I have over 5 years experience in Customer Service, but the time I was
a Telephone Rep. w/ T-Mobile is easily the WORST experience of my
life!!! For starters, the "training" teaches you at the most 10% of
what you really need to do the job effectively. You are encouraged to
rat out your coworkers. Gossip/slander is readily accepted as truth
and leads to ("and includes") termination. NOBODY listens to the
employee's concerns. Our side of the story is irrelevant. Those in
management roles ALWAYS have the final word. Once you're out of
"training," the "supervisors" (aka, roaches, I mean, coaches) spend
all day surfing the web and give you nasty looks if you have the nerve
of asking them for help. They freak out if they have to speak to a
customer, prefering, instead to simply hang-up on them or send them to
voicemail. Emphasis is NOT on customer satisfaction, rather, on
meeting your "stats" (aka, T-Metrics.) Take, for ex., CRT (aka, the
average time it takes you to get rid of the customer.) Those that do
the best with this "stat" (possible ONLY thru hanging up on callers,)
are the "TOP PERFORMERS"! You are frowned upon if this "stat" is not
low enough and will be TERMINATED on the spot if you fail a second
time w/i a 2 month period. Of course, if you are one of the
BROWN-NOSERS in their God-forsaken Call Centers, you can easily reach
retirement age, regardless of whether or not you meet the "stats." If
you step in someone's toe they'll find a way to terminated you w/i a
few-day's time. As simple as that! The call "quality" measuring tool
they use is the POOREST in the industry. If you're not one of the
brown-nosers, the "coach" or "Sr. Rep." don't see what you did right,
rather, they bend over and backwards to find something you missed (or
could have done "better," that is, the way they would have done it,
with their over 5 years experience,) and score you the lowest
possible. However, those that are personal friends with their
"coaches," can expect the HIGHEST quality score ALL THE TIME!!! Also,
the reference "tool" they make you work with is a MASSIVE database
called "Streamline." When you ask your "coach" or "Sr. Rep." for help,
they tell you "go to Streamline." But, getting a simple "yes" or "no"
answer out of this database can take upwards of 30 mins. of "fishing"
thru countless pages and pages of information. Very much like reading
upwards of 10 pages of contractual fine print for each and every call!
Then, on top of that, you have to do a "visual audit," that is, review
the customer's past 3 invoices and "congratulate" the customer for
"doing a good job in managing their account" (or, not going over their
minutes.) If they are not "managing the account well," then you have
to offer additional features. On top of that, you have to acknowledge
"tenure," or the start date the customer signed up w/ T-Mobile (aka,
sold his soul to the Devil.) T-Mobile brainwashes you with their "Get
More" philosophy. The only one that "Gets More" is Katherine
Zeta-Jones, who get $14 million a year as their spokesperson. Their
plans, equipments, policies/procedures and alleged "employee
incentives" is all a BIG SCAM! I wouldn't be surprised if this company
is going under and is soon to be bought out. Over 65% turn-around in
Customer Service Reps. is a sure indication that T-Mobile is NOT, NOR
EVER will be "The Best Place to Work in America." (1 of their 6 Goals
for 2006.)- - T-Mobile-US on Google Groups: http://groups.google.com/group/T-Mobile-US _ _ Yahoo! Groups Links <*> To visit your group on the web, go to: http://groups.yahoo.com/group/T-Mobile-US/ <*> To unsubscribe from this group, send an email to: [EMAIL PROTECTED] <*> Your use of Yahoo! Groups is subject to: http://docs.yahoo.com/info/terms/
