vB Easy Archive - CFT just a load of crap???

Pages: 1

CFT just a load of crap???
(Click here to view the original thread with full colors/images)

Posted by: funky_kracka

Hey guys, im not new to this forum, i read alot but this is my first time posting. I am currently employed with ATT. Ive been there for about 4 months. I worked in wireless previously for a regional carrier and always recieved 100% secret shop scores. Well since ive been working for ATT, i have gotten 100's on cft scores, but i also have gotten a 17% and now an 8%. I just think its a little odd that i can get 3-4 100% scores in a row and then fall to an 8%. Im beginning to think that this feedback too is a load of crap. The reason i probably got a bad score was because a customer was mad about a phone and did not have insurance, therefore they did not get their way, a customer was not eligible for upgrade, therefore left mad because they had a broken phone, no insurance and they werent eligible for upgrade. My boss told me my 17% feedback score was when i had sold out an accessory. If i remember right, the damn accessory was a data cable. Besides showing the cust where to plug what part into the phone and cpu, what more can i show them?? This CFT has begun to get on my nerves and i think its a bunch of bull. You can satisfy the customer 100% in store, they get home, forget how to do something, get pissed off, then next thing you know, a ****** a cft score will appear by your name. I have about 2 1/2 yrs experience with cell phones and i am not saying this to brag, but i feel i do a good job. I never let a cust leave thinking they are going to give me an 8% cft. Anyone else experience this crap?? Let me know. Thanks

Posted by: ivwshane

I wouldn't worry about it. If you consistently get good scores then a couple bad ones every once in a while is no big deal and is to be expected when customers don't get their way.

Posted by: droptop97ta

most of the time its not you they're mad at its the company and policy stuff.... i wouldn't worry either..

Posted by: CurGeorge8

Mystery Shops are retarted ... I've been shopped by a crack addict before .... needless to say, I didn't get a good score.

Posted by: khsstud04

Yes, the CFT is a load of bs. I was an Asst. Mgr. for a COR store and I constantly saw this. I do have a suggestion for you, whenever a customer leaves the store ask them this 'Now, ATT will be calling you to make a survey on ME which directly effects my performance, is there any reason why you couldn't give me a 100% on this survey?'. Then of course you solve any issues then, if there are any. This makes MOST customers think, well I said I would give them a 100% and generally scores will improve. Hope this helps.

Posted by: ivwshane

Quote:

Originally Posted by khsstud04

Yes, the CFT is a load of bs. I was an Asst. Mgr. for a COR store and I constantly saw this. I do have a suggestion for you, whenever a customer leaves the store ask them this 'Now, ATT will be calling you to make a survey on ME which directly effects my performance, is there any reason why you couldn't give me a 100% on this survey?'. Then of course you solve any issues then, if there are any. This makes MOST customers think, well I said I would give them a 100% and generally scores will improve. Hope this helps.

Unless you get that angry customer that doesn't care about you, they will still leave negative feedback no matter what.

Posted by: SoCal91302

Quote:

Originally Posted by ivwshane

Unless you get that angry customer that doesn't care about you, they will still leave negative feedback no matter what.

I have had a few due to SIM card changes and account notations! So if I size the customer up and see that they are the type to leave a potentially negative score.. should I even bother telling them about how a SIM card may fix things? Sure they may be happy their service is working better.. but what about all the built up frustration from the past months of bad service?

Posted by: ATT*Mark

CFT is way better than mistory shops..... both have potential to bite you in the *** though....

Posted by: funky_kracka

Thanks for the suggesstions and feedback. It seems like most att employees feel this CFT is bull. Even the ones i work with. I understand why Att does it, but there just has to be something better. Ive been in sales for 7 yrs now, even though im not a fan of mystery shoppers, I never once failed one of those. I just think its weird that you can go from a 100% to completely failing this thing. Anyways, thanks for the suggesstions and feedback.

Posted by: shorty28

yes, its total BS. one week ago, my manager pulled me into the office to discuss my CFT and i wasn't very good. it sucks because the person that so-called said that i helped him was just a random guy purchasing a cellphone case and he had to wait like 10 minutes for it. he direct the complaint towards me directly, but towards AT&T as a whole, but i'm the one thats getting flagged for it. i think that this system is very unaccurate and inconsistant and if AT&T base customer satisfaction off of something juvenile and naive like this.

Posted by: funky_kracka

YES!! exactly. One of my low cft scores was a data cable accessory sale. I told the cust how to use it and where to plug it in. On both the cpu and the phone. Still my score was low. How much more can you show on a damn data cable. Do you want to know what its made out of?? What person in hong kong actually made it?? c'mon

Posted by: BIGshorty79

CFT's are terrible. I got a zero on one and the customer left a audio message saying I deserved a PROMOTION!!!

Posted by: funky_kracka

well i can honestly say that im glad that im not the only one who feels the cft blows.

Posted by: JP Whoregan

I don't know how the CFT works from a customer standpoint because I've never taken one, but I'm willing to bet there are situations where the customer is asked to rate the rep from 1 thru 9 or something, where 9 is the highest, but the customer mistook and thought that "1" was the highest, so now the rep who actually did an AWESOME job now gets a 0% on the CFT....I've had 3 CFT's, and they've all been 100%'s so far (knock on wood)...

Posted by: funky_kracka

I just had 3 that were 100% as well. THen all of a sudden an 8%. Your theory might be right tho JP. NEver thought of it that way. Still sucks for the rep tho.

Posted by: biofilter69

i think the CFT only calls people who activate an account or renew with a new phone.

Posted by: SoCal91302

Quote:

Originally Posted by biofilter69

i think the CFT only calls people who activate an account or renew with a new phone.

no, any transaction can trigger it

Posted by: SoCal91302

Quote:

Originally Posted by JP Whoregan

I don't know how the CFT works from a customer standpoint because I've never taken one, but I'm willing to bet there are situations where the customer is asked to rate the rep from 1 thru 9 or something, where 9 is the highest, but the customer mistook and thought that "1" was the highest, so now the rep who actually did an AWESOME job now gets a 0% on the CFT....I've had 3 CFT's, and they've all been 100%'s so far (knock on wood)...

I have taken one, and it was due to a feature that was added to my personal account. It asks to rate you from 1 - 5 on a number of items. It allows you to leave an audio message for each the rep, store, and manager. The part that is confusing for some would be the fact that it doesn't specify which store or the reps name and it surveys you a few days later (in my case) so if your customer had a bad experience with another rep or even another store the customer has no idea. Even if you simply notate the account, sell an accessory, or even return another reps sale... you could be surveyed.

Posted by: JP Whoregan

Quote:

Originally Posted by SoCal91302

no, any transaction can trigger it

You're right. They're even doing it on ROCCS-originated feature adds now. By doing this, it makes it alot easier for the company to catch feature slammers and fire them.

Posted by: ivwshane

Quote:

Originally Posted by JP Whoregan

You're right. They're even doing it on ROCCS-originated feature adds now. By doing this, it makes it alot easier for the company to catch feature slammers and fire them.

LOl thats a good one.

Sorry but thats just not going to happen