Rules for Retentions [Archive]

Tai

08-08-2006, 11:08 AM

These are more like guidelines but there forcing "supervisors" to punish reps not doing it properly.

We can offer *****1***** of the following:

Rebated price on a phone
Maximize offer 5-15% and varies other discounts
Loyality offer 10-15% and other freebies (I dont think ill bother listing them)
Service Credit applied to next bill
Instant Credits - NO equipment credits or Courtesy Credits
National Rebate Program

What Supervisors do:

We approve Courtesy credits for Agents
We Approve Offers on Phones
We dont negoiate with customer thats the agents job
We determine whether or not to approve of offers made in the past (which were told not to do it was offered by an agent then have the agent do it there and then we dont guarente offers made by other agents.
We handle contract disputes and waive ETFs it follows under a set of guidelines (no i dont be posting those)

Offline phone time:
We train agents
Coach agents
Attend meetings for quality and training

What Supervisors wont do:

Negoiate with you if you didnt like the last rep you really wont like us its not our job to retain you its ours to settle disputes and we do favor Sprint.

In short negoiate with Reps not Supervisors. And dont bother agruing what supervisor jobs are because I know what I am trained to do.

Wayne 1

08-08-2006, 11:26 AM

Thank you Tai, very interesting information. :)

Gibsohnn

08-08-2006, 04:51 PM

Good post Tai. I hope over time, with people knowing I'm in retail (and I often mention what I can and cannot do) and people knowing your a CS Sup (and you often mentioning what you can and cannot do) that good information will get passed along and the amount of crap calls/visits will slow. Despite Tai and I working under the same name of Sprint, our authorities and reach are often completely different as certain tasks are delegated to certain departments. They don't want retail settling bill issues. They don't want CS doing tech support. Etc. Once again, good list Tai.

sprtjnkie

08-08-2006, 07:22 PM

Wayne 1

08-08-2006, 07:27 PM

I ask this then tai:

Why or how is it that people are still getting multiple deals from the list that you have provided? Just recently I received a svc credit, 500 txt on both my lines free, pwr vsn for free and a discounted phone, all in one setting. I am not arguing that what you have posted are the guidelines that are supposed to be followed buy on this board, we continualy keep seeing people receive multiple perks. Is Sprint that messed up that they cannont get all reps on the same page? This isn't meant to be a flame or to take shots, I'm just curious as to how it keeps happening.

In GENERAL with Sprint, you talk to ten different reps, you get ten different answers. Personally I like it this way, you have to work harder sometimes and sometimes you get lucky and hit the jackpot. ;)

sprtjnkie

08-08-2006, 07:40 PM

Exactly, but my point is that it is posted as if "These are the rules, nothing else will be done" though. If those are the rules, why can we get the 10 different answers?

Tai

08-09-2006, 06:34 AM

I ask this then tai:

Why or how is it that people are still getting multiple deals from the list that you have provided? Just recently I received a svc credit, 500 txt on both my lines free, pwr vsn for free and a discounted phone, all in one setting. I am not arguing that what you have posted are the guidelines that are supposed to be followed buy on this board, we continualy keep seeing people receive multiple perks. Is Sprint that messed up that they cannont get all reps on the same page? This isn't meant to be a flame or to take shots, I'm just curious as to how it keeps happening.

Those people breaking these rules Sprint will eventually get rid of. (Ive heard of the Rio Rancho site losing several employees because of excessive offers.) We do get a complience report each week on each agent and if we see a pattern of excessive offers they will be in trouble and if they consistly do it they will be fired

Gibsohnn

08-09-2006, 08:44 AM

Those people breaking these rules Sprint will eventually get rid of. (Ive heard of the Rio Rancho site losing several employees because of excessive offers.) We do get a complience report each week on each agent and if we see a pattern of excessive offers they will be in trouble and if they consistly do it they will be fired

A lot of customers will probably be yelling at CS reps over this. However, those customers must remember that when they go to work in the morning, there are certain things they can and cannot do. It's the same with CS reps. There's a lot of crap I could try to pull, but then they'd simply replace me with a worker willing to follow the guidelines set of them.

honey50

08-09-2006, 09:25 AM

Wayne 1

08-09-2006, 09:30 AM

I dont think there are really any rules. I just think it depends on the rep. If your nice to the rep you can get what you want. Remember rules are made to be broken. They are still giving stuff away for free.

