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  1. #31
    Justin Green
    Guest

    Re: For O/Siris - JD Powers explanation


    "O/Siris" <robjvargas@sprîntpcs.côm> wrote in message
    news:[email protected]...
    > Phillipe wrote:
    > > In article <[email protected]>,
    > > goodeye18 <[email protected]> wrote:
    > >
    > >> Justin do you seriously have no life? Its ridiculous you feel like
    > >> you have to prove someone wrong.

    > >
    > > Maybe you haven't been following his slow torture by SprintPCS, and
    > > SprintPCS employees efforts to belittle him, and prove him wrong.
    > >
    > > He's been a model of mature behavior as opposed to some Sprint
    > > Employees who try to SPIN his torture.

    >
    > You're lying all over again, Philly the bigot. Justin's specific

    complaints
    > have been called valid by every single poster claiming to work for Sprint.
    >
    > It's when he moves beyond his particular example that he starts to sound

    as
    > inane as you are.
    > --
    > -+-
    > RØß
    > O/Siris
    > I work for Sprint
    > I *don't* speak for them


    When I point out where Sprint lies, you mean? Look, I've seen you post over
    and over again, and I've yet to see you address any issues Phillip has
    raised other than by calling him a troll, etc.





    See More: For O/Siris - JD Powers explanation




  2. #32
    Justin Green
    Guest

    Re: For O/Siris - JD Powers explanation


    "O/Siris" <robjvargas@sprîntpcs.côm> wrote in message
    news:QaP4b.247713$Oz4.66446@rwcrnsc54...
    > Good. So what? I was simply pointing out that the press release provided
    > none of this information.
    >
    > Thank you for the added information.
    > --
    > -+-
    > RØß
    > O/Siris
    > I work for Sprint
    > I cheerlead for them


    And now that you have some information, you continue to respond to posts
    without actually discussing them. Makes me wonder who the real troll is.





  3. #33
    Eric
    Guest

    Re: For O/Siris - JD Powers explanation

    <<I think training is definitely another issue that needs addressed by
    SPCS. >>

    While wait times have decreased (overall... not in every case) and the
    reps do seem to be nicer and more polite on the phone (again, overall)
    -- training is definately something that needs to be addressed at
    Sprint.

    I do get tired of calling up for something like a PRL update or ESN swap
    or resetting my Vision user name and after about a minute of talking to
    the rep -- learning that I know more about what is going on than he or
    she does. This does not happen everytime, and certainly happens less
    than earlier this year... but it is still a problem and still needs some
    work.

    Eric




  4. #34
    O/Siris
    Guest

    Re: For O/Siris - JD Powers explanation

    Phillipe wrote:
    > In article <[email protected]>,
    > "O/Siris" <robjvargas@sprîntpcs.côm> wrote:
    >
    >> Phillipe wrote:
    >>
    >>>
    >>> According to Master "O" you must be Phillipe, cause most everyone
    >>> posting here like Sprints Customer Servioce.

    >>
    >> More lies from Phillipe the bigot. Where have I accused any other
    >> ID of being you?

    >
    > Try your post of August 31, 2003 at 9:59:50 PST
    >
    > Time to put you in my KILL file.
    >
    >
    >
    > You offer no helpful information here, just diatribes against anyone
    > who wants help with poor service.
    >
    > I think you should start your own newsgroup:
    >
    > alt.cellular.sprintpcs.cheerleading


    Interesting that, after all your obsessing about actually providing a quote,
    you "fail" to do so here. Kill-file or not, coward, you're still lying.





  5. #35
    O/Siris
    Guest

    Re: For O/Siris - JD Powers explanation

    Justin Green wrote:
    > "O/Siris" <robjvargas@sprîntpcs.côm> wrote in message
    > news:QaP4b.247713$Oz4.66446@rwcrnsc54...
    >> Good. So what? I was simply pointing out that the press release
    >> provided none of this information.
    >>
    >> Thank you for the added information.
    >> --
    >> -+-
    >> RØß
    >> O/Siris
    >> I work for Sprint
    >> I cheerlead for them

    >
    > And now that you have some information, you continue to respond to
    > posts without actually discussing them. Makes me wonder who the real
    > troll is.


