Reply
Like what you see? Go ahead and show your support! UCAN is a truly independent non-profit watchdog organization, dependent on grassroots donations like yours!
Utility Consumers' Action Network
(619) 696-6966 or file a complaint about a company online.
Terms & Conditions
UCAN.org is made available by the Utility Consumers' Action Network to assist you in becoming what you always knew you could be, a consumer ROCK STAR! We take no corporate money, and are beholden only to you, the consumer. As such, the site is here for educational, advocacy, and empowerment purposes, as well to to give you general information and a general understanding of the law. Just remember this site is NOT here to provide specific legal advice. By using this web site you of course understand that there is no attorney client relationship between you and the Web Site publisher, UCAN. The Web Site should not be used as a substitute for competent legal advice from a licensed professional attorney in your state.
That said, get to digging on the site, inform yourself, speak your mind, and earn Watchdog Bones! This is YOUR site, and we mean it. So comment on any of the content, discuss the latest issues in the forums, file a complaint on a company with the fraud squad, and generally cut loose.
See our Privacy Policy and Copyright Policy, Some Rights Reserved
- Remember, if you have any questions about copyright law or need legal information regarding intellectual property, the internet, or new technologies, visit our affiliate New Media Rights at www.newmediarights.org. If you are in the San Diego region, you can also can apply to use our multimedia studio and equipment for free.
I've worked for AT&T
I've worked for AT&T wireless as a rep for 6 months now. Yeah, reps are often too lazy or rude, but that all starts from the way the customers act.
Some points to share
a) When something like this happens, I automatically switch to asshole mode:
Me: Thank you for calling the new At&t 'bout your wireless service, my name is xxx, who am I speaking with?
Cust: Why my bill is too high? I only use it for emergencies, when it was Cingular I have had no problems... bla bla bla
This bugs me and buggs all of the reps, please be polite enough to answer the questions of your name, your phone number, the accounts holders name (even if you are) and the last four digits of the SSN/Password of the account
b) Complains like "I was told in the store that..." piss us badly, you people sign a paper. The contract has tiny letters? Well yeah, but thats not our problem if you don read 'em
c) The truth is, reps can give adjustment for up to $250 including taxes, 1000 rollover minutes, supervisores can give $400 including taxes and 4000 rollover minutes, anything greater than that will be escalated and you'll be called back
d) At&t is highly commited to quality, thus having regular call-monitoring, plus the chance for the customers to qualify the service after the call (Post call survey, PCS), or random-selected calls were 2 things are considered: First Call Resolution and Total resolution. A rep who gets a bad PCS or doesnt get a FCR gets suspended and in some cases fired. This doesnt mean that there are not bad agents, all of us have done things the wrong way, but again; it depends the 95% of the time by the way you customers threat us
e) When you have something that has been pissing you off like your cell phone working poorly, high amount bills or something, contact customer care and say the words "I want to cancel" even if you have an early termintation fee, if you are good enough to the company you will be transfered to a saveteam that will make you LOTS of offers, from exclusives price plans, to adjustments or new equipment, in case the customer care rep takes your cancellation request... well, that means you are nothing for the company
For now I think it will be all, coming back from a 8-hour shift, speaking to customers that don't even know how to get a prorated charge is kind of annoying