Complaint Review: T-mobile USA

I was hired in FEbruary 2004 as Financial services representative. In 2005 I was awarded best customer srvice top 20 top representative. Which speaks to my performance and work ethic. All the while Tmobile started changing their quality program. I put up with the changes but started to see that too many representatives were esrning large bonuses and they needed to make it harder. Then in2006 I came to work and it was suddenly announced that the entire bellingham call center wld bwcome customer care/tech support for phone 1st phones only.

And if we wanted our jobs to just comply or get let go. I complied went thru training.i was told Once again I won top 20 customer service award in 2006. However, I rcvd a call from a customer svreaming at the top of her lungs. I attemted to calm her dwn and told her I wld help her. She said previous supervisors had promised help call backs etc no ine helped. Because customer was upset so baf I ended up having to trfer call to my manager.

A few days later I was told to log off and escorted to a roomwhere a bunch if mgrs were sitting. They told me I,was rude to the customer bev I asked her to calm dwn multiple times but u cld hear me say I want to help please calm dwn. Mind u I was nvr trained up to that point in deescalations. I,wasput on 90 discipliniary and because of that I,was nit allowed to go to my banquet where for top 20 cus svc reps even though 5 diff sup had spoken to this customet prior to me taking the call. They passed the buck.

After about two weeks thst same sup brought me my award fir top 20 that I wld have rcvd but they denied me to go. At that point my career started to go dwn hill. I,am hispanic american and believe and have experienced it first hand. The quality program once again chged and just when u thought u understood it it was chged again without notice making itharder to suceed. Theyfinally said why chging bec we were not going to be customer service/tech for phn 1st phns but now customer svc/tech for all devices smartphns,etc/and sales.

They gave us a big training sales making teaser,stms asking oermisdion to sell then give elevator speech. At that time our call center did shift bids and everyone chged to new team. When did start Mandysteam? I started after a 2 wrk time mandy told team we werent msking iffers on all calls and leadership was listening and giving percentages on how mant offers made by each team. And our team was awesome of top teams making offers. And she named names if, those on twam who were consistently making offers.

I was one of those. Then my sup sat dwn and told me I was making offers on every call but I needed to make the right offers. I asked what she meant she said,well your offering vm to text, caller tunes, parental contrils etc but these features did not bring in enough revenue. I remibded her that traning said inly,to make appropriate offers fir each call and each call us unique and offers wkd be determined by me. What I, percieved as appropriate was apparently Not appropriate for tmobile.

Un itherwirds they,wanted me to push data svces bec those brought in mist revunue and not the other ftrs I was akready offering. They came up wth diff scripts I,was supposed to say evwn though the scripts,were not comfirtable. I did what they askef but then they startef hounding me daily that I was not saying it right. My confidence started to waiver. My, sup started to treat me differently almost skwsts talkung un angry tones I felt isolated and alone discouraged all the while rcving high 6-s from the customer surveys. The customer I heped wld be called back and asked to grade me. 6,s are the best slso I was top 3 in call ctr fir liwest call back rate meaning I,was taking care of my customers.

After almost 8 yrs of service I was fired jsn, 2012 because they said I,was not consistently offering data ftrs. They r refusing to pay unemployment and I am having to fight to be paid. I was offering whst I felt was appropriate on my calls but my sup told me that my,twaser stmt was not coy enough. The training nvr said it had,to be coy or mysterious or not to say the ftr name. They,wanted me too offer but not give,away what u was offeting. This is,wrg and im sure im not the onky,employee who has experienced this.