And some ppl are awesome. I love saving PPl money. I really do. And I get to do so. That's fun. I love it. And selling new phones. That's kinda fun. I get to learn about the new phones.
I think the teleco industry screwed up with the discounted devices in return for 2 year service commitment deals. And they are now reversing that M.o. It's already not fun.
I am very skilled. I am a master (de) bator. 😁 I can troubleshoot. But there not much I can do. Really. Apple ties my hands. I can show you the settings app. I have two codes I can toss at your connectivity issues. I can erase your phone with you. I can refresh a couples elements. That's about it. Well I can change plans and see what towers are down but device level stuff that's about it. Mostly. I listen. I empathize and sympathize. Most of all I try to help. My coworkers. Them too. We all want to succeed. That said. At 8 months in I am the elite ten percent left out of my training class. No one else could take the heat. You've got 500-600 seconds to solve every call. Go. Lol. It's not easy.
I am very skilled. I am a master (de) bator. 😁 I can troubleshoot. But there not much I can do. Really. Apple ties my hands. I can show you the settings app. I have two codes I can toss at your connectivity issues. I can erase your phone with you. I can refresh a couples elements. That's about it. Well I can change plans and see what towers are down but device level stuff that's about it. Mostly. I listen. I empathize and sympathize. Most of all I try to help. My coworkers. Them too. We all want to succeed. That said. At 8 months in I am the elite ten percent left out of my training class. No one else could take the heat. You've got 500-600 seconds to solve every call. Go. Lol. It's not easy.
~KLM
\\ "Antisocial behavior is a trait of intelligence in a world full of conformists" ~Nikola Tesla //
It is actually. Same attitude. The support person, such as Kris, has the knowledge and the tools, or he can send it up a level.If a support person has a need to take the call, and dump it, they wont last. What the public doesnt knwo or wnat to know is that the support people are skilled enough to help, it also requires the cooperation of the caller, and a reasonable expectation. Take the example he gave, its not Sprints fault the battery isnt going well, as it was ok on AT+T. Well, no, thst customer has a mindset to get something for free, to prey on annoying a support person as that can work. When the support is over, and the custoner doemnst get a free something, he will be aggrieved. Clearly there are many good customers, who are reasonable, but the ease that some have to abuse and be totally unreasonable is laughable at times.
From: "David Smith david.smith.14916@gmail.com [iPad]" <iPad@yahoogroups.com>
To: iPad@yahoogroups.com
Sent: Thursday, 11 June 2015 1:24 PM
Subject: Re: [iPad] Re: Interesting Apple service story
People asking for free money aren't the same as people with technical problems.
On 6/10/2015 9:22 PM, Tony tdale@xtra.co.nz [iPad] wrote:
I work for a a telco, and yes, same here. Everyone wants something for nothing.I'm a loyal customer, then you see its been 8 months. Asks for a credit, decline, keep asking, decline, keep asking, until someone gives up and gives a credit
Is it me or has society changed into a bunch of whiners who want everything for free,and lack manners
From: "Kris Murray krismurray@gmail.com [iPad]" <iPad@yahoogroups.com>
To: "iPad@yahoogroups.com" <iPad@yahoogroups.com>
Sent: Thursday, 11 June 2015 1:07 PM
Subject: Re: [iPad] Re: Interesting Apple service story
At my teleco.. The next level up is a "team lead" and that's just another agent with better stats. (Same pay too and I just declined the 'promotion' to the job lol) and my TL can perform some actions that I can't as far as adding past plans etc but it's the same ability as the rest of us just with different access. The magic happens really two more levels higher at the manager level.
And. I'll be honest. Teleco industry is brutal. Call them. Tell them I've had a better offer from another company. Decline the offers and hang up without saying goodbye. Then my TL is required to call you back with better offers. Repeat. It's surprising what ppl get away with. But if you just ask to escalate to a supervisor and don't get specific you'll get another one of us but with better call handling skills and slightly more tools to complete the call. Make sense?
~KLM\\ "Antisocial behavior is a trait of intelligence in a world full of conformists" ~Nikola Tesla //Huh. When a customer asks to talk to a supervisor he/she's just switched to another agent?
I've had good luck talking to supervisors who have the authority to go beyond basic "policy" to give me a better offer than the first agent I talked to. Or the supervisor will transfer me to someone in a different department who can help me. I guess it all depends on the individual company.
C
At least at my call center escalations go to fellow agents with roughly the same info and knowledge just better scores on customer handling skills. That's an FYI.
~KLM
\\ "Antisocial behavior is a trait of intelligence in a world full of conformists" ~Nikola Tesla //
> On Jun 10, 2015, at 11:59 AM, Devitt devittad@comcast.net [iPad] <iPad@yahoogroups.com> wrote:
>
> I've found asking to talk to a supervisor or manager can help getting a good resolution to a problem the first person can't address adequately. Often the first service person doesn't have the knowledge or authority to give you what you want. Move up the chain when necessary. If you
Sent from my iPad
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Posted by: Kris Murray <krismurray@gmail.com>
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