    Snivelling little hypocrite. What question did you ask me? What response
    did you request? It was information, and you said you posted it for me. I
    thanked you for it. Now you want to pretend it was something more?

    Why don't you say what you want, for once, instead of expecting people to
    figure it out.

    You want a response from me? Discussion? Then do some of it yourself. You
    want to pretend you "got" me? Go for it. You "got" me. I said there was
    no information, and I was 100% accurate in that characterization of of the
    JDPA press release. Someone else has done a more detailed report on the
    study. Great.

    What, *exactly*, do you want from me?
    --
    -+-
    RØß
    O/Siris
    I work for Sprint
    I *don't* speak for them





  6. #36
    O/Siris
    Guest

    Re: For O/Siris - JD Powers explanation

    Steven J Sobol wrote:
    > HC <[email protected]> wrote:
    >> In the past few months I would have to say that the reps have gotten
    >> nicer, but there is still a problem with their knowledge.

    >
    > I think training is definitely another issue that needs addressed by
    > SPCS.


    That's always tough at a call center. Most every one there is faces that
    same problem. How do you train up sometimes thousands of people? Without
    affecting service levels, that is.

    It's an answer that's badly needed. We definitely haven't been successful
    at finding it.
    --
    -+-
    RØß
    O/Siris
    I work for Sprint
    I *don't* speak for them





  7. #37
    Justin Green
    Guest

    Re: For O/Siris - JD Powers explanation


    "O/Siris" <robjvargas@sprîntpcs.côm> wrote in message
    news:2ZT4b.328799$Ho3.48502@sccrnsc03...
    > Justin Green wrote:
    > > "O/Siris" <robjvargas@sprîntpcs.côm> wrote in message
    > > news:QaP4b.247713$Oz4.66446@rwcrnsc54...
    > >> Good. So what? I was simply pointing out that the press release
    > >> provided none of this information.
    > >>
    > >> Thank you for the added information.
    > >> --
    > >> -+-
    > >> RØß
    > >> O/Siris
    > >> I work for Sprint
    > >> I cheerlead for them

    > >
    > > And now that you have some information, you continue to respond to
    > > posts without actually discussing them. Makes me wonder who the real
    > > troll is.

    >
    > Snivelling little hypocrite. What question did you ask me? What response
    > did you request? It was information, and you said you posted it for me.

    I
    > thanked you for it. Now you want to pretend it was something more?
    >
    > Why don't you say what you want, for once, instead of expecting people to
    > figure it out.
    >
    > You want a response from me? Discussion? Then do some of it yourself.

    You
    > want to pretend you "got" me? Go for it. You "got" me. I said there was
    > no information, and I was 100% accurate in that characterization of of the
    > JDPA press release. Someone else has done a more detailed report on the
    > study. Great.
    >
    > What, *exactly*, do you want from me?
    > --
    > -+-
    > RØß
    > O/Siris
    > I work for Sprint
    > I *don't* speak for them


    Stop denying that Sprint CS reps lie to get people off the phone, which is
    the logical conclusion I've reached in combination with others' experience
    and the results of the JD Powers study. The first study, when Sprint ranked
    last was 2001. Someone at Sprint thought on-hold times were too long,
    resulting in poor industry ratings. So what? To lower on-hold time, you
    either have to hire more people (big corporate no-no) or decrease the
    average time per call. So Sprint *may* have hired some more people, but
    mainly, they created incentives to get CS reps to get off the phone sooner.
    Some people, in order to acheive this result, lie. Others pass customers to
    purported managers. Either way, it's still a lie and coupled with the poor
    information, Sprint will STILL rank poorly against other carriers until
    emphasis is actually placed on solving the problems and not getting people
    off the phone.

    Entier O/Siris, who apparently doesn't really like to hear bad things about
    Sprint. Otherwise, you wouldn't respond to every negative thing posted
    about Sprint. In most of your posts, you defend Sprint, either blatently or
    through tone. Either way, you don't really discuss the issues, you just
    post about how someone's a troll, you can't figure out how the study was
    done so it must be invalid (I know you never said this, but you've implied
    this plenty of times), or you make excuses (everyone else does it, that's
    just in *your* case, etc.).

