Sprint hangs up on a 1000 callers

[_Lisa_]

Originally Posted by DaemonSeid

Sorry to say...but THAT IS YOUR (Customer service reps') JOB.

Theyput stuff on the phone and half the time EVEN THE REPS don't even know how to work them but then have a NERVE to get frustrated when people have questions about certain functions??? I remember about 2 months back I went to the Sprint store to ask about GPS functionality on my phone...I had to get the mananger because the rep helping me had no clue about what I was talking about and was rushing just to get me out of the store. Bottom line is this...u can bury 10 to 100 functions on a phone...and even for the one that you do...knowing that almost everyone AND their grey haired gandmama is gonna use it....then YOU NEED people who know the equipment to be there to explain it....again...it's called CUSTOMER SERVICE...that is thier job...to explain things that may not be explainable even if it seems easy as pie.....what's easy to u may not be easy to me.

You're comparing your example of needing help with GPS (which may be something only a few customer service reps are comfortable with) to Soliloquy's example of helping someone take a picture? They're like apples & oranges in the customer service world.

Honestly, the person who helped you didn't handle your situation well at all. A good customer service rep would immediately refer you to someone who knew how to answer your question, without doubt.

But helping someone learn how to take a picture? That should only take a few minutes, which I don't think anyone would be opposed to helping someone do. Its the people you have to spend 45 minutes with because they don't press the button you tell them to, or they don't grasp the concept of zoom. It may be the job of the customer service rep to help that person, but its no less frustrating. (And costly if it comes in via a phone call, which is why Sprint terminated the services of all those people who call in far too often for inane questions that are answered in guides & manuals.)

[Soliloquy]

Originally Posted by _Lisa_

But helping someone learn how to take a picture? That should only take a few minutes, which I don't think anyone would be opposed to helping someone do. Its the people you have to spend 45 minutes with because they don't press the button you tell them to, or they don't grasp the concept of zoom. It may be the job of the customer service rep to help that person, but its no less frustrating. (And costly if it comes in via a phone call, which is why Sprint terminated the services of all those people who call in far too often for inane questions that are answered in guides & manuals.)

If it's a simple "here's the button! enjoy!" kind of help session, no problem, but what I referred to was an actual case...

Showed her where the button was, how to aim the phone and take a good picture, where she could find her newly taken picture etc. She still didn't understand, so I tried again- explaining a bit more slowly and in a different way, still didn't get it. About 30 minutes later, and a line of people waiting for my help - who were getting agitated that this lady didn't understand what I was explaining to her, she said she finally knew what to do then left.

Guess who came back a day later because they forgot everything I told them?