I agree. A few days ago I spoke to cs and received Sprint to Home (Unlimited) for free! :clap: :deal: :music:

honey50

08-09-2006, 09:40 AM

I agree. A few days ago I spoke to cs and received Sprint to Home (Unlimited) for free! :clap: :deal: :music:

Thats what I like to hear.

Visual Voicemail

08-09-2006, 12:02 PM

I agree. A few days ago I spoke to cs and received Sprint to Home (Unlimited) for free! :clap: :deal: :music:

Welcome to the fam. I love my s2h minutes. . . :wavey:

Wayne 1

08-09-2006, 07:19 PM

Welcome to the fam. I love my s2h minutes. . . :wavey:

Thank you, there was something strange about that deal (what else is new lol). First I called a business cs, she said there were two codes, one for $5. a month (no details on either code) and one for free. She agreed to give me the free one. I didn't do any arm twisting, I just told her I had Sprint long distance on my land line for years which I think helps get Sprint to home for free?

Anyway she put the free code in, tested it and all was good. A few days later I checked star four and I have unlimited, now my question is and I'll find out when my next bill comes out, did someone or something change it to the one that isn't free.

Keep in mind she didn't have any info on how many minutes the free one had. I know my land line long distance has the first 50 minutes free. Any comments?

Tai

08-10-2006, 06:20 AM

Thank you, there was something strange about that deal (what else is new lol). First I called a business cs, she said there were two codes, one for $5. a month (no details on either code) and one for free. She agreed to give me the free one. I didn't do any arm twisting, I just told her I had Sprint long distance on my land line for years which I think helps get Sprint to home for free?

Anyway she put the free code in, tested it and all was good. A few days later I checked star four and I have unlimited, now my question is and I'll find out when my next bill comes out, did someone or something change it to the one that isn't free.

Keep in mind she didn't have any info on how many minutes the free one had. I know my land line long distance has the first 50 minutes free. Any comments?

There is no difference between the 2 one is free and other is 5 bucks and retentions usually give it for free. its just a standard plan

Tai

08-10-2006, 06:24 AM

CrazyGuy

08-10-2006, 06:46 AM

Thank you, there was something strange about that deal (what else is new lol). First I called a business cs, she said there were two codes, one for $5. a month (no details on either code) and one for free. She agreed to give me the free one. I didn't do any arm twisting, I just told her I had Sprint long distance on my land line for years which I think helps get Sprint to home for free?

Anyway she put the free code in, tested it and all was good. A few days later I checked star four and I have unlimited, now my question is and I'll find out when my next bill comes out, did someone or something change it to the one that isn't free.

Keep in mind she didn't have any info on how many minutes the free one had. I know my land line long distance has the first 50 minutes free. Any comments?

If you have Sprint long distance service on your landline then Sprint to Home is free. No "arm twisting" required:)

honey50

08-10-2006, 08:42 AM

This is honey50. There are rules and sooner then later your going find less and less agents willing to break them. Honestly and bluntly as I have been here in the past no customer is worth losing there job over. Id rather rack in 1800 a pay then nothing because myself or my agents didnt do there job. Actually last nite one agent of mine was warned about excessive offers she made 2 more ( I was remotely listening to her calls) now shes on a final letter of termination that Sprint handed down and quite frankly she deserved it.

Later today ill get the guidelines posted for negoiation steps and as much detailed info on what it means. (we got a meeting today to discuss these recent changes

I just know people are stilling getting stuff for free no arm twisting. I know you keep saying sprint is cracking down, im yet to see it. Maybe just in your call center. But to threaten ones job is harsh. If what you say is true, which Im yet to see, then sprint only has to change the programing on there system and no one can get anything, but that hasnt happen yet. Thats the only reason why I question what you are saying.

honey50

08-10-2006, 08:46 AM

Forgot to post a couple of friends of mine in the last couple of days got, FIMF, Vision for free, S2H free, 500 Text message free n/w at 6pm Free. All through Ecare. Ecare is still by far the best route to go. Just my opion though.