    Either you want to discuss the problem (which you don't seem to do) or you
    just want to provide some one-uppance or last word to the negative posts,
    but you don't *discuss* the negative comments nearly as much as you discuss
    the person.

    You ASKED for this info and out of your six responses in this thread, only
    one was close to discussion.





  8. #38
    Eric
    Guest

    Re: For O/Siris - JD Powers explanation

    <<That's always tough at a call center. Most every one there is faces
    that same problem. How do you train up sometimes thousands of people?
    Without affecting service levels, that is.>>

    There are many ways to help train and/or inform a staff of services,
    upgrades and customer care. Sending out company emails ... holding
    weekly training sessions at each call center (by groups, working your
    way through the entire center) and getting everybody up to speed...
    upgrading systems so that a little box of new info can come up upon user
    login... issuing new employee manuals highlighting service issues and
    customer complaints... have employees come in a half hour earlier prior
    to their shift starting to be briefed on new upgrades/PRL info...

    Most of all... get rid of the CSRs who get complaints. There is such a
    wide quality range in CSRs that I get when I call *2... some are very
    helpful and knowledgable, and others are slow, condesending and
    argumentative. If you start weeding out the bad ones, Sprint can
    properly take the time to train new hires. Or at least put the bad CSRs
    on probation where they are forced to read up on company policies and
    such.

    I may be speaking on a subject of which I know nothing about... but just
    saying that all companies face customer service issues isn't good
    enough. To get this problem fixed, it is going to take time and money
    on Sprint's part... but the end result will be worth it.

    Eric




  9. #39
    1900mhzcdma
    Guest

    Re: For O/Siris - JD Powers explanation

    Justin Green wrote:

    > "O/Siris" <robjvargas@sprîntpcs.côm> wrote in message
    > news:2ZT4b.328799$Ho3.48502@sccrnsc03...
    >
    >>Justin Green wrote:
    >>
    >>>"O/Siris" <robjvargas@sprîntpcs.côm> wrote in message
    >>>news:QaP4b.247713$Oz4.66446@rwcrnsc54...
    >>>
    >>>>Good. So what? I was simply pointing out that the press release
    >>>>provided none of this information.
    >>>>
    >>>>Thank you for the added information.
    >>>>--
    >>>>-+-
    >>>>RØß
    >>>>O/Siris
    >>>>I work for Sprint
    >>>>I cheerlead for them
    >>>
    >>>And now that you have some information, you continue to respond to
    >>>posts without actually discussing them. Makes me wonder who the real
    >>>troll is.

    >>
    >>Snivelling little hypocrite. What question did you ask me? What response
    >>did you request? It was information, and you said you posted it for me.

    >
    > I
    >
    >>thanked you for it. Now you want to pretend it was something more?
    >>
    >>Why don't you say what you want, for once, instead of expecting people to
    >>figure it out.
    >>
    >>You want a response from me? Discussion? Then do some of it yourself.

    >
    > You
    >
    >>want to pretend you "got" me? Go for it. You "got" me. I said there was
    >>no information, and I was 100% accurate in that characterization of of the
    >>JDPA press release. Someone else has done a more detailed report on the
    >>study. Great.
    >>
    >>What, *exactly*, do you want from me?
    >>--
    >>-+-
    >>RØß
    >>O/Siris
    >>I work for Sprint
    >>I *don't* speak for them

    >
    >
    > Stop denying that Sprint CS reps lie to get people off the phone, which is
    > the logical conclusion I've reached in combination with others' experience
    > and the results of the JD Powers study.

