To those that are employed with Tmo

[KQXR]

whether it be customer service or supervisor of some sort. Whats your take on "policy", when it comes to dealing with customers? Do you really need to ask a customer why they need to set up a payment plan? What's your opinion on how Tmobile rates your performance as an employee? Are the people that are doing the scoring qualified and are they being scored? Do you get marked down for transferring a call? Why? If you don't speak spanish, wtf are you supposed to do, hang up? What ever happened to get to the point and get it done? Customers don't want to hear a bunch of bs that some company thinks is good for business. "Oh, I'm very sorry to hear that your having that problem with your phone." Ah, so many questions to ask.

[nedu09]

Originally Posted by KQXR

"Oh, I'm very sorry to hear that your having that problem with your phone."

No offense to any of the wonderful CSRs but I also find myself irritated hearing that.

[frreshh]

Originally Posted by nedu09

No offense to any of the wonderful CSRs but I also find myself irritated hearing that.

they even say it on the chat live, but honestly if you want fast service with one person or so, use the chat live now option under support i HATE calling because i hate talking to a computer for like 23839393 years before a person when they dont even have the option i need lol

[KQXR]

Originally Posted by nedu09

No offense to any of the wonderful CSRs but I also find myself irritated hearing that.

Tmobile wants the csr to show empathy. Honestly, I can do without it and I'm sure there are thousands of others that feel the same way. The company is holding good reps back with their bs. I also believe that some of the people in team leader positions are under qualified to score their teammates. It's possible they are in that position because they are challenged in some way (sexually, physically, emotionally, etc) and we all know in big business thats good for the company's record. In the end, the customer suffers, because the company thinks an overweight lesbian with an agenda is put in charge makes them look caring. WTF are you doing tmobile? At the moment, I have no complaints whatsoever with my phone service. But the company seems to be going in the toilet. Get rid of the dumpy dopes that are in charge at the call centers!

[SwitchediPhone-to-Storm]

T-Mobile better do something,If they keep hemorrhaging customers there going to be out of business.

[berryite]

Originally Posted by SwitchediPhone-to-Storm

T-Mobile better do something,If they keep hemorrhaging customers there going to be out of business.

6th largest mobile carrier on the planet. I don't think they are going anywhere anytime soon.

[berryite]

Originally Posted by nedu09

No offense to any of the wonderful CSRs but I also find myself irritated hearing that.

Ditto. Sometimes too much 'kindness" can be a little too much. LOL.

[xTemptati0n]

Customer Care operates differently than retail, so I can't really answer this question.

[NorrisCell]

I understand why they have CSRs say things like that, but it bugs me to no end. I think a lot of policies are unfounded and unnecessary. I understand empathy helps and all, but as a sales rep, I don't need to be told that the person in care is "sorry the customer is having a problem" when I'm the one talking to them. I'm a very direct person, so I would rather someone tell me how it is, rather than fluffing it up and talking themselves in a circle. Some customers like to be coddled, but some like it direct too. I would rather hear "Let's get that taken care of" than "I'm so sorry to hear that!" Some people don't like that though.

In response to your example, I think asking why someone needs to setup a payment arrangement is unnecessary for the most part. They need to pay less because they don't have the money right now.

Every now and then I get a care rep who drops the fluffy stuff when they realize I'm a dealer. That keeps things moving fast and lets them take a break from being over-the-top friendly. I know some of them don't like having to do it any more than I like having to listen to it. It's all in the interest of keeping people happy though.

To recap, I see why it's done the way it is. There are still some questionable policies out there, but most of them have a higher purpose

[nedu09]

Originally Posted by NorrisCell

"Let's get that taken care of"

I like that approach!

[KasiCatastrophe]

Originally Posted by NorrisCell

I would rather hear "Let's get that taken care of" than "I'm so sorry to hear that!"

I have encountered one or two reps that have taken that approach rather than apologizing.

Originally Posted by NorrisCell

In response to your example, I think asking why someone needs to setup a payment arrangement is unnecessary for the most part. They need to pay less because they don't have the money right now.

I couldn't agree more with this statement. Sometimes things come up, emergencies happen, sometimes you just don't have the money at that very moment. At least when setting up a payment plan you are showing an honest effort to pay off what you owe.

Posted from my CrackBerry at wapforums.crackberry.com

[KQXR]

Originally Posted by nedu09

I like that approach!

Indeed, this is probably what a majority of customers would like. Unfortunately, the csr's get reamed about it and made to feel like their not worthy of this stressful job. Even if the customer is 100% satisfied, still wasn't good enough, because there was no upsell. C'mon Tmobile, quit harassing csr's about not pushing another service to an already in debt customer. You should be ashamed!