I was fired from att wireless because of job performance. The manager says I have never met quality. During my 2yr and 1 month working their I have always help my customer to the best of my ability. But working for a company who hires manager who do not know anything and don't want to help you assist the customer, just tells you to look it up' but when you try to find some answers for the customers its nothing there. Therefore which leads to you getting a failing grade on a monitor?
My thing is how can you fail me when the information you say I fail to tell the customer is not available or if my manager don't know the answer or just don't want to help. Everyday I talked to mislead and upset customers regarding their extremely high bill, or poor reception service such as; "Dropped calls, my phone not ringing, I didn't get voicemails, and my phone would randomly go into 'emergency mode.' This entire thing and more customers would call in about. Nothing updated in system to tell us why these things are happening, so you there with a person who is very displease and who except their service to work since they are paying the bills.
We as customer service rep knew att was ripping customer off, customer were charge for upgrade fees on top of signing new 2yr contract and plus paying for the phone, but att still wanted to squeeze more money out the customer. We told to advise the customer that the upgrade fees are standard charges and could not be waived.
My job title as I worked there was a customer service rep not a technical support rep,if I speak with a customer who has been experiencing and ongoing problem with no signal, drop calls, I was told to troubleshoot until it escalates up to tech support. Att manager would score the calls a zero call because I was unable to get the phone to working again, which in reality the service is probably just poor in that area and att will never fix it.
That statement is very much true because I have taken calls from customers who call back into customer service to check on tech case that was files 3weeks to a month ago and the customer is still having the problem. I have witness it all including the high bills. Customer call complain bout talking over there min,some customers do and you have some who really check their usage daily, and those customers to are hit with high overage charges. Att wireless are thieves and have deceived their customer by giving them false information.