@jrich wrote:
Since Spectrum has added the payment kiosk option, I've been using that on my shops and they've been approved.
$15 isn't worth it to stand in line for more than a half hour to be directed to the kiosk to pay a bill. What other scenario(s) can I use that are worth my time?
@JW wrote:
I retired from Spectrum last year and we were forever getting 80's and 90's in our shop reports. This made our area Mgr nuts, especially since a store a few towns over frequently got 100's and he swore that during his floor observations we were the superior store. We chalked it up to the luck of the draw, the wrong customer with the wrong store specialist at the wrong time... but after being in this biz for several months now I wonder if we were just stuck with a lazy mystery shopper or two or the other store had a sweetheart shopper?
@Susan L. wrote:
If the floor mgr got shopped and scored in the 60s (versus 80 to 90 in general and 100 for another location) , that suggests there might be an actual problem in the store. It might not be a fault issue of the employees, but something is amiss.
@JW wrote:
@Susan L. wrote:
If the floor mgr got shopped and scored in the 60s (versus 80 to 90 in general and 100 for another location) , that suggests there might be an actual problem in the store. It might not be a fault issue of the employees, but something is amiss.
If you don't work with the software regularly, you're easily lost. The software controls payments, orders, acct history, equipment, troubleshooting, equipment remote reboots, notations from every interaction and much more. He was in over his head... the classic "those that can't, coach". You should be able to open the customers account, review their current packages, promo end dates, rates, etc and read the last couple of interaction notations (to spot any problems or if they said they'll "think about it" after an upsell discussion) in ten seconds or less so you know how to guide the customer interaction... even if they're only there to make a payment.
@Susan L. wrote:
It's like that show, "Undercover Boss." The CEO is so far removed from the day to day activities of the company that they are incompetent when called on to do that work.
If floor managers are regularly called on to do customer work that involves using software, they need to keep their skills up--as in do this work at least once a day or a couple
@JW wrote:
He hasn't volunteered himselk since and no longer gets as upset as he used to.