Comparing 3G Networks

Friday, 11. 20. 2009  –  Category: Ranger Wireless Solutions

An interesting lawsuit by AT&T has been making a lot of news lately.   They are suing Verizon in an effort to force them to stop airing new ads that tout a superior 3G network.  While the case seems far from over, current rulings seem to be favoring Verizon; who touts having five times the 3G coverage.  This debate brings to light an interesting conversation—how do you determine the best 3G network?  The truth is (at least in part) in the eye of the beholder.

The term 3G is really more generic than it seems.  In simple terms, 3G stands for the 3rd Generation of wireless networks.  It actually describes many different technology types, from CDMA to GSM to even WiMAX.  Therefore, depending on the wireless carrier you are talking…

Smart Phones Require Even Smarter Support

Tuesday, 10. 20. 2009  –  Category: Ranger Wireless Solutions

With the pending release of Verizon’s Android-based phone Droid, consumers have yet another worthy smartphone to consider.  As users continue to upgrade to devices that do more than just make calls, carriers too need to better position themselves for the continual integration of services that now constitute the customer experience.  Unlike traditional phones, smartphones come with their own set of headaches.  And for carriers of these phones, the issues all center on supporting a phone that not only does voice alone.

A More Demanding Customer

The cable industry is a great example of how a demanding customer can cause unforeseen headaches.  As many stepped recently into the telecommunications arena by offering phone service, they quickly realized that offering a new service wasn’t as easy as simply adding…

What if the Customer is Right?

Monday, 08. 24. 2009  –  Category: Ranger Wireless Solutions

It’s the call center equivalent of “the dog ate my homework”–a customer calling in to explain why the issue they are having with your product or service is your fault. Their stories are often inflated to ridiculous levels, but assuming they are giving us less than the truth puts us in an uncomfortable position. First, we are tuning out the customer and their concern. Second, by tuning out the customer we are projecting an image to them of abrasiveness and disinterest. Finally, by ignoring an issue with our customer we are avoiding what could be a real problem not only for them but other customers as well.

So what can we do to look beyond certain customers’ desire to “cry wolf”? Here are three ways to…

Breaking the Complacency of Knowing Your Product Too Well

Wednesday, 08. 12. 2009  –  Category: Ranger Wireless Solutions

We’ve all had an experience like this:  you walk into your favorite fast food restaurant and you go to order one of their value menus.  The server asks if you would like the medium or large meal, and you ask the harmless question, “What’s the difference between the two?”  With a blank stare and a serious tone in their voice, the server turns to you and replies, “Well, it’s the size.  Of the cup.”

As sales and customer service representatives, it is sometimes easy to get caught up in the expertise of a product—especially when your company has spent tireless hours and resources to train you on it.  We want to appear as experts to those we service, but sometimes this mentality causes us to disconnect…