vB Easy Archive - It's employees like this....

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It's employees like this....
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Posted by: ~X~

.... that further my hatred toward agents.

Well, to be fair, I don't hate all agents; just the ones that are reluctant to help or do their job.

I normally don't work on Saturdays since I have found that Saturdays are the worst (except for after holidays) for taking calls as a CSR.

Anyway, an agent at a COR store calls in and wants to see about getting some lady an early standard upgrade. She says she is elgible but the AEU shows she is not. The agent is confused since he doesn't see any notes where she is eligible.

I review the account and memos and see that back in August she was approved for an early standard upgrade by a manager in another call center. I point this out and he says that yes he sees that but there is a "conflicting note" right under it. After a few minutes of looking I see that he's talking about another memos within the Clarify interaction. It states that she was offered an exception upgrade and declined and then she escalated and she was approved for a standard upgrade.

I tell the guy that the way it is notated in Clarify is that the agents first note offering the exception was probably entered first and declined and then the 2nd interaction was entered but it appeard on top of the previous intereaction. I asked the guy if he's ever worked with Clarify or familiar with how the notation go. He says no since he only uses POS. Ok, well I educate him with how the memos appear and he still doesn't want to help since he says that "Yeah she was approved for a standard upgrade but the memo under that says she declined the exception upgrade".

I tell him that there is a memo manually made by the same manager under that interaction which appoves it anyway. His response? He says that since it's before the memo from Clarify that it's conflicting with what the memos show and therefore she can't be eligible. I told him that what happened (more than likely as it always does) is that the manager took the call, approved the upgrade and notated through her Telegence so that her memo shows right away as soon as it's entered and then the agent finished up her memos after the manager notated the account and when the interaction was saved, it was saved after the memos from the manager therefore appearing the way it does. He still says that he didn't know and that the memos are conflicting

Check the next post for the rest....

Posted by: ~X~

Anyway....

So I tell him again in the most simple way possible that the exception upgrade was offered, declined, notated (but not saved) and then the call escalated. The manager approved the upgrade, notated the account in her own telegence and when the memos was entered it appears right away. Then the agent went back and made another memos within the same interaction simply notating that the standard upgrade was offered and accepted. It was saved and therefore appears after the memos from the manager.

This ridiculous agent still did not want to help the lady since he insisted that one interaction conflicted with the previous memo and that it seems fishy and didn't want to get in trouble with his manager for doing the upgrade since audits will be performed. I tell him that he will be following the memos from that manager and if anyone were to get in trouble it would be the manager that allowed the upgrade but I don't see that happening since she's a manager and it would come back to her.

The agent then asks for my manager to notate the account "just to be safe". Why? The memos are already there. Besides, my manager is not here. He asks for someone else to so it. I tell him that we only have floor support and that no one on the floor can approve this upgrade, there is no manager on duty that can, but that it's not needed since it was ALREADY APPROVED

The agent continues to be reluctant so I just tell him to hand the phone to the customer to which i tell her to go to another COR store cuz this agent doesn't want to help her or to just order the phone through cust care. She says ok and then the call ends.

Here's what pissed me off more

After I make my memos, I save everything but kept the account up. Didn't mess with anything and I documented the call as it should have been. I later see a memos from the agent in direct retaliation to mine. How? He states that he wanted to help but the memos were "conflicting" and copied the memo directly into his memo that he though was wrong. He then says that I was wrong in saying that he was reluctant to help (which I never notated in my interaction) and that he was simply trying to follow proper Cingular procedure by asking for a re-notation since after 3 months it's needed per policy.

NOWHERE does it states that after a manger approved an early standard upgrade that after 3 months it's needed to be notated again to make her re-eligible. I could not beleive why this agent was acting as reluctant as he was and even went as far as to make a memo about how I accused him of something he didn't do, notated something I didn't say, and even made up his own policy so as to "cover himself".

In the end? I loged a complaint against his *** to ensure that he gets schooled on properly handling a customer.
There was no reason to act the way he did in not wanting to help this lady upgrade for the holidays but he did for whatever reason and hopefully his manager will dicipline him.