    "The Study". Looking at "The Study" of 2003 I have come to the
    conclusion that Sprint PCS had the worst rating. How did they get the
    worst rating? Long hold times? Long times for e-mail responses? Just how
    did they come up with that? So sprint is left to improve on something
    they are not sure what is.
    Can you give me a quote out of a press release that says exactly how
    sprint ended up at the bottom? I sure haven't seen it. Give it to me Justin.
    > The first study, when Sprint ranked
    > last was 2001. Someone at Sprint thought on-hold times were too long,
    > resulting in poor industry ratings. So what? To lower on-hold time, you
    > either have to hire more people (big corporate no-no) or decrease the
    > average time per call. So Sprint *may* have hired some more people, but
    > mainly, they created incentives to get CS reps to get off the phone sooner.
    > Some people, in order to acheive this result, lie. Others pass customers to
    > purported managers. Either way, it's still a lie and coupled with the poor
    > information, Sprint will STILL rank poorly against other carriers until
    > emphasis is actually placed on solving the problems and not getting people
    > off the phone.
    >
    > Entier O/Siris, who apparently doesn't really like to hear bad things about
    > Sprint. Otherwise, you wouldn't respond to every negative thing posted
    > about Sprint. In most of your posts, you defend Sprint, either blatently or
    > through tone. Either way, you don't really discuss the issues, you just
    > post about how someone's a troll, you can't figure out how the study was
    > done so it must be invalid (I know you never said this, but you've implied
    > this plenty of times), or you make excuses (everyone else does it, that's
    > just in *your* case, etc.).

    Can *you* show *anybody* how this "press release" shows that it *is* valid?
    >
    > Either you want to discuss the problem (which you don't seem to do) or you
    > just want to provide some one-uppance or last word to the negative posts,
    > but you don't *discuss* the negative comments nearly as much as you discuss
    > the person.
    >
    > You ASKED for this info and out of your six responses in this thread, only
    > one was close to discussion.
    >
    >

    Let's discuss THIS.

    --
    Replies via mail will be highly criticized by the Iowa Attorney General
    and be the subject of possible legal action in the future
    Look me up @ SprintUsers.com
    Hey Phillipe! Remember this? http://tinyurl.com/lua1




  10. #40
    Phillipe
    Guest

    Re: For O/Siris - JD Powers explanation

    In article <[email protected]>,
    "HC" <[email protected]> wrote:

    > In the past few months I would have to say that the reps have gotten nicer,
    > but there is still a problem with their knowledge. It still amazes me that
    > I can call and speak to three reps and get a different answer from each one.
    > They are very nice about it, but still need massive training. If it wasn't
    > for executive services and a very nice retention plan, I would have left a
    > while ago.



    Why would you need to talk to three?



  11. #41
    Justin
    Guest

    Re: For O/Siris - JD Powers explanation


    "1900mhzcdma" <[email protected]> wrote in message
    news:[email protected]...


    > "The Study". Looking at "The Study" of 2003 I have come to the
    > conclusion that Sprint PCS had the worst rating. How did they get the
    > worst rating? Long hold times? Long times for e-mail responses? Just how
    > did they come up with that? So sprint is left to improve on something
    > they are not sure what is.


    "The study utilizes a customer care index based on four key areas that
    impact overall carrier performance. These are (in order of importance):
    service representative interaction (44%); resolution contact frequency
    (31%); ARS processing/navigation (13%); and hold time duration (12%)."

    From the study itself. Did you even read it? I also e-mailed the lady at
    JD Powers and requested the exact questionaire, just for you and O/Siris.
    If I get a copy I'll post it here. Not that you'd discuss it anyway. It
    appears that with Sprint's undertrained staff and the fact that people had
    to call multiple times for the same problem would have weighed more heavily
    on the outcome than on-hold time, which apparently has improved.


    > Can you give me a quote out of a press release that says exactly how
    > sprint ended up at the bottom? I sure haven't seen it. Give it to me

    Justin.


    > > The first study, when Sprint ranked
    > > last was 2001. Someone at Sprint thought on-hold times were too long,
    > > resulting in poor industry ratings. So what? To lower on-hold time,

    you
    > > either have to hire more people (big corporate no-no) or decrease the
    > > average time per call. So Sprint *may* have hired some more people, but
    > > mainly, they created incentives to get CS reps to get off the phone

    sooner.
    > > Some people, in order to acheive this result, lie. Others pass

    customers to
    > > purported managers. Either way, it's still a lie and coupled with the

    poor
    > > information, Sprint will STILL rank poorly against other carriers until
    > > emphasis is actually placed on solving the problems and not getting

    people
    > > off the phone.
    > >
    > > Entier O/Siris, who apparently doesn't really like to hear bad things

    about
    > > Sprint. Otherwise, you wouldn't respond to every negative thing posted
    > > about Sprint. In most of your posts, you defend Sprint, either

    blatently or
    > > through tone. Either way, you don't really discuss the issues, you just
    > > post about how someone's a troll, you can't figure out how the study was
    > > done so it must be invalid (I know you never said this, but you've

    implied
    > > this plenty of times), or you make excuses (everyone else does it,

    that's
    > > just in *your* case, etc.).


