Who trains OS service reps?

[WorldIRC]

I usually just call EHO / NSG directly if I need their help..no need wasting the time of 2 reps. Plus, the EHO / NSG staff are usually pretty chilled out! I love how 'casual' some of their speech can be hah

[DiamondElite]

I usually just call EHO / NSG directly if I need their help..no need wasting the time of 2 reps. Plus, the EHO / NSG staff are usually pretty chilled out! I love how 'casual' some of their speech can be hah

Yeah, I try not to call anyone if I dont have to, I wish my laptop had more than sales central

[the skout]

I'm really curious, when os reps are being trained they are trained for customers as well right?, are they not told we use Salescentral at the store level?
I can't count the amount of times a rep has told a customer to "tell the rep in store to check the notes on the account"

Like, wtf.

[DiamondElite]

I'm really curious, when os reps are being trained they are trained for customers as well right?, are they not told we use Salescentral at the store level?
I can't count the amount of times a rep has told a customer to "tell the rep in store to check the notes on the account"

Like, wtf.

Haha its actually funny hearing stories from friends of this. Im not sure why they think this.

[WorldIRC]

OS reps were at one point regular CS reps. However, OS reps are trained on what stores can and cannot do...otherwise what kind of a retail support group would they be LOL

[DiamondElite]

OS reps were at one point regular CS reps. However, OS reps are trained on what stores can and cannot do...otherwise what kind of a retail support group would they be LOL

They basically do these functions for store reps

- Provide general information and resources
- Reverse Fido$ and Existing customer offers
- Modify the User Name
- Remove options and add options not avialable in Sales Central
- Give information on why a customer was not approved, and or give exceptions based on a case by case situation.

Anything else really?

[WorldIRC]

OS also responds to supervisor request call backs, they are also a support group for RAC employees resolving quick V21 problems before escalating to WTS / IT. Many OS reps are also BOT staff.

[the skout]

"I renewed your contract, Just go into the store and pick up your 32GB iphone, the rep there can see everything on your account"

This happens weekly people

[Drekor]

"I renewed your contract, Just go into the store and pick up your 32GB iphone, the rep there can see everything on your account"

This happens weekly people

I'm sure it actually happens hourly.

[WorldIRC]

^And I'm sure hourly coaching opportunities occur as a result.

I once had an RAC rep tell a sales rep that 1. Fido Dollars could be used on a new act and 2. The authorized user could activate the 2nd line.

[DiamondElite]

"I renewed your contract, Just go into the store and pick up your 32GB iphone, the rep there can see everything on your account"

This happens weekly people

Thats my favourite one, "Customer Service Said"

Or even when they say "Can you call them for me? They told me to tell you to call them"

I remember that from looooooong time ago when I worked in a Store.