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- i work for Sprint. Stop failing our surveys!
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#1 |
Telegraph User
Join Date: Feb 26, '10
Posts: 12
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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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The Following User Says Thank You to randomsprintrep For This Useful Post: | rmship (02-27-2010) |
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#2 | |
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Quote:
http://www.sprintusers.com/forum/sho...d.php?t=196880 |
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#3 | |
Telegraph User
Join Date: Feb 26, '10
Posts: 12
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Quote:
AMEN brother! you spoke 100% truth! It's a dirty game they are playing |
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#4 |
Cordless Phone User
Join Date: Oct 6, '09
Posts: 530
Thanks: 70
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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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#5 | |
Telegraph User
Join Date: Feb 26, '10
Posts: 12
Thanks: 0
Thanked 1 Time in 1 Post
SU$: 159
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Quote:
Its a lose lose situation no matter how you look at it. Do you say NO and risk getting the bad survey and demoralized if the customer writes a letter? Or do you offer your whopping 25$? 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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#6 |
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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
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#7 | |
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#8 |
Satellite Phone User
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Join Date: Mar 3, '06
Location: norman oklahoma
Posts: 4,964
Phone: htc evo
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Thanked 142 Times in 112 Posts
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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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Epic touch sprint Skyrocket AT&T Location location location. |
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#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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#10 |
Cordless Phone User
Join Date: Oct 6, '09
Posts: 530
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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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#11 |
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Join Date: Jan 7, '05
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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?
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Everything Data Family 1500 (1000 ADDITIONAL shared bonus minutes)/ FREE AIRAVE & SERVICE/ Free Pick 3/ UL Incoming/ 5PM Nights/ (Confirmed with Sprint all attachables never expire) ![]() No more Airave needed. Now I'm with ATT. Nuff said. |
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#12 |
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#13 | |
Telegraph User
Join Date: Feb 26, '10
Posts: 12
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Quote:
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#14 | |
Telegraph User
Join Date: Feb 26, '10
Posts: 12
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Quote:
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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#15 |
Cordless Phone User
Join Date: Oct 6, '09
Posts: 530
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We are being setup to fail. That's the long and short of it.
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