My V60i BROKE! - what can I do?

{i dont know}

DOES NOT COMPUTE

 

I agree that saying "I don't know" doesnt' compute. The customer will sort of turn around and go "ohhhhkay." But, I think that since you guys (RS guys) have to live up to your motto, I think that Verizon/Sprint should give you more information on what to say if certain questions are asked, so that you can give people the correct answers to the questions. I'm not saying that you guy's don't give the correct answers already, just saying that Verizon/Sprint should supply you with a little more information, AND you guys that know the answers to stuff, even if the company doesn't give you any info, should answer it honestly.

 

"I don't know" works for me. It's much better than being fed a line of BS IMO. I am still dealing with Verizon on a problem. I may have to shell out $290 because of a bunch of BS a supervisor told me. It should be OK as I'm dealing with Verizon's executives now. I don't think Verizon has the time to train RS, hell they can't seem to train there own employees most of the time. Even better would be if RS employees said "I am not sure, I would call CS or go to the providers store for help with that problem/question". I would go back to that store, as I like dealing with honest people. Even if they arn't the most knowledgeable.

 

Better to answer "I don't know" and let the customer think you are an idiot than lie and have them shell out either $50 for data cables (in this instance with the phonebook issue) or $300 for a new phone (she was told 'there are no more v60's anywhere') when neither is necessary.

 

Including my previous post, I also agree with you guys. I would rather be told "I don't know" rather than a whole line of cr@p. And that goes for anywhere....Verizon, RS, Cingular, Sprint, AT&T, SunCom, Alltel, any of them. BUT, I also think that something needs to happy so that reps don't have to say that, they will know the answer.

--J.T

 

i have also found that with most franchises and a lot of other businesses, that it usually comes down to the individual representative and how much they have been trained. our company is constantly training us. but as an idirect VZW agent, we need to be constantly trained to keep up with everything. it makes us a better company. we are also a very competitive company and match and beat prices all the time. we also give loaner phones when we send customers' phones for repair rather than suspending their service. they get either the same phone or something comparable as a loaner. on top of that, we have our own customer service. if we cant solve your problem then and only then do we direct you to verizon customer service. Most of my customers have my personal email and cell phone number. i'll take the time to go to them if they are really having a problem.

And that is how EVERY reseller should be. if they cant back it up then why are they selling it? Even after my legal problems with Radio Shack, i still think they are a good company and i still buy things there. but they should pick ONE service to sell and be good at it.

 

i meant it in the form of an individual case. i surely dont agree that associates should give BS answers if they dont know but personally i usually get the answer and pass it on, therefore "i dont know" doesnt work for me ^_^

 

Definately on an individual basis. I have been in RS and had wonderful service and followup service and i have been there and had a horrible experience. I am not picking on Radio Shack either. This happens everywhere- walmart, Jiffy Lube.. anywhere you go. And the same goes for all companies.... properly train your employees!! that way the general public does stereotype all stores as having a bad reputation. just the sales rep or service person.

I think it should be mandatory that all reps must hand out a personal business card and a comment card and ask that their customer fill it out and send it back to the store. I actually ask my customers to take a few minutes to email or call our company about their experience in the store and with me as their sales rep, whether i was the best sales person they ever had or even if they thought i was a complete moron.

Getting customer feedback is the only way to tell if a certain location and rep. is doing a good job. And, it's the best way to find out what aspects of the business need improvement.

 

Can't argue with that.

 

I am not allowed to tell a customer "I don't know". If I actually don't know, I am expected to find out in a timely manner, which I do. That's why we have our own Customer Service... so that our reps don't have to say "i don't know". we might not know right away, but 9 times out of 10, at the end of the day that customer will have a GOOD, accurate answer.

 

I agree that this "I don't know" thing happens with every company. I also agree that the company employee's should be trained better. I also agree that the "I don't know" response doesn't work for some people, but does others. I personally say, if they tell me "I don't know", then I am going to find out from other people, or basically research the issue on my own, and hopefully go back and tell them the answer to the question, that is of course, if they actually care. I think that's great Kranium that your employee's aren't forced to say "I don't know" because they go and get the answer in a timely manner . I am not trying to pick on any-one store, but, just making comments in general.

--J.T

 

Yeah, I'm not here to pick on people or trash talk other companies. I just think people in general need to work harder. I personally get paid too much to tell them "I don't know". The company makes it worth while for me to take the extra time to find my customers a REAL answer to their question.

 

I completely agree!