Archived from groups: alt.cellular.sprintpcs (
More info?)
Smiling Wickedly, Leisa answered:
> That's me, I think. I'm not data, though, just voice. While we're
encouraged
> to try to help callers with data issues, I don't even pretend unless it's
> something very basic like how to download a ringer. Data can be too
> complicated, there are too may error messages and too many tools that I
> don't have access to, and I'm not helping customers at all by guessing, and
> either not solving anything, so they end up having to call back, or making
> things much, much worse (which I've seen happen all too often, and have been
> on the receiving end when someone thinks they can force a stuck service
> order through by creating 20 more orders.)
>
> Rumor is that Voice Trouble in my center are being trained on data in
> November. We'll see.
>
> We do have about 20 of the Bolingbrook specialists who transferred here when
> their center closed, and they're trained on Voice and Data. So it's feasible
> that someone could reach a knowledgable data specialist when calling a Voice
> specialist. But the odds are pretty small; 20 people out of about 250 in my
> center, not sure how many in the other center. We also have a huge batch of
> former regular customer service folks who just went through Trouble training
> because they're moving Consumer Care out of our center and keeping just
> Business and Trouble. Because of that, the odds of getting someone new to
> Trouble and not as knowledgeable (to put it nicely
) are going to be
> pretty high for awhile, until they learn more by doing. Trouble is one of
> those things where you can only be taught so much, the rest you have to pick
> up on the job as each type of problem springs up (and you have to have a
> modicum of common sense, to boot).
I had reason to call CS last saturday just to ask a question about my
phone. The CS rep was VERY helpful and courteous. She answered my
question in a quick and timely manner.
All this, and after being told by the automated system that hold times
were going to be long because of an unusual amount of traffic. I held
for a whole minute and a half.
TONIGHT, I got a call from Sprint PCS regarding my call to THEM the
other day, asking if I would take a CS survey. Basically asking if they
did their job, were courteous etc.... I was VERY pleased to see this,
and told the person on the phone that the CS agent I talked to deserved
a bonus or something.
I'm VERY please to see that Sprint PCS is taking the extra step to make
sure customers are happy.
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