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Old 02-26-2010, 08:31 PM   #1
randomsprintrep
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i work for Sprint. Stop failing our surveys!

I work in retention. Feel free to ask me some questions. Please stop failing our surveys!!!! Do you understand the reprecussions of everytime you mark NO to one of those surveys?!!!
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Old 02-26-2010, 08:39 PM   #2
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I work in retention. Feel free to ask me some questions. Please stop failing our surveys!!!! Do you understand the reprecussions of everytime you mark NO to one of those surveys?!!!
i do all to well you can see my thread here

http://www.sprintusers.com/forum/sho...d.php?t=196880
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Old 02-26-2010, 08:49 PM   #3
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i do all to well you can see my thread here

http://www.sprintusers.com/forum/sho...d.php?t=196880

AMEN brother! you spoke 100% truth! It's a dirty game they are playing
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Old 02-26-2010, 09:12 PM   #4
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I just read that thread and you're spot on. It used to be that our commissions and jobs were based off what some pencil pushers in the back rooms had to say about our phone calls that they listened to.

That was when we could get away with more if we decided we needed to do something extra to help the customer so the customer would end up happy but we'd get our knuckles rapped for giving a credit.

These days, we're not supposed to proactively offer a credit for anything, even if Sprint is in error. We've even been told, off the record of course, that we are supposed to handle what the customer called in for and nothing else.
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Old 02-26-2010, 09:16 PM   #5
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I just read that thread and you're spot on. It used to be that our commissions and jobs were based off what some pencil pushers in the back rooms had to say about our phone calls that they listened to.

That was when we could get away with more if we decided we needed to do something extra to help the customer so the customer would end up happy but we'd get our knuckles rapped for giving a credit.

These days, we're not supposed to proactively offer a credit for anything, even if Sprint is in error. We've even been told, off the record of course, that we are supposed to handle what the customer called in for and nothing else.

Its a lose lose situation no matter how you look at it. Do you say NO and risk getting the bad survey and demoralized if the customer writes a letter? Or do you offer your whopping 25$? Usually not and you have to escalate to EMT or supervisor and then if the call drops well now you praying to hope that customer doesn't get a survey.
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Old 02-26-2010, 09:25 PM   #6
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AMEN brother! you spoke 100% truth! It's a dirty game they are playing
believe me i know even more then that, i work in a different industry but a similar job, im a supervisor for bank of america so i deal with retention day in and day out and we have surveys too
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Old 02-26-2010, 09:26 PM   #7
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I just read that thread and you're spot on. It used to be that our commissions and jobs were based off what some pencil pushers in the back rooms had to say about our phone calls that they listened to.

That was when we could get away with more if we decided we needed to do something extra to help the customer so the customer would end up happy but we'd get our knuckles rapped for giving a credit.

These days, we're not supposed to proactively offer a credit for anything, even if Sprint is in error. We've even been told, off the record of course, that we are supposed to handle what the customer called in for and nothing else.
oy thats horrible. gotta love corporate restructuring and the everchanging world of it all.
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Old 02-26-2010, 09:26 PM   #8
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I am 100% honest on mine and leave long messages on why I said what I said.. like when I ask a quesiton and the rep goes around it completely.. and never answers me.. or when they change my plan and forget to put my discounts on and when I get my bill its like 50-60 dollars more then it suppose to be or my favorite.. when I ordered 2 moments suppose to been at new customer priced (added 2 lines ) and they charged me full price + activations on them.. yeah... u gonna get bad marks from me
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Old 02-26-2010, 09:28 PM   #9
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1 have 1 feedback towards the survey in return though, can they choose better times of the day to call, and not be so relentless i seriously in 1 day got 7 calls between 8am and 6pm for the same survey. finally i cought it on lunch and took it but man was i peeved that they called so much.
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Old 02-26-2010, 09:33 PM   #10
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I have advantage club and I make sure all of my users give the person a 5 unless they completely f'd up. I've explained to them that people's jobs depend on these surveys.

On a brighter note, there has been a dispute process put into place but I'm always suspicious of any changes that supposedly benefit us.
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Old 02-26-2010, 09:34 PM   #11
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believe me i know even more then that, i work in a different industry but a similar job, im a supervisor for bank of america so i deal with retention day in and day out and we have surveys too
Ok blame me for going off topic, but I am a BOA customer, and I LOVE the bank. However what do you do to retain customers?
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Old 02-26-2010, 09:36 PM   #12
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Ok blame me for going off topic, but I am a BOA customer, and I LOVE the bank. However what do you do to retain customers?
cant really discuss it since im at work right now on the clock lol. shoot me a pm ill give some info when i get home tonight.
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Old 02-26-2010, 09:55 PM   #13
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1 have 1 feedback towards the survey in return though, can they choose better times of the day to call, and not be so relentless i seriously in 1 day got 7 calls between 8am and 6pm for the same survey. finally i cought it on lunch and took it but man was i peeved that they called so much.
Unfortunately not. We actually fail surveys because the cusotmer is so mad that they are getting the survey. You have no idea how good that feels to come home and say "hunny no bonus this month because they called a customer who was mad about getting a survey" or try the one where the customer cant authenticate the account we have to refer them to the store to show ID. Its not our fault you cant verify your pin # or security question
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Old 02-26-2010, 10:00 PM   #14
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I am 100% honest on mine and leave long messages on why I said what I said.. like when I ask a quesiton and the rep goes around it completely.. and never answers me.. or when they change my plan and forget to put my discounts on and when I get my bill its like 50-60 dollars more then it suppose to be or my favorite.. when I ordered 2 moments suppose to been at new customer priced (added 2 lines ) and they charged me full price + activations on them.. yeah... u gonna get bad marks from me
Yes that is an unfortunate situation and definitely sounds like the reps were at error. I have no issues when a rep really drops the ball or messes up however when you have valid overages and call in saying you want credit and we say no can do because you used the minutes and then we fail a survey on it ...that is what I cannot fathom.

And I do not know the specifics of your situation listed above but Yes you should have received the phones at new customer pricing. But you are complaning about activation fee's. Why wouldnt you have activation fee's? Its a standard in the industry
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Old 02-26-2010, 10:04 PM   #15
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We are being setup to fail. That's the long and short of it.
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