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1. #PLENTI POINTS ATT PAPERLESS BILLING NOT BEING APPLIED HOW TO#
2. #PLENTI POINTS ATT PAPERLESS BILLING NOT BEING APPLIED MANUALS#

If the agent/dealer insists on speaking with a manager O Listen attentively to the agent/dealer’s complaint and do not interrupt.Ģ. The following procedures should be used when handling agents/dealers requesting to speak with a manager. * Account must be verified according to the Account Access Matrix O Continue through the Escalation Chain of Command until a resolution is reached.Īgent/Dealer Escalations Agents or dealers can escalate to a manager on behalf of a customer. O Provide the manager with details regarding attempts made to resolve the issue. If the employee’s direct manager is not available, notify any member of management available in the center.

Notify a manager or supervisor immediately. Customer, is have you talk with my Manager to see if s/he can assist in getting this resolved”.ģ. O Suggested Scripting: “What I’d like to do, Mr./Ms. Do not provide the customer with any telephone numbers to external agencies. If the customer is insistent on contacting an outside agency or an executive, immediately refer the customer to a Manager. * An executive officer of Cingular Wireless, such as the President of Chief Executive OfficerĢ. * The Federal Communications Commission (FCC) Examples of executive complaints include, but is not limited to: These calls should be handled with extra care to ensure Cingular’s fourth “R”, our Reputation, is upheld. For complaints about departments other than Customer Care, representatives should take ownership of the customer’s complaint and come to an agreeable resolution with the customer.Įxecutive complaints occur when a customer mentions routing their issue to an outside state or federal agency, “the president of the company” or “the person in charge”. The customer must receive a return call within 2 hours.ģ. O If no one is available to immediately handle the customer’s call, offer the customer the option of receiving a callback from a member of management within 2 hours. O In the event that there are no managers (next level) available to handle the customer’s call, continue through the Escalation Chain of Command to locate someone available to speak with the customer. O If the employee’s direct manager is not available, a back-up manager with the same level of authority as the employee’s direct manager should be located. O Provide the direct manager with information regarding the customer and the issue. O Escalate the call to the employee’s direct manager. If the customer insists on speaking with a manager. O Take the appropriate steps to correct the issue.Ģ. O Ask probing questions to ensure understanding of the issue. O Listen attentively to the customer’s complaint and do not interrupt. Attempt to identify and resolve the root cause of the issue. The following procedures should be used when handling customers requesting to speak with a manager.ġ. These procedures can also be used for repeat callers regarding the same issue. Cingular has implemented national escalation procedures to ensure customer complaints are handled uniformly across all regions.

These are the procedures for handling an escalation from a customer who requests to speak with a manager or threatens an executive complaint. If you have an issue with AT&T, you can use this as a guide to see how they’re going to react to your various thrusts and parries, from simple billing and service issues to requests for cancellation and escalations to the Office of the President (gamely referred to by the acronym “OOP”)… These are the document every customer service rep in their call centers uses to deal with you when you kvetch.

#PLENTI POINTS ATT PAPERLESS BILLING NOT BEING APPLIED HOW TO#

Here’s a direct port from the AT&T/Cingular internal database on how to handle complaining customers.

#PLENTI POINTS ATT PAPERLESS BILLING NOT BEING APPLIED MANUALS#

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