vB Easy Archive - Customers calling your COU line.

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Customers calling your COU line.
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Posted by: 6037

I had a friend ask me an interesting question, "For what possible reason would a customer need to call you on your cell phone?"

I told him, "Well, I pretty sure we give out our cards in the hopes that the customer will give us referral business but usually they just call about issues they could call customer service about or get answered by looking at the owners manual."

So I ask all of the sales reps out there, how often do customers call your COU line, how often do you actually answer the call, and how often is the reason they are calling pretty trivial and stupid?"

Today is my day off and I have gotten 3 customer calls so far and havent picked up a single one of them, I was feeling slightly guilty and wanted to get everyone's opinion.

Posted by: Superpimp

Sometimes mostly my business customers call. I had one call when I was watching 300, I hate when they don't leave a voice mail though

Posted by: dm919

I have one of my ERP lines set up for just friends/family to call me on. If it is urgent, the customer will either leave a voicemail or email me on my Blackberry

Posted by: mySRT8U

customer asks for contact number i give em 1800 331 0500 lol some jackoffs took my business card and they tried to prank call me one night when they were drunk and they left there number so i called em back telling them im going to cancel their account and charge an etf and thats just what i did.

Posted by: MrDumbDumb

I usually get between 15 to 20 calls a day on my COU line. Most of them are from customers having technical issues and the other interested in upgrading a plan, refering a customer or seeing if I'll be in tomorrow. Even though I'm considered union and officially we aren't supposed to answer calls, "I don't care!!!!!!, the customer comes first... throw me in jail and let me rot with the rest of the mob" These are my customers and they must be taken care of.

Posted by: Hobseway

I've only ever had 1 guy call my cell phone, and the only reason he did is because everyone else in the store will not answer his phone calls anymore.

He calls about stupid nonsense all the time, thankfully since Ive been picking up and answering he has stopped calling (knock on wood). He used to call in to ask me how to clear his recent calls from his razr or how to take pictures etc. I guess reading is above him and calling us is his only way of fixing his problems.

Posted by: CA

Quote:

Originally Posted by Hobseway

I've only ever had 1 guy call my cell phone, and the only reason he did is because everyone else in the store will not answer his phone calls anymore.

He calls about stupid nonsense all the time, thankfully since Ive been picking up and answering he has stopped calling (knock on wood). He used to call in to ask me how to clear his recent calls from his razr or how to take pictures etc. I guess reading is above him and calling us is his only way of fixing his problems.

At least its a m2m call!

Now I just gotta ask, you guy's are selling wireless and don't want to demonstrate what it actually does. I can see with a landline you are not expected to have it handy, but why the deal with taking cell calls. Might it actually be a case of not wanting to deal with the pesky customers unless they are ready to sign?

Quote:

ask me how to clear his recent calls from his razr

Press xxx then xxx OK, but I got another call hope it helps!

30 seconds flat!

Posted by: MrDumbDumb

I have about 100 templated text responses to different questions already in my phone. So, if someone calls me I tell them I'll text them the instructions, if they say they don't have text messaging I tell them I can do that for them right now and just asked for their permission to put it on and their SS number...I text them with the correct instructions, and then the next day I go into OPUS and add on text messaging.

Posted by: HSDPA84

I Placed the european ringer caller tune on my COU. my phone rings once and they hang up because they have no idea why it is making that weird noise. I Only use my COU to get in contact with work or get my email and i only work on weekends. i go to school full time during the week and really don't have time for customers. I even specifically tell customers that i go to school full time and only work on the weekends yet they still call. it is annoying when you are in a lecture and forget to turn off your COU but it makes it worse when you realize that it occurred because a customer doesn't know where the IMEI is on their box for the rebate. It crap like that, that annoys me. and that is kind of why I don't like it when customers call me because it usually is badgering. has anyone ever called a persons cell phone number that appears on their business card?

