How often do you lie to people who are trying to cancel their service? I understand trying to keep them at all cost by offering this or that upgrade or whatever, but how often do you promise them something you know is not feasible or you know will not happen just to get them to change their mind? I'm just curious.
And no, this is not an attack on you, I understand that your metrics are ridiculous. That's precisely why I'm asking.
Lie? Well, let me just answer that with questions. What are you going to do when your boss is breathing down your neck to meet you numbers and is constantly sitting next to you listening to your calls? How are you supposed to meet your numbers when, basically, people are calling in to disconnect and we are not only supposed to keep them from disconnecting, but up sell them as well? How are you supposed to meet a disconnect rate just under 3 out of every 10 calls when YOU ARE THE DISCONNECT DEPARTMENT and each product counts as one disconnect? One call to disconnect Uverse phone, tv and internet and you’re screwed in just one call. How are you going to save someone moving to a non-AT&T area? But, as a previous poster mentioned, more than half of my calls are angry customers who were lied to by door to door sales associates or those that work inside Sam’s, Costco and Walmart. Those people straight out lie and set up wrong service and we get screwed with dealing with their anger and tagged with their disconnects. It’s a department made on unrealistic expectations with managers hell bent on making their numbers and bonuses. I loathe the place and feel it shouldn’t exist.
Poster says: "Why would you even put a post question like this on this platform ?!? In case you didn’t know or think about it , THIS IS PUBLIC and people outside the company can see this ! You have a job at the moment , why put on a public forum that you feel you are forced to LIE?!?"
This attitude only compounds the dishonesty. Corporate lies are corrosive to everything that most people value. The economy we have puts people in a position to have to violate their own morals just to eat. This is unacceptable and the only way to make it stop is to expose it.
In CLG, I have had to take those calls. I can tell you truthfully, customers are "misinformed" largely by what I call front line reps. And then we in CLG, have to fix the misinformation, set proper expectations going forward. And they NEVER put notes on accounts as they should. That is a training issue and there's no accountability for them.
This hasn't changed in 25+ years with this company. Whenever you set sales metrics, reps will do whatever they can to hit them. The company has turned a blind eye to this for years, even protected and allowed "coaches" and "pods" to continue without accountability even when they are caught instructing reps on how to manipulate accounts. I witnessed a coach tell a leverage rep that "I understand you want to be honest, but by being honest, you will never make your money and you want to make money, right?" The leverage rep was eventually fired for not "following the script and comp any directives."
I have called EEOC on several examples of company abuse and even handed over black and white documentation but ALL of the EEOC cases were dismissed for not enough evidence of wrong doing.
I lie all the time to customers and yes , not proud of it but do it to be able to continue to feed my family. I can't "afford" to have too many high-minded principles. Can't meet the metrics otherwise, which are designed to set us all up for failure. Which , as it turns out , still may not be enough. The biggest liars are the ones in c-suite anyway. "Do as we say and not what we do ".
Does the truth hurt?
Why would you even put a post question like this on this platform ?!? In case you didn’t know or think about it , THIS IS PUBLIC and people outside the company can see this ! You have a job at the moment , why put on a public forum that you feel you are forced to LIE?!? Take this to FB . There is a private cwa forum there that you can ask questions like this on.
Its not lying. It's just delaying so the next person hits cancel.