Vous trouvez que Bell a un mauvais service? Voici les conseils d'un employé.

I've been a Bell customer service rep for several years now and there are things you all should know. I could lose my job by telling you this but you know what? It's time customers knew what went on in the office.

1.) First of all, if you call in to downgrade your programming, most of the time you'll notice people try and talk you out of it. Why? Because Bell gives us a bonus based on "Stopping the Downgrade". There is information all over the office on how to stop people form removing programming, and we're given a bonus based on it. If our downgrades are too high then our bonus that we receive is cut in half. Please don't take it personally as we're not paid very much to begin with, some of us need this bonus to live. But it doesn't it make it right, especially when I have someone calling in because they lost their job and just want to save some money.

2.) DON'T FALL FOR SOMETHING THAT SOUNDS TOO GOOD TO BE TRUE!!! More often than not we're told not to inform customers about penalties and other misc. charges unless they ask, because if people knew what they were getting into, most of them wouldn't get into it. And Bell believes once someone agrees to take something on, then the company can raise and lower prices without having to worry about customers leaving because they're caught in a contract.

3.) Asking to speak to a manager? 95% of the time the call is just passed to an agent who has no more power than the one you were just speaking to. They claim to be "supervisors", but they're not, and they give you the same info the other agents do, but believe you will be satisfied because of the title they give themselves. ALWAYS ask to be put through to the loyalty department, trust me, it'll save you a BIG headache.

4.) ALWAYS READ THE FINE PRINT!!! I can't stress this enough, Bell has paid alot of money to find the best way to lure someone into something by the way they word it, ALWAYS ask for as many details as possible, because sooner or later the agent will slip out the truth. I know because it happens to me all the time when I'm on the phone to a customer. We're told to "bend" the truth in order to get more money out of the customer.

5.) Tech Support? In all honesty, most agents don't care about solving your issue for the long term. They only care about making you comfortable with them so they can sell you something. Ever notice how you'll be having a huge technical problem but for some reason everything reverts back to sales at the end of the call? It's part of Bell's "quality grid". Upsell the customer, avoid the downgrade, OVERCOME OBJECTIONS. That's the one that really bothers me. I hate bothering people for the sale because at the end of the day, they're just spending more money when they don't necessarily want to. All I hear all day around the office is how much money he or she got from the customer, I never, ever hear about how happy a customer was or how quickly an issue was resolved. It's all about money for Bell, remember this if anything.

6.) ALWAYS CALL BACK TO CONFIRM WHAT WAS DONE TO YOUR ACCOUNT.

7.) If you have been promised credits, they don't show up most of the time because the agent did not do their job or the manager did not do theirs. If you're promised a call back, I hope you have a couple years to wait.

8.) Speaking to alot of people from India? OFCOURSE you are. Bell wants to cut costs which they pay to employees by outsourcing to a country that provides little to no training for their reps, ever notice how it sounds like they read from a script? BECAUSE THEY DO. Always call back until you get someone from Canada, our agents atleast know what they're doing, even though at the end of the call it always ends up like they're trying to sell you something that's in your "best interest".

I know this sounds like a load of **** to some people, but to be honest I'm getting very tired of having my job threatened because I refuse to push things on people that deserve to know the truth. Every big company is like this ofcourse, but I have to admit, with all the research I've done with other companies, Bell is by far the worst. Again....remember, LOYALTY DEPARTMENT IS WHERE YOU WANT TO TAKE YOUR BUSINESS TO. They will never turn you down. Even if you're under a contract, just tell them you don't care you're under a contract. Trust me.

Oh, and P.S.: Make sure you check every bill. Bell makes hundreds of thousands of dollars from "little mistakes" that make it past the customer. Remember when the magazine stopped being circulated some people oddly have the 2.00 charge on their bill?

Source : http://www.digitalhome.ca/content/view/3970/279/