vB Easy Archive - Want to get your thoughts on some customers....

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Want to get your thoughts on some customers....
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Posted by: ~X~

I've been thinking about this and I wanted to get your input on two types of customers I've encountered while working with Cingular.

The first type are the old-timers. I mean the horrible ones that think everyone owes them something for being old. The type that want our most expensive phone for free because they have been with AT&T since they were formed. I've encountered the ones that demand us to bend over and take it because they are old and we should do what they say. If their bill is off by one cent they demand we credit it no matter what it was for.
Why are they like this? I have yet to think of any reason why an older person (or anyone for that matter) would call and and throw a shitfit for the simplest matters. There is a way things are supposed to be in their mind and if it's wrong according to them) then it's the end of the world. Anybody have a thought on this?

And the second type are our foreign customers. The ones from all over the world and not just one area. I have spoken with these people before and I can promise that most of the time they call in it's too complain about the simplest matter. Sure this applies to a lot of our customers but why do the foreign ones give the most grief?

Years ago when I was in training I was told that a lot of these foreign customers view the USA as a perfect place for everything. The land of the free, blah blah blah. Everything should be perfect and things such as cell phone service should be perfect. They have this image that the US should 100 times better then their native land in all aspects and when something goes wrong they call and cuss everyone and their mother out, threaten to leave and tell their friends that Cingular sucks and we are trying to screw them.
They hardly listen to what we have to say because, like the old-timers, there is a way they believe things should be and if it isn't that way then the US sucks and we owe them to fix it. It does not matter what their contract states, we owe them a free month of service if there is a few hours of network outage or we owe them a phone for paying their bill on time for the years they have had service with us. Sure, again, this applies to other customers but I've noticed that our foreign customers can be some of the worst out there due some of this reasoning.

I made this observation not just based on calls I've taken but while being an assistant manager for a while. A lot of escalations and double escalations came from the two catagories of customers I listed above. Anyone have any thoughts on this or am I crazy?

Posted by: drewyehboi

Its true, but if you approach these customers in the right way and be totally honest with them and not give them the textbook response then I think you will get a better response from them. Just my little input.

Posted by: blessd24

I have more problems with the foreign people than the old timers. Always go with the 39.99 plan and want a Treo for free because its free on Amazon.com. Oh and also want a 1 year contract (because their VISA expires I would guess).

Posted by: ludetypes98

Quote:

Originally Posted by blessd24

I have more problems with the foreign people than the old timers. Always go with the 39.99 plan and want a Treo for free because its free on Amazon.com. Oh and also want a 1 year contract (because their VISA expires I would guess).

are these "foreign" customers mostly indians by any chance? i'm not being racist, but based on my experience with them, mostly all of them want the "deal." free phone, no activation/upgrade fee, lowest possible rate plan, etc.... hahaha

Posted by: maddenfreak13

im my area its mexicans and prepaid dont get me wrong, its an activation but it screws my features/opp and i hate that.

Posted by: celltechy

Quote:

Originally Posted by ludetypes98

I dont work at cingular but I have worked in retail for a while. Ive seen the same 5-10 older indian women come back and return things more than they have bought them. Seems like they will try and buy the small expensive things with coupons (razors, glade plugins) and then return them without a receipt to get the full store credit back, not the couponed price.