    > Can *you* show *anybody* how this "press release" shows that it *is*

    valid?

    What do you mean valid? Do you mean did JD Powers use proper sampling
    techniques? They sampled over 16,000 people, I should think that would be
    enough to guarantee, statistically, a proper result. Can you find an
    article where JD Powers was ever caught or accused of manipulation? I don't
    think they give a **** one way or the other as to *who* comes out on top.
    They sell this information to third parties. It better damn well be good.
    They've built a business around it. But it's your right to question it.
    Don't let me stop you.

    > >
    > > Either you want to discuss the problem (which you don't seem to do) or

    you
    > > just want to provide some one-uppance or last word to the negative

    posts,
    > > but you don't *discuss* the negative comments nearly as much as you

    discuss
    > > the person.
    > >
    > > You ASKED for this info and out of your six responses in this thread,

    only
    > > one was close to discussion.
    > >
    > >

    > Let's discuss THIS.


    Discuss what? Please clarify. O/Siris' lack of discussion? I'll discuss
    most anything you wish if you could be a little more specific.






  12. #42
    Phillipe
    Guest

    Re: For O/Siris - JD Powers explanation

    In article <[email protected]>,
    "Justin" <[email protected]> wrote:

    > I also e-mailed the lady at
    > JD Powers and requested the exact questionaire,


    Good idea, one of the rest of us (on either side of this issue) should
    have done that sooner.



  13. #43
    Justin
    Guest

    Re: For O/Siris - JD Powers explanation


    "Phillipe" <[email protected]> wrote in message
    news[email protected]...
    > In article <[email protected]>,
    > "Justin" <[email protected]> wrote:
    >
    > > I also e-mailed the lady at
    > > JD Powers and requested the exact questionaire,

    >
    > Good idea, one of the rest of us (on either side of this issue) should
    > have done that sooner.


    This seems to be the only way to get O/Siris to actually discuss the results
    of the survey.





  14. #44
    Steven J Sobol
    Guest

    Re: For O/Siris - JD Powers explanation

    Phillipe <[email protected]> wrote:

    > Time to put you in my KILL file.


    And he STILL hasn't answered me. What a BIG surprise.

    > You offer no helpful information here, just diatribes against anyone who
    > wants help with poor service.


    You offer absolutely nothing to anyone looking for useful info, you just
    attack others.

    Put up or shut up. Prove your claims about me, idiot.

    --
    JustThe.net Internet & Multimedia Services
    22674 Motnocab Road * Apple Valley, CA 92307-1950
    Steve Sobol, Proprietor
    888.480.4NET (4638) * 248.724.4NET * [email protected]



  15. #45
    Steven J Sobol
    Guest

    Re: For O/Siris - JD Powers explanation

    >> I think training is definitely another issue that needs addressed by
    >> SPCS.

    >
    > That's always tough at a call center. Most every one there is faces that
    > same problem. How do you train up sometimes thousands of people? Without
    > affecting service levels, that is.
    >
    > It's an answer that's badly needed. We definitely haven't been successful
    > at finding it.


    Not having run a big call center, I can offer these suggestions...

    **Continual, regular testing of the reps' knowledge. I know Verizon Wireless
    does this kind of thing.

    **Random screening of calls, which SPCS may already do.

    It isn't going to be easy to keep up with all of the employees, nor will
    it be cheap, but it can be done.

    --
    JustThe.net Internet & Multimedia Services
    22674 Motnocab Road * Apple Valley, CA 92307-1950
    Steve Sobol, Proprietor
    888.480.4NET (4638) * 248.724.4NET * [email protected]



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