Gibsohnn

08-10-2006, 08:57 AM

I just know people are stilling getting stuff for free no arm twisting. I know you keep saying sprint is cracking down, im yet to see it. Maybe just in your call center. But to threaten ones job is harsh. If what you say is true, which Im yet to see, then sprint only has to change the programing on there system and no one can get anything, but that hasnt happen yet. Thats the only reason why I question what you are saying.

Let me give some examples from retail as to why this doesn't make sense. Just because we CAN do something, does not mean we're SUPPOSED to. Ok, example number one is that we have a code to waive act fees when someone adds a line, yet we've been told it's being tracked and we're not to use it. Just because it sits in RMS as a usable code, doesn't mean that we should be using it. There are codes in RMS for maximize offers for customers to renew their contract. If it offers a 10% 2 year renewal discount, we ARE NOT to just go ahead and give the 15% because they track who the offers were made to and what offers were provisioned on the account. The reason some of these codes stay in RMS despite us being told not to use them is because rules are based upon region. Say region #1 has no problem with giving too many discounts in the store. Their regional manager may say "if you guys need it, feel free to use it". In region #2 they may be discount like crazy and their regional manager may say "that's it, quit discounting, I am tracking the use of waiving act fees". So I can provision whatever I want, I just might not be around very long afterwards.

honey50

08-10-2006, 09:26 AM

Ok I see what your saying. My friends, family and I are glad to live in a region that gives out free add ons. Im glad I dont live in Tai's region. LOL. (no offense).

alaron

08-10-2006, 10:03 AM

In region #2 they may be discount like crazy and their regional manager may say "that's it, quit discounting, I am tracking the use of waiving act fees".
So, this thread should be titled: Rules for Retentions in Tai's Region on August 9th 2006 at 8:54 AM, because it might change at 8:55. Typical Sprint.

Wayne 1

08-10-2006, 10:07 AM

Wow, interesting stuff! Thanks for the information people. There are plenty of smart people in here, I must say...... :)

Gibsohnn

08-10-2006, 01:42 PM

Tai

08-11-2006, 01:43 AM

It's not so much that it changes, it's based on what's going on in one demographic region over another. A region where sprint gets the best service bar-none needs not give away freebies as the public has nowhere else to turn. In a more competitve market, that's not the case. It's not so black and white all the time. There are grey areas.

O the endless debates of Grey areas. Yes we do break them but rarely so its its not based where you as which site you get. I havent talked to any Rio rancho reps but they seem to get the highest complience issues and of course we've heard rumours of several fired for breaking the rules.

RickHouTX

08-11-2006, 12:47 PM

Tai,

Thanks for starting this thread. I find it very helpful. Yet, I have a couple of questions that maybe you (or others) can help answer.

1. Given these recent rules changes for retention reps, I have a greater interest in learning more about the items that you mention as "other freebies". In particular, I would love to see a listing of the "other freebies" items that a retention rep is allowed to offer. Is it possible to list these items here? If not, I understand.

2. My other question has to do with the timing of when to speak with retentions as it relates to multiple line accounts that have staggard expiration dates. In my case, I have 4 lines total. The contracts for the Primary line and sub #1 expire in Feb. 2007. sub #2 is expired now and sub #3 expires in May 2007. I suspect retentions would generally be more inclined to make better offers when the contracts for all lines have or are about to expire. But, I wonder if retention reps focus on the last expiration date for people that have multiple lines when deciding how aggressive they should be in making retention offers. If that is the case, then I may renew all of my lines such that they expire on or about the same time.

I realize that retention reps take into account many other factors when deciding how aggressive to be in making retention offers, but I have always been curious about the importance (or lack thereof) of contract expiration terms for multi-line accounts.

Thanks,

Rick

Loyality offer 10-15% and other freebies (I dont think ill bother listing them)

bartaholic

08-14-2006, 08:33 PM

I have to add my question to RickHouTX

""I have 3 phones that share minutes from one account and one of this phones contract is about expire in oct....this is no the primary phone on this account
the primary and other phone have 1year remaining
will I have any bargaining power with retentions if I tell them that I'm going to cancel the phone that is going out of contract?""