Posted by: CA

Quote:

Originally Posted by HSDPA84

I Placed the european ringer caller tune on my COU. my phone rings once and they hang up because they have no idea why it is making that weird noise. I Only use my COU to get in contact with work or get my email and i only work on weekends. i go to school full time during the week and really don't have time for customers. I even specifically tell customers that i go to school full time and only work on the weekends yet they still call. it is annoying when you are in a lecture and forget to turn off your COU but it makes it worse when you realize that it occurred because a customer doesn't know where the IMEI is on their box for the rebate. It crap like that, that annoys me. and that is kind of why I don't like it when customers call me because it usually is badgering. has anyone ever called a persons cell phone number that appears on their business card?

While I agree people can be pigs, shame on you for leaving any phone on while someone is trying to give you an education! Have some respect for the teacher and all the others wanting/needing to learn. Respect goes both ways.

Now thats a 180!

Posted by: HSDPA84

Quote:

Originally Posted by Sonix

Clearly it was my intention to Forget to turn off my phone. Clearly i did not want to or need to learn since i accidentally left my phone on. I carry two phones with me, work and personal, as i am sure most people do, who work and go to school. sometimes you forget which phone you have with you. sometimes you forget when you are running to classes and responding to emails from managers and ARSMs who can only contact you durring the week since most are not around on weekends.

Posted by: TxTwin

Here's a thought....if you don't want calls to your COU, cross it out when you hand out your BC....or put a note "Sat/Sun --:-- -M to --:-- -M" only. It will reduce the calls, and maybe make them grab someone else's card when they leave the store. Then you won't be bothered. Most of the time, it seems the store phones aren't answered, so if I had a card from someone that was helpful I would call the number on their card. I would assume that they would have the phone going to VM if they were not working and didn't want to be bothered by a customer....I might be checking to see when the rep was in so they could give the business to that rep.

Otherwise, get a job at Target or Wally World...where you don't have business cards.

That said, getting stupid calls from customers on the phone number listed on your card is part of the ales job you have to learn to deal with...Almost every job has it's downsides.

Otherwise, just don't give out the cards!

Posted by: HSDPA84

You can't deny a customer a business card because of Secret shops. Doing these things is part of the job, Doesn't mean it isn't inconvenient or possibly annoying. Sales is all about having a customer base and being able to get customers to come back and see you with more business. Wireless is a funny industry mainly because of the customers you get. Most people are uniformed but that is expected that is why we have sales people to help customers make a "choice." but we also get the uneducated and the just plain rude. we can't choose our customers.

Posted by: CA

Quote:

You can't deny a customer a business card because of Secret shops.

Didn't they do away with these shoppers?

And isn't the reason you are given a line for business reasons?

Posted by: TxTwin

Quote:

Originally Posted by HSDPA84

Sales is all about having a customer base and being able to get customers to come back and see you with more business. Wireless is a funny industry mainly because of the customers you get. Most people are uniformed but that is expected that is why we have sales people to help customers make a "choice." but we also get the uneducated and the just plain rude. we can't choose our customers.

Bingo -- part of the job. You made my point beautifully. The cards are to bring YOU and Cingular more business. They have your COU number on the card for a reason. If customers weren't expected to call it, it wouldn't be on the card. You would just write it on the card for "special" customers to reach you when you were not at the store. If the calls annoy you, keep the phone on silent or off and the calls go to VM to be answered at YOUR convience -- and, if that person doesn't hear back from you and calls CS or goes in and has someone else sell them their new feature, phone, plan, upgrade -- don't complain. If they say that they can't wait until you are in the store, send them to one of your "buddies" that is -- call your buddy and say you are sending over a customer. Then, you work out how you handle these types of sales between you and your coworker. Why carry it to class if you don't plan on answering / returning calls? If you only work weekends, you can't expect a customer to always wait a week to have you handle the calls. If it is a really big sale pending, let them know you work only weekends, but you will try and work out a mutually suitable time or arrange for a coworker to handle the sale.

