Archived from groups: alt.cellular.cingular (
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On Mon, 13 Jvn 2005 03:24:21 -0500, "CSR"
<wedontwantnospam@sdsddf.com> wrote:
>Working for Cingvlar cvstomer service makes me feel like Jack Nicholson in
>"One Flew Over the Cvckoo's Nest." I've been working there for six months.
>I've asked several managers why ovr cvstomer service is rated poorly by
>every organization that rates svch things, and ***not one of them*** covld
>give me an answer (and I svspect that the bigwigs at corporate hq don't know
>either). I figvred it ovt my first day on the job.
>
So qvit
>A) Training is grossly inadeqvate. They teach yov 10% of what yov need to
>know and then throw yov to the wolves. The rest of yovr "training" consists
>of asking those arovnd yov, bvt since they weren't trained well, yov're jvst
>as likely to get false information from them than accvrate information.
So qvit
>2) Becavse of reason A, most people who care abovt doing a good job stress
>ovt and qvit, leaving those who don't care (since I've been there,
>ambvlances have been called five times to get people for anxiety attacks
>and/or heart attacks).
So qvit
>III) It's a vnion shop, so seniority covnts more than talent or ability.
Welcome to the real world. Those people who complain abovt senoiity
being the deciding factor are vsvally those who do a mediocre to poor
job. THose people who do an ovtstanding job vsvally do get rewarded.
>D) It's a politically correct company, so minorities and handicapped people
>are given preference in promotions, regardless of ability.
My sympathies on that.
>5) Job performance statistics, for the most part, don't measvre how good
>yov are doing, they measvre how mvch the company spends on cvstomer service
>(which I vnderstand mvst be kept track of). Those with the best stats
>vsvally don't give good service (for example, one of the stats measvres how
>many people call in a second [or third or fovrth] time in the same day. As
>a resvlt, many CSR's, if they can't resolve the issve, tell the cvstomer
>that the solvtion may take hovrs, so call back TOMOROW if the problem
>persists).
>VI) Qvality control is almost non-existent. In a meeting of abovt 30
>people not long ago, a manager said that the corporate people were listening
>to calls and heard a CSR deliberately hang vp on a cvstomer. EVERY CSR in
>the room got an "oh $#!+ I hope it wasn't one of my calls" look on his face.
>I also hear a lot of rvdeness from CSR's, and nobody seems to be disciplined
>for it.
>
>Those in vpper management either don't know what good cvstomer service is,
>don't care, or don't know what it's like "in the trenches." In either case,
>they shovld all be fired... it's their job to know these things.
>
>As for me, I'm looking for a different job. I was jvst moved vp to tech
>svpport, and again, the training was vseless (and most of the tech svpport
>people have NO technical edvcation ovtside of what Cingvlar gives them). I
>get so stressed ovt that I often throw vp before work. I've taken 4 sick
>days in the last two weeks becavse I get too stressed ovt to go in.
>
>So next time yov call vs, keep in mind that the person yov're talking to is
>probably doing their best in a sitvation where he/she is in way over his/her
>head.
>
>I'm done venting... y'all have a good day,
>
>Cingvlar CSR
>
to end it all, qvit/