I don't need the other two numbers....the primary# is at most importance to me

here are some of the things I want
Sprint PCS Fair & Flexible America 2100min
free 100txt
free nights 6pm
FIMF
15% loyalty discount
free ready link( willing to pay for this)
and most importantly I'd like a discount on treo700p...I don't want to pay more than $250-300 for it....or less

is it realistic or am i dreaming

Tai

08-14-2006, 09:48 PM

barta your dreaming as you put it. However there maybe a few reps willing to give it.

You basically want 5 things so best resolve yourself to 3.

Best youll get off treo700p is 250 , 6pm isnt supposed to be used, FINF I am sure if you asked you could get this, no free readylink and if you want 15% be prepared to get 10. There is no 100 text message free but there adding stuff this week

bartaholic

08-14-2006, 09:59 PM

h20wakebum

08-15-2006, 01:40 AM

dfsdfdsfsdfsdfdsf

Tai

08-15-2006, 10:54 AM

lol
I would be very happy if I could get treo for $250 FIMF ...10% is a ok with me
but 6pm is tempting...i would pay for it if needed
I don't use a lot of txt but when I do I hate to pay extra for it
so what route do you suggest?
should I wait till oct or can I call/email now and try to get some of this thing now?
I really really want that treo....and I want it cheap

Id wait til oct for sure lots more bargaining power or call in and say your shopping aorund for prices. If you like what you hear take it. Otherwise try back in Oct and the most you currently can get off a treo 700 is 250 so you would pay 400

RickHouTX

08-15-2006, 10:59 AM

Tai,

Are you able to answer my questions below?

Thanks,

Rick

Tai,

Thanks for starting this thread. I find it very helpful. Yet, I have a couple of questions that maybe you (or others) can help answer.

1. Given these recent rules changes for retention reps, I have a greater interest in learning more about the items that you mention as "other freebies". In particular, I would love to see a listing of the "other freebies" items that a retention rep is allowed to offer. Is it possible to list these items here? If not, I understand.

2. My other question has to do with the timing of when to speak with retentions as it relates to multiple line accounts that have staggard expiration dates. In my case, I have 4 lines total. The contracts for the Primary line and sub #1 expire in Feb. 2007. sub #2 is expired now and sub #3 expires in May 2007. I suspect retentions would generally be more inclined to make better offers when the contracts for all lines have or are about to expire. But, I wonder if retention reps focus on the last expiration date for people that have multiple lines when deciding how aggressive they should be in making retention offers. If that is the case, then I may renew all of my lines such that they expire on or about the same time.

I realize that retention reps take into account many other factors when deciding how aggressive to be in making retention offers, but I have always been curious about the importance (or lack thereof) of contract expiration terms for multi-line accounts.

Thanks,

Rick

Quote:
Loyality offer 10-15% and other freebies (I dont think ill bother listing them)

Tai

08-15-2006, 11:04 AM

for some reason i keep getting error while trying to reply in PM.

1.Updating codes list would be worthless there still changing them atm. Mayb in a month

2.wait til all your agreements are up and youll have huge bargaining power

joe2504

08-15-2006, 11:34 AM

2.wait til all your agreements are up and youll have huge bargaining power

This is my case... What are you talking about exactly? I was told last night when I called nothing different than the regular plans available in stores and online. The CS rep was not willing to work with me on anything and even tried to talk me out of upgrading phones. :indiff:

Wayne 1

08-15-2006, 11:54 AM

This is my case... What are you talking about exactly? I was told last night when I called nothing different than the regular plans available in stores and online. The CS rep was not willing to work with me on anything and even tried to talk me out of upgrading phones. :indiff:

Are you speaking to account services (retention is the old name of the dept), if not you are wasting your valuable time. Call star two and announce account services at the prompt, if you haven't already. ;) :)

joe2504

08-15-2006, 12:39 PM

Are you speaking to account services (retention is the old name of the dept), if not you are wasting your valuable time. Call star two and announce account services at the prompt, if you haven't already. ;) :)

Yes, I did. The regular retention CS rep was very nice. He transfered me to his supervisor... she was a total b...

bartaholic

08-15-2006, 04:38 PM

does it matter that the 2 other phones have one year left? or do they only look at specific # contract and the primary # doesnt play a role in it?

