Hi again...and thanks all for responding to my last post. I was so impressed with the ideas on how WIND can make things better.
As Chris mentioned yesterday, we’ve hit some exciting milestones this week. And while we are busy building stores and training our new call centre and retail reps through the WIND Academy, we’re also in the midst of finishing a 22,000 sq ft flagship call centre operation in Mississauga (we also have a supporting call centre in Peterborough for additional support). In fact, its been the site of the Training Academy all this week - see our training academy photo album on Facebook. And we’ve started a new customer care twitter presence (www.twitter.com/WIND_Cares) so you can reach us anytime, anywhere!
Again, a great week at WIND mobile....and it keeps getting better thanks to the many ideas and suggestions you’ve shared here, on facebook, twitter, etc. So keep ‘em comin’! One more thing I’d like to ask you to comment on...When you get off the phone after a frustrating call centre experience with your current provider what are things you know they could have done better?
My biggest thing is that I (Yay! first post!) is that I have to talk to a machine that doesn't understand english, I just want to press 1 - for Billing 2 - for this and 3 - for that. Also I hate playing phone tag, being sent all over the place to solve a simple problem.
Yes. Please don't use a Voice Activate system or easily allow you to bypass it. I'd rather just push 1, 2, *, #, etc... instead of sounding like an idiot to those around you yelling "Yes. YES. Yes. 7. No. Support! AGENT!" into your phone.
1. The voice response system is horrible. It's FAR EASIER to select from a list of available options using a phone's numerical keypad. Using the IVR is one stressful experience.
2. Reps who don't know the product. CSRs should be familiar with standard service offerings.
To many buttons to press. I try and get an operator and I press 0 and it won't direct me.
Sometimes I try and select options, but because of a spotty signal my selection doesn't get recognized by the voice system and I can't get through.
The phone menu should be simple:
1 For billing
2 Customer Support (plan changes, etc)
3 for technical support
There should be NO MORE submenus under this. I often get stuck in an endless loop and get so annoyed I hang up and don't even bother calling back.
I know this is pretty much a beaten topic already, but really work on expanding on your handset line-up. 6 phones is a great start, but there are many niches to fill and many people will shrug off if they don't like the phones before they even have a chance to look at the plans. Make sure your associates get phones from you... a personalized touch when it comes to recommendations, and it truly shows that each and every one of them is standing behind you. Other than that, just keep doing what you're doing ;)
Have a queue countdown, so customers know exactly many minutes until a CSR will take their call.
And have the call-back option if customers find out they have to wait 30mins and don't want to.
my biggest concerns are
1. price, no more 2000 different plans, some have little bit of this alittle bit of that but all lack substance
2. quility of product. good phones no more disabling features so you are forced to pay more!! ie. like wifi. so went we are at home i want to use my own wifi instead of the data package.
3. service. i am sooooooooo sick of being riped off, with a stupid useless plan that i have to add more features to soo my useless $40 a month plan is all ways $100. oh except when fo some reason they took my longdistance off my plan and i ended up with $500 amonth for 3 months cause after you discouver you are already into the second month and the change does not take affect untill the next month. daylight robberty. please launch soon in my town and please do not became the big 4!!!
In terms of customer service, the one thing I really respect about Bell is that they have a system that tells you your place in their queue, and offers a callback service to reconnect you when your reserved position in the queue approaches the front of the line. That way you don't have to sit and waste time (and mobile minutes!) listening to muzak when you could be doing something (anything) more useful with your time.
Please consider doing the same thing with your service... there's nothing worse than calling Rogers!
In terms of handset selection -- it would certainly be best if you could carry more phones (I've got my eye on a Nokia N900...) but at the very least, make it easy to use any phone which is compatible with your network.
When my RAZR died half way through my 3-year bell contract, I chose not to renew the contract and instead pick up a cheap replacement phone. I was quite surprised to have to pay a big fee for them to associate my mobile account with the new phone, when it literally required the sales associate to punch in a single number into my user account. Please, let us switch phones whenever we want.
And offer the N900!!!!!
Don't you just hate it when a customer service representative just refers you to their website rather than the specific location on their website where the information is located. For example, they will say go to windmobile.ca rather than windmobile.ca/careers/vancouver. Like many others, I hate the voice activated system. Usually, I need to speak to a real person as I have done my research already and the only option available is a real person. If there is a long queue, there should be a provision for a callback service.
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