UScellular reviews

The company made many changes in 2013 and continues to do so. The changes caused a huge loss in customers and revenue for the company. For approximately 7-8 months now, customers are mostly coming into stores to complain about their billing, they are upset with changes. The employees in stores have to take the brunt of it since we are the only faces of US Cellular that customers see even though it had nothing to do with us. Billing has been messed up for this period of time for customers due to a new computer system they upgraded to. Also, management has people above them breathing down their necks about the store meeting sales goals. They want us to push sales so much even though customers are coming in upset about their bills being messed up, we have to sell them a hot spot etc. Employees are constantly getting pressured when they can,'t get a customer to buy something. And as of now, employees have to sit down with a customer and do an account review even if that customer only wanted to come in and make a payment. That way the employee can find out if there are any products to sell to that customer that they don't already have. That's making customers even more upset since they might be in a hurry and we still have them on a waiting list to make a payment. Then they really don't want to discuss new products with the employee by the time they sit with someone.

To much turnover. Some customer services coaches lied to fire employees. And senior management never took the word of the customer service reps on how they were being treated by their coachs