Yeah but... a complaint from me will probably do nothing and it'll probably be dismissed once he explains his understanding of the memos and his story and all will go on with nothing much happening. I've never made a complaint against an agent before but I had it with this idiot and all idiot agents he represents

Posted by: cuidinsider

what store was he at i got friends in every state LOL

Posted by: SuxBeingU

JUST MY OPINION--- I would asked for the same thing just to cover my backside. may have been a little over cautious but that no reason to get on the phone with the customer and tell her basically, that he sucks and doesn't want to help her and to send her somewhere else. I would think you could get nailed for doing that. I know if a Vzw rep said that to one of my customers they would be in deep doo doo. Although I rarely have a reason to call customer care for a customer.

Posted by: elushon

Okay so wait...Agent in a COR location?

Try REP in a COR location. Or rep in an agent location. Because I'm curious as to who really was being retarded.

I mean really...The accounts notated...It says Standard upgrade early. That's his get out of jail free card. Just eff-in process the upgrade.

Posted by: iam4161987

I cant believe you told the customer that! Thats horrible!!! Way to "make is seamless"...

"Hi, Mrs. Customer... yeah the guy in that store is a jerk off and Cingular doesnt want to help, so just try another store."

I would have lodged a complaint against you!!! You had no right to say that, muchless to the customer.

And I would have asked for a reapproval, seeing as how it is so outdated, and required a notation, because if things went wrong, it would have been his *** in the hot seat, not yours.

Posted by: ~X~

Quote:

Originally Posted by elushon

Okay so wait...Agent in a COR location?

Try REP in a COR location. Or rep in an agent location. Because I'm curious as to who really was being retarded.

I mean really...The accounts notated...It says Standard upgrade early. That's his get out of jail free card. Just eff-in process the upgrade.

Rep, agent, it's all the same to me. It's a COR store and by whatever title they are they are still a direct employee for Cingular.

My hatred toward these kind employees are for all agents AND reps (whatever they choose to be called) that are like the one I had this call with.

I had no idea why he didn't just process the upgrade

Posted by: ~X~

Quote:

Originally Posted by iam4161987

I cant believe you told the customer that! Thats horrible!!! Way to "make is seamless"...

"Hi, Mrs. Customer... yeah the guy in that store is a jerk off and Cingular doesnt want to help, so just try another store."

I would have lodged a complaint against you!!! You had no right to say that, muchless to the customer.

And I would have asked for a reapproval, seeing as how it is so outdated, and required a notation, because if things went wrong, it would have been his *** in the hot seat, not yours.

Make it seamless? Yeah, I'm sure the rep at the store was really making it seamless for the customer right?

I have no problem with telling a customer to go somewhere with somebody that will better assist them. You can't say that every rep at a store is willing to do their job seamlessly and make it oh so easy for the customer at all times. When I don't see that happening I'll tell the customer just to go somewhere else. I just simply told her it would be wise to visit another location and speak to someone who is willing to process the upgrade and she agreed.

Be as so kind to tell me what "policy" there is that you and this guy want to follow where it states that once approved for an early upgrade it must be approved again if not upgraded in 3 months (or whatever timeframe)?

And it wouldn't be his *** in the hot seat. Had he processed the upgrade he would simply have followed the what was notated in the account and it would come back to the manager that approved the upgrade.

Posted by: gregsmith59

Quote:

Originally Posted by iam4161987

You are joking right? You're talking about CYA, not seamless.

Seamless went out the window when that clerk would not follow the notes on the account and honor the early upgrade. The CSR had the good sense to send the customer to another store where seamless service would hopefully be available.

Posted by: SmokinTrickster

Quote:

Originally Posted by ~X~

Just to inform you of the proper terminology.

Agents= Authorized Agents/Dealers. (me) We do not work for Cingular, we sell phones for them. We also do not note accounts, but call in and have CS note them if necessary. We do not have to honor any notes in any accounts, or do anything anyone in Customer Service says. We have one boss, whoever owns the store we work at.

