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Originally Posted by tennessee31
First of all, check the forum heading, guy. This forum is designed specifically for Cingular agents and employees to blow off steam. It's forums like this that help those employees maintain a positive outlook when dealing day in and day out with people like you who "pay our paycheck."
Second, for people who are agents with Cingular (not direct Cingular employees), you do not "pay our paycheck" unless you are signing up for Cingular services DIRECTLY IN OUR STORE. We work on commission, which we never see a dime of if you bought your phone online. The more widespread online sales become, the fewer local stores you'll see to deal with the inevitable problems you have when ordering online. Keep going for the cheapest possible product, and you'll get the cheapest possible service. Thirdly, most of the time I (and most other agents) are happy to help you deal with most of your problems. Here are a few examples: 1. I spend a good deal of time calling in payments for customers who pay their bill by check. They could do it themselves just as easily, but I do it for them without charge to help them out and so they'll come back to our store. 2. I spent 30 minutes on the phone the other day helping a woman copy her contacts to her old sim card, transfer them to a new phone, and then activate a new sim card. She paid nothing for this, but needed the help and had shopped at our store. 3. I place countless calls to customer service on the behalf of customers who could do it for themselves, but I'm saving them a few minutes of confusion because I know what they need to ask for. I don't get paid for any of this, so you could argue that these things fall outside the category of "doing my job." But I (and many others) do it because these customers need help and we can help them. Where you see a line being drawn is with customers who want to have their cake and eat it too: i.e. they want the cheapest possible price for a phone, yet also want all the benefits gained by buying the phone in a store. What we're saying is: choose one or the other. I think what we (and other agents, possibly) might start doing is saying "ok, we'd be happy to help you with the phone you ordered online so you could get it free. You'd like us to activate your sim card, transfer your contacts, and program your voicemail number? That'll be $25." Good customer service is certainly one of the tenets of business 101. So is you don't get something for nothing. By the way, what kind of problems are you having with your 2125? Ask nicely, and we might be able to help you.  |
