I've been reading these posts and I've witnessed so much in the short amount of time that I have been employed. I started months ago, I am out of greenhouse and I have to say that I am bothered by a great number of things.
I don't understand how individuals can preach about their upselling when customers continue to complain about the secondary part of our jobs, customer CARE. It is so painful when I receive a call that stems from another rep bypassing their duties (due to AHT) as a customer CARE rep because the only focus was the upselling. So then days or even months later I am having to fix a problem or address a concern that started way before I was even hired on as an employee. Speaking up on it is more challenging than the initial problem. We are taught to put a bandage on the wound instead of curing the infection.
I've learned some things that were NOT covered in the training material which ultimately sets us up for failure. I literally want to grow within this company, but the politics of it reminds me of the battles I faced in nursing homes. Individuals caring only about the paycheck. I am striving to be a different type of rep, a new generation of true customer CARE. There are others that want the same as well. I think before we actually start the process of such we have to out perform the ones who literally do not care about the customers anymore. So our challenges will be doubled or maybe tripled. I am still trying to figure out a few things.
Some of what I have read here has confirmed some of my suspicions. I refuse to succumb to defeat. Something has to be done. I am utterly shocked that the lawsuits that are forming hasn't forced legitimate change into how we provide services or how we handle our customers.
Don't get me wrong, some customers are legitimately hateful of their own image, you can tell those kinds....then there are others that are sincerely fed up with how they are treated. Concerns are disregarded and replaced with upgrades, which tend to add more confusion to the bill.
With that being said, I have saved more DTV orders versus the amount of DTV I have sold. People call confused about the change because the person spent 6 mins total on the call so that they could move on. So they call back, unsure etc... I explain the changes with Prism etc... I have even had some that wanted me to get the credit for the sale instead, which I decline.
There needs to be different departments set up for Sales and Customer Care. This should not be combined anymore. Maybe turn the Prism team that is being faded out into a true customer CARE group.
I know I'm still rolling with Similac behind my ears due to low tenure within the company, but my concerns are real and I sincerely want changes that actually promotes a healthy relationship with our customers. I agree with the tech up top that said he hears complaints etc whenever anyone knows he works for Centurylink. I face the same thing, I honestly think I have a better relationship with most customers that are unsettled is because I am also a customer (for many years before I was employed) and legitimately understand their frustrations. Don't get me wrong, when the company is right I stand up for us 100%. I do not let abusive customers tear into me. I respectfully reset the tone.
Is there anyone else around that agrees with me or challenges my way of thinking?
Either way, I welcome the feedback.