was exactly what I am dealing with right now.

that is so far from true its not even funny

um yea how about no , people are not going to coach posters on how to get what they want, in fact your friend can be fired for telling you this stuff, because it is a code of business conduct violation, now there a things that a customer will say but not all reps at att are mindless drones , alot of us know how to react to what a customer says and know how to reply, and in rare occations will be able to speak with a manager. but generaly 90% of the time a manager will fully back a good reps decision.

oh and the fact that you say "im a valued customer" doesnt automaticly make you one

I just have to vent off how pissed I am over a reps coments to me
It make me wonder most service reps I believe are morons.( Ok not most only the ones I talk with)I got a letter saying free upgrade. So I figured Id call. The lady I talked with sounded so nice and was going to give me a new Razr phone for just a few bucks with a rebate. When I said Ok she started, I was late on a payment(as I always am) So I did the payment by phone and then she said she couldn't give me a upgrade because of my past history of late payments.( Att policy) Ok I know they are late but are always paid. She replied well how can I reward you with a new phone for paying late when others pay a larger bill on time and deserve a upgrade reward. Ok now she Cant Understand Nornal Thinking My bill comes in at about $200/Mo. Ok you got me there..... I'm a dead beat payer. She said, "I could get a free upgrade in 12 months", even though my 2 years contract has 1 month left. So the more I thought about this the more pissed off I got. So the next day I called to find out about termination of my account. What a different story. They offered me a free upgrade to the Razr2 v9. in review of my 2 yr account I paid 12 times a $41 fee to reconnect and late fee.( so much for being a dead beat payer) Maybe I should have taken the phone instead I'm choosing to leave ATT. The only person who can ever badged me about paying my bill late would be my mother and she died last year. So I figure screw em they have enough people they reward with free phones who pay a bigger bill than me so they can keep them. Ill take my business else where.... The payments will be late but I always pay. I've kept the same phone number since 1997 and Ill just port it elsewhere.
Im sure I'm just a drop in the bucket to them but maybe if everyone who had a problem wold leave maybe they would retrain the service reps to not me morons and be a bit more diplomatic. I have 13 day left.

You were called on your payment history, but you got a reprieve. Take the free damn V9 and get over it. Oh, yeah, pay yer bills on time, too. It will get you much more positive shit in life than a free phone.

We are truly doomed.

Geri O

so you recived a letter that proably 1/2 the people in you neighborhood recived about an upgrade, you decided to call in and see what you couold get.

they tell you know because your late like 1/2 the time? and ofcorse its att fault you cant manage to pay your bill? and that makes the rep who tells yout this an idiot.

im lost , that would be like me never paying my cc on time then calling the rep on teh phone an idiot for not increasing my credit limit.

Ok I have to agree, I need to get the bill paid on time. In my work and homelife sitting down and doing the bills is just an overwhelming task. Just paying 12 electric bills is a task with 11 water bills, when they have to be paid seperate. Especally when most of my outstanding invoices(money owed to me) take 60 to 120 days to collect.
The point I was trying to make is what the reps coments were. There is nothing like being a bit doplomatic in her coments. Late I know. I admit that.( and a few times) Smart ass additude and coments by a rep to me is a No No.
Hey and thanks to all you who have to remind me to pay my bill on time.

Interacting with Service Reps

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