Posted by: HSDPA84

secret shops are once a month, you get a business line for business purposes, getting in contact with management, checking your work email, and if a rep chooses, to call customers . Our business cards are so that customers know who they worked with. we do not even need to pick up our COUs for customers when we are off the clock. but by the way you guys are arguing it is obvious you don't have a COU or if you do ,you do not understand the policies.

Posted by: CA

Quote:

Originally Posted by HSDPA84

secret shops are once a month, you get a business line for business purposes, getting in contact with management, checking your work email, and if a rep chooses, to call customers . Our business cards are so that customers know who they worked with. we do not even need to pick up our COUs for customers when we are off the clock. but by the way you guys are arguing it is obvious you don't have a COU or if you do ,you do not understand the policies.

We aren't arguing, we just can't understand your objections to having customers calling you. You can turn it off(like you said), but chose not to for some reason not mentioned. If you're off the clock just turn it off... I know you know how!

I guess sense we're in the agents forum you can complain, but why? It would serve you to realize that you may be confusing "uneducated" for non-cellphone types. That's the real issue for me, you say uneducated I say WTF, why should I care thats why I pay Cingular...they would be the ones who don't answer the phone, put you on hold, over-bill, and are arrogant!

Posted by: Toothless Tommy

Just hang up on the trailers . They serve no purpose outside of work unless one has a good looking daughter ( hopefully without a kid in tow ) .

Posted by: colione

If your off, just forward all calls to your store number... that way they can get taken care of & you don't get bothered off the clock...

Posted by: suthurnlatino

I've seen most reps use the COU for personal and mostly ignoring calls from customers. If this is right will really depend on the person. The views held by non-employees and actual employees widely differ on this forum.

Sure the customer calls are "part of the job" It does get annoying sometimes with people being to lazy i.e. calling a rep to pair a bluetooth as if the Rep knew how to pair every single bluetooth better than the instructions that came with the respective headset or phone.

Posted by: colione

I don't see what a problem with customers calling my phone. Actually the few times I've forwarded all calls to the store:
1. On vacation out of state.
2. My youngest son was born (about to have another)

Those are honestly the only times I can remember forwarding my calls. I like to deal with my own customers, not because I don't trust anyone else to deal with them, but because I'm a perfectionist. I'd rather not have to worry about something getting done.

Posted by: Bombay Sapphire

Customers didn't often call my cou line. I did, however, change my voicemail almost daily to have it reflect days off and vacations. I always said, if this issue can't wait, call the 800 line.

When I first started at AT&T (Wireless). I had a woman who called me Christmas morning with a question about her GO Phone. I didn't answer the phone, but I called her back and all but yelled at her. I did fix her issue the next day we were open.

Posted by: shafferds

i dont answer my customers phone calls when i am off the clock because i am not getting paid for it - Simple as that! I do give all my bb cust. my pin number so they can message me and 95% of the time they are considerate of it so its all good.

Posted by: Jayden0606

I am a Team Manager in business care and I don't never give my COU line, nor my desk phone. I know some TMs that give their numbers to customers and wonder how many others in customer service do.

My fellow TM, actually uses his COU honestly just for personal purposes. His personal got shut off or he lost the phone (forgot which) about 3 months ago and uses his unlimited calling / text all day long, even around 3AM. Now of all you sales reps out there, who actually uses it at late night hours?

Posted by: suthurnlatino

I'm using it to tether my laptop as we speak Jayden.

Posted by: Jayden0606

Lol... Well honestly, it is ultimately your manager or their boss that really monitors usage. I know one area manager (glad she's not my boss) that actually monitors that. Looks at the times and stuff, without reasoning. Needless to say, noone wants to work for her.

Posted by: VanessaAmber85

Quote:

Originally Posted by mySRT8U

customer asks for contact number i give em 1800 331 0500 lol some jackoffs took my business card and they tried to prank call me one night when they were drunk and they left there number so i called em back telling them im going to cancel their account and charge an etf and thats just what i did.

HATS OFF THATS WHAT I WANNA DO