no_one
@QWEST.NET
 from:
Cabal 
| Why not try.
Old people like TV. Each nursing home setup is different. Ask if she has TV there. If not ask if they allow it and see if you can make a sell. If she says yes we have to share or something then backoff.
My older dad loves TV. Not in a nursing home yet but if he has to someday I am sure TV will follow.
It is all in the approach. Now if Verizon justs wants to have pushy sales no. But sometimes a few questions doesn't hurt. |
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Syncognition
join:2008-01-12
Winter Park, FL
| exactly, you never know when you might be doing someone a favor. I can't tell you how many times a day I get a customer who is calling because they can't log into their online account to pay their bill and they don't have DSL with the company I work for (Embarq). I off-the-cuff ask if who their provider is and how much they pay if they don't mind me asking, and 9 times out of 10 I'm able to give them DSL at much lower price than their current provider.
People forget that the rep isn't trying to make you pay more. He's trying to get your share of wallet away from the competition and with the company he works for. Often times you save the guy $10-$20 a month for basically the same service or better. |
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bngdup
join:2007-02-20
Old Bridge, NJ
| Because people called in for Customer SERVICE not Sales. Getting offered extra services every time you call reduces the quality of the conversation and, IMO the validity of any information given by the rep.
If the company had a decent customer service model, they would not need to push sales through customer support |
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Ebolla
join:2005-09-28
Dracut, MA
| Doing it mid troubleshooting yes I agree, doing it AFTER you finish then sure go ahead. Something like "If you have a moment would be interested in hearing about..." doesn't irk me as much. Worst that can happen is the customer says no, and if it is a recorded call then you had tried to do a sub portion of job you are paid to do. |
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StreetSpirit
NO Bailout for Corporate Crooks.
Premium
join:2002-08-13
Roslyn Heights, NY
 ·Optimum Online
 ·Verizon Online DSL
edit:
April 8th, @09:03PM
| reply to no_one
said by no_one :
Old people like TV. Each nursing home setup is different. Ask if she has TV there. If not ask if they allow it and see if you can make a sell. If she says yes we have to share or something then backoff.
My older dad loves TV. Not in a nursing home yet but if he has to someday I am sure TV will follow.
It is all in the approach. Now if Verizon justs wants to have pushy sales no. But sometimes a few questions doesn't hurt.
COME ON! The woman was in her 80s. She's going to want FIOS TV at the nursing home. Oh-kay... "Why not try" indeed. By the way , since when are tech reps and help support people act as the sales force?
"Sell sell sell, even if you're changing a phone number."
I suppose then you'll want her to be calling monthly to fix her bills.
My grandmother was in a nursing home for a month, and trust me, Verizon FIOS TV is the furthest thing from the senior citizens that live there.
For goodness sakes, many are suffering from Alzheimers and serious health problems. FIOS would be the furthest possible thing from their mind, and most of the time, the nursing home has TV and is in a contract with the local Cable MSO. She couldn't get it if she wanted to most of the time.
I speak only from experience dealing with the issue in NYC. It might be entirely different out on the West Coast, but it just seems a bit of a silly statement.. "Why not try!"
Dave |
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StreetSpirit
NO Bailout for Corporate Crooks.
Premium
join:2002-08-13
Roslyn Heights, NY
·Optimum Online
·Verizon Online DSL
| reply to bngdup
said by bngdup :Because people called in for Customer SERVICE not Sales. Getting offered extra services every time you call reduces the quality of the conversation and, IMO the validity of any information given by the rep. If the company had a decent customer service model, they would not need to push sales through customer support Thank you for stating eloquently what was on my mind. |
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bngdup
join:2007-02-20
Old Bridge, NJ
| reply to Ebolla
Dont get me wrong, I'm not blaming the rep. Its the stupid turnkey standard business model for Customer Service. Its just accepted that you will place insane time limits on calls, deal with crappy support systems, inadequate training...etc.
Since a few people will bite and accept some stupid add-on they think its all worth it to add it on to every call. The big brass couldn't care less about the customer service quality. They only care about how many calls per month they receive. Less calls per month = less customer service spend. So the way they look at it is, we're already getting the call, might as well try and make some money off it it.
Disclaimer: I have worked as phone support |
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Syncognition
join:2008-01-12
Winter Park, FL
| reply to bngdup
Well of course, you solve their problem and earn the right to make an offer. If you haven't fixed their issue you have no right to attempt to offer a service. I guess I should be more clear that I (and most others who do this job well) ensure that the problem is taken care of before attempting to discuss such things as who their providers are. |
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Jason Levine
Premium
join:2001-07-13
Albany, NY
| reply to no_one
I think the point was this:
she was in a nursing home, moving from one room to another, and couldn't even get our TV. The lady's particular situation meant that she couldn't get FIOS TV if she wanted to and yet the Tech got in trouble for not attempting to sell it to her. What if he did try and she "fell" for the sales pitch? Would Verizon have billed her for FIOS TV without providing the service? Why should a tech get in trouble for not trying to sell to each and every customer even when the situation plainly shows that the customer can't use the service?
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irsean
join:2001-05-10
Redlands, CA
 ·Verizon FIOS
| reply to StreetSpirit
said by StreetSpirit :COME ON! The woman was in her 80s. She's going to want FIOS TV at the nursing home. Oh-kay... "Why not try" indeed. By the way , since when are tech reps and help support people act as the sales force? I've installed FiOS tv in nursing homes.
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