Make sure you get 5 stars on your customer satisfaction survey. Oh and by the way, it is a tech expectation for you to p1ss off your customer by making them sign for a $99 DOD charge too now. As if our customers weren't upset enough already.
Why are we even forced to do this? We were hired as installation / repair technicians, not part of the AT&T billing department.
@3vas+13Rc0z7b, I disagree. I own my furnace. It's bought it, it's mine, and if it breaks then yes...I would expect to pay a 3rd party to come repair it. But AT&T is providing a service. I don't own it, and if the company's service is broken, then the company need to fix it at their cost, or I take my business & money elsewhere.
Billing is part of all businesses. Call out a furnace repairman you get charged a trip fee. It costs money to employ people you know. Billing pays the bills. Maybe if everyone did it they would not be laying off so many. Just a thought. Pretty crazy how no one wants to bill.
AT&T wants customers to cancel legacy services. Less customers on legacy U-verse equals less U-verse techs. A blind man could see that coming.
My manager strongly implied that we were going to start getting fired if we did not sell air ties also smart home management app
Don’t worry Att Now will replace UVerse won’t have to worry about billing or job metrics when declared surplus. So just relax your problems will be over very soon.
They are going over billable jobs with a fine toothed comb now. Billed percentages are a measured performance standard, technicians with too low of a percentage of billed customers per billable opportunities are threatened with discipline.
We were also initially told that failing surveys when billed would not be counted against the technician, but now it turns out that they are. They do not remove the failed survey from your performance record.
Bill no one who isn't a jerk. I used to bill all businesses if warranted, and maybe 2 residences a year.
There is a check box that can be selected that states customer refuses to sign. Just check the box and let them discuss any issues with the business office. Also we were told that if a bill is generated Customer satisfaction surveys are not counted against the technician. This is has been confirmed Both by the office of the president and director level.