ah_fu

Well the thing with cell phone companies is that they always have new cell phone plans and policies so it is the responsibility of the CSR to look up information in their database and follow the correct procedures. However as cell phone CSRs get more familiar with their jobs, they just go by what they remember and don't bother looking up the information so you get different responses from different people.

ah_fu

The turn over rate for customer service rep is high which is why you get such inconsistent service. It's definatley not an easy job.