Tai

08-15-2006, 06:33 PM

This is my case... What are you talking about exactly? I was told last night when I called nothing different than the regular plans available in stores and online. The CS rep was not willing to work with me on anything and even tried to talk me out of upgrading phones. :indiff:

Call ask about contract dates tellem your looking at shopping around they'll transfer you to Account services

Wayne 1

08-15-2006, 10:31 PM

Yes, I did. The regular retention CS rep was very nice. He transfered me to his supervisor... she was a total b...

Supervisors are the enforcers, do not talk to them, nothing good will come of it for you. Make your deal with the reps. :)

Tai

08-16-2006, 09:54 AM

LOL what Wayne said :)

ZombieXl

08-17-2006, 08:43 PM

Tai,
Can you explain how an offer is extended and accepted and then not honored by Sprint? Not to mention I can't get a call back (have been told 2x i would get one) to save my life.

Wayne 1

08-17-2006, 09:40 PM

ZombieXl:

I've been thru several contracts with Sprint and they still are deceptive to me all the time. Make promises and break them, make promises and break them. In other words they do this all the time to lots of people. :irked: :bang:

Tai

08-18-2006, 12:22 AM

technically you agreed to keep service for 1 offer sometimes we will add extra features but be warned people who keep wanting more will find they have less then they started with

ZombieXl

08-18-2006, 06:15 AM

technically you agreed to keep service for 1 offer sometimes we will add extra features but be warned people who keep wanting more will find they have less then they started with

The thing is that I didnt specifically ask for anything I was made an offer and I accepted it. I thought it sounded too good, but I confirmed it 3 times before i got off the phone and even called back and confirmed it the next day with the same rep. Since then it has been all downhill..

wideawakejac

08-18-2006, 07:57 AM

zombieXI:

I am dealing with the same issues...... it is amazing......I keep detailed notes of all conversations, but it does no good.....i give up :(

xfade

08-18-2006, 08:59 AM

ZombieXl and wideawakejac:

I'm dealing with the SAME THING... well, I became mad and decided to rollback my contract renewal because they weren't getting the agreed retentions plan right after a few calls. Now I'm ready to dish out $450 to cancel service (due to budgeting issues, and not wanting to deal with Sprint anymore) moving to a landline, when I really would like a cellphone but it's not worth my time and money. Unlesss ... they give me a too good to be true deal, I'd consider.

Wayne 1

08-18-2006, 09:56 AM

The fact of the matter is you and I are not dealing with straight forward people, Sprint employees are TRAINED to bait and switch you. It's happened to me repeatly over the years. The way some people in HERE deal with it is to get the deal set with retentions, specifically ask them to notate it (they should be anyway), and immediately email ecare and ask them to send you the notations for that conversation. Also get the name and log in of the rep making the deal with you.

I haven't done this, however others in here have and at least then you have it in writing and can appeal to executive services. If that doesn't help, then the BBB or a lawyer (to call) is in order. ;)

ZombieXl

08-30-2006, 05:14 PM

zombieXI:

I am dealing with the same issues...... it is amazing......I keep detailed notes of all conversations, but it does no good.....i give up :(

I finally gave in after numerous calls and took a slightly less appealing offer.. I did still get 2 free fusics out of the deal, but i'm still a little upset that I didnt get the deal I was offered..

Unfortunately I can't pry my wifes fusic out of her hand to cancel the contract, so I didnt have much of a choice.

I'll hang on for the 2 years and in that time maybe sprint will realize why their customer service is ranked so low and they keep losing customers becuase they are so far behind in the cool phone game.

For now i'm a somewhat happy, but still unsatisfied sprint customer. So i guess the retntions rep did her job. keep a customer at all costs, including ruining their opinion of the company as a whole..

Tai

08-31-2006, 12:29 AM

For the records retentions view isnt save at all costs anymore

alexm

08-31-2006, 08:49 AM

For the records retentions view isnt save at all costs anymore

Then what is it?

ZombieXl

08-31-2006, 11:36 AM

Then what is it?

Just a guess... To offer customers as much as it takes without really giving anything and then avoiding them (and giving them the run around) for the 30 day period where they can cancel the contract?

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