Reps= Corporate Representatives. (you) Cingular signs the paychecks. You have to follow some chain of command, and a hell of alot more rules and procedures. You have many people to answer to, and notes etc to follow.

Your post was kinda confusing until I figured out you meant Corporate Rep. As a agent myself, I don't care if they note the account that the customer gets a free sim card, if I don't want to give them one, I dont have too. *shrugs* but I always do.

Posted by: VMV702

The rep seemed WAAAAY too uptight with doing an upgrade but I guess all markets are handled different...

btw, I started in CARE and then went to retail so I've seen BOTH sides and have had MANY unpleasant experiences with CSR who obviously don't like their job that much...Just remember, without them you wouldn't have your job and vice versa

Posted by: holaDude

Quote:

Originally Posted by SmokinTrickster

We can, and I have advised customers to go to another location before. It does not matter if it's an agent store or a cor store, CS has the right to direct customers to another location if the store they are at will not assist them depending on the issue. I myself would have asked my manager to notate the account again if the employee requested to do so just to avoid any arguments.

Yep, people get pissed when they call CS and they tell us that an agent would not exchange or accept a returned phone and want us to call the store to make them do an exchange. They get even more pissed off when they are advised that we cannot force the agent to accept a return or an exchange. It can get even uglier when they try to escalate to manager and are again told we have no control over an agent locations policy.

The same is really true for cor stores. We can call and talk to someone there, but again, we cannot force a store to do anything that they have advised the customer.

Posted by: NukuCamui

I remember someone I worked with (before she quit) who had to tell a customer to go elsewhere to get her upgrade. She was eligible, but OPUS was having problems, so the rep needed to be transferred to the Agent Queue. So 1) he could get his commission and 2) the Agent Queue had access to the same terminals care doesnt, so the customer wouldnt have to wait for the phone. The rep inside the store was arguing with the care rep, and escalated.

The person I knew took the escalation and flat out told the customer that the agent wasnt handling the fact he needed to be transferred to get her upgrade done and to go elsewhere if she wanted. The rep took the phone back and kept arguing with her, saying he wasnt going to wait on hold anymore and wanted the upgrade processed with his code so the customer could leave because it was closing time. My friend asked him why was he arguing in front of the customer, thats not making for a good customer experience. After bantering for about 3-5 minutes, he put him on hold (without his ok) and called his manager. She told his manager what was going on and 3-wayed with the manager. When she took the rep in the store off hold, he laid into her, and the manager heard it all.

He got fired over the phone and the manager took over the rest of the call, and was transferred to Agent Queue.

Posted by: Closethesale

i only read about half i will finish the rest next year!

Posted by: Always Mobile

My question is why didn't you simply notate the account that per previous notes you approved the upgrade?

I did however have a few cases where CSR's notated an exception of some sort or another and they were not valid indefinitely. One or two customer service supervisors said 1 month was the time limit. And yes, I have seen some exceptions recinded when the customer didn't promplty act on it.

Posted by: NukuCamui

A lot of managers in CS give customers a 24 hr limit now. I know theyre trying to eliminate the exception upgrade in the future, but not sure when. When I took calls, Id give them a week and note they only get a week to decide. Anything after that had to be approved by someone else.

Posted by: ~X~

And therein lies a big problem. CSRs all have the ability to approve an exception ( 2 year contract, 1 year price) and managers can do the "real" exception (early standard) but each CSR likes to put their own limitations on it, and by that I mean time limit, type of phone, etc...

Posted by: holaDude

Quote:

Originally Posted by ~X~

And therein lies a big problem. CSRs all have the ability to approve an exception ( 2 year contract, 1 year price) and managers can do the "real" exception (early standard) but each CSR likes to put their own limitations on it, and by that I mean time limit, type of phone, etc...

CS can approve exception upgrades, this is true, but agents need to call to C&A to request the exception and if need be, complete the upgrade. COR stores, from what I have been told, can have their manager approve the exception upgrade without having to call in. Even if we are requesting our manager to notate a standard upgrade, again from what I have been told, the store manager must still approve it.