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fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3 | reply to Anonymous
Re: Does not care. The problem is that he's not being 100% accurate about what he said. He IS right, however, selling IS part of the job. He wants to be rated on the tech and service part alone. Comcast wants CSRs that can do all three parts of the job.
From what I know, they don't routinely terminate people for not selling. Techs also get low scores for repeats on trouble calls or installs. The DVR dropped the techs scores all the time. It was a sad and idiotic issue, but, no techs were terminated over it and while it did lower the pay raise portion a little, it was about 10 to 20 cents an hour... again, not fair, but it didn't kill the employee nor were they fired.
And, in comcast last, not sure about MC, the sales will not get you a bigger raise when high over a poor service performance.. if the service performance is low and they look at the 'why' and it's valid, then the tech would be terminated - sales or not.
The reason I bring up my rebuttal is becuase many phone reps don't WANT to sell and then say that they are doing their job becuase they handled the call.
And, again, anon, what I'm also trying to point out, maybe now that good, is that if the service part of the job was being done, absent of sales being made, the customer wouldn't be complaining and the company would not be ranking low scores. (Remember: see also that good reps aren't fired)  | |
| FiberGuy,
As someone who usually agrees with you, I have to disagree here.
If you are talking about the sales department, then you are correct.
But would you say the same for the people who handle the CHSI and CDV support calls?
How do you sell another service to those who are calling for a problem with a service they already have?
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I'll do it later. | |
 Jim GurdPremium
join:2000-07-08
Plymouth, MI | said by LeftOfSanity:How do you sell another service to those who are calling for a problem with a service they already have? SBC used to do that all the time. It infuriated me greatly to be upsold instead of trying to fix my problem. I kicked them to the curb 7 or 8 years ago and switched to MCI for dialtone. I'm now using VoIP with Vonage.
I wouldn't go back to SBC (now at&t) for local service under any circumstances. There are many other choices available now. They don't care about fixing problems, just increasing the monthly bill by pushing unwanted services on people calling with technical issues.
I can't say I have noticed a problem with Comcast but I rarely need to call them anyway. The only issue I have with them is they closed a bunch of service centers and I had to drive all the way to Ann Arbor to return a cable box. They closed both the Canton and Wayne offices.
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Calling an illegal alien an undocumented worker is like calling a crack dealer an unlicensed pharmacist. | |
 W7PSKJust MePremium
join:2000-12-04
Everett, WA | reply to fiberguy
IMHO
SALES REPS
And SERVICE REPS
SHOULD NOT EVER BE THE SAME
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Rick Scott
Everett, Washington
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