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Posts Tagged ‘prepaid’

Superior Customer Service Through Training

What are your customer service expectations? A business can have amazing products or services, but if you don’t have an exceptional experience dealing with their customer service, then your overall perception of the company is bound to be less than stellar.

At Page Plus, our standards are high for our customer service representatives (CSRs), and that puts us a notch above our competitors in the minds of our customers. Our U.S.-based call center in Holland, Ohio is fully staffed to provide customer assistance, and retail dealer support, in both English and Spanish. Why do our customers consistently rank our CSRs above those of our competitors? One word: Training.

Before a newly-hired CSR even speaks to a customer for the first time, they undergo three weeks of initial training. They are trained on a complete array of functions, from activations and programming, to porting and payments, to ESN changes and data troubleshooting.

Then there are the “soft” skills. Yes, believe it or not, CSRs occasionally have to deal with the upset customer. Dealing with irate customers requires empathy, patience and the ability to maintain self-control, and these important skills are also learned. Once you get past the emotion, you can focus on a solution to the problem.

But the training doesn’t stop there. Once the CSRs are on the job helping customers, they continue to receive ongoing “up-training” at least once a month. Up-training can involve new changes that have been put into place, or a refresher course on something they have already learned. In the fast-paced telecommunications industry, things are constantly changing, and our staff must be in the know.

One of Page Plus’ biggest customer service strengths is our Live Chat feature. Since the rollout of Live Chat two years ago, the volume of customers and dealers using it has grown tremendously. CSRs can multitask – managing multiple chats at one time – for more efficient handling of customer service and dealer support. Customers and dealers using Live Chat often find that they have a shorter wait time than on the phone, so it has become their preferred method of contact.

Another great strength of Page Plus comes from our dealer relations team. Our Dealer Relations Coordinators have received additional, special training to handle all things dealer-related. They build relationships and serve as a liaison to ensure that dealers are properly representing Page Plus in their dealings with customers.

Whether you are an existing customer, or are looking to switch to Page Plus and you need more information, our well-trained CSRs are ready and willing to help you. You can contact Customer Service by calling 1-800-550-2436 or through Live Chat.

The Advantages of Page Plus’ Hybrid Payment System

The no-contract, prepaid world of cell phone service works a little differently than traditional postpaid. Traditional postpaid customers are used to receiving a bill every month for the services they’ve used in the previous month, and having to write a check and mail it, or pay their bill online. In prepaid, however, you pay upfront for a set amount of usage. People have their preferences for different reasons, but Page Plus combines the two into a “hybrid” payment system that combines the best of both worlds.

Let’s start with postpaid. For people who are not familiar with prepaid, this is the only way they know. You use however much talk, text and data services this month, and get billed for it next month. And of course there are all the additional fees, taxes and “overages” that can inflate your bill. So many additional fees, in fact, that a survey by the FCC determined that 30 million Americans – or one in six mobile users – has experienced “bill shock.” In traditional postpaid you typically get locked into a 2-year contract, and it is the most expensive option for service.

No-contract (prepaid) service works differently. You pay in advance for a monthly plan that includes a set amount of voice minutes, text/picture messages and data. When you run out of something, that service simply stops working until your plan renews the following month. (Except if you are a Page Plus customer, you can add an additional cash balance to your plan to continue using a service if you run out early). Therefore, prepaid customers do not experience the dreaded “bill shock,” and prepaid service is cheaper than postpaid.

Then there is the convenience factor. Some people want to get a cell phone bill every month so they remember to pay it. In prepaid, it is the customer’s responsibility to take the action of purchasing airtime and applying it to their account before their plan expires each month, or they will find themselves without service.

Page Plus takes the convenience factor of postpaid, and combines it with the less-expensive, no-contract advantages of prepaid, into a hybrid payment system that combines the best of both worlds. The system is called Auto Refill. With Auto Refill, you don’t get a bill that you have to pay, and you also don’t have to take any action to renew your prepaid plan each month. You simply set up an online account, register for Auto Refill, and your plan will be automatically renewed each month and charged to a credit card.

Many Page Plus customers find that setting up Auto Refill on their accounts allows them to enjoy the “set-it-and-forget-it” convenience factor of not having to worry about having to do anything to renew their plan every month. Combine that with the benefits of nationwide coverage, cheaper plans, and not having a contract, and why would anyone want to stay on traditional postpaid?

Why Everyone’s Moving to No-Contract Cell Phone Service

 

Today, nearly everyone uses a cell phone, but not everyone wants a two-year commitment. Most people don’t even realize there is an alternative to contract cell phone plans. That alternative is actually quite simple – no-contract (prepaid) cell phone service. According to the NPD Group, a global information company, in the first quarter of 2013, one-third (36 percent) of smartphone sales were represented by prepaid. Furthermore, according to CTIA’s semi-annual report, the total number of prepaid users grew 23.4 percent to 76.4 million in 2012 from 71.7 million in 2011. You may wonder – why are so many people switching to prepaid? The popular answer would be that it’s cheaper. However, there are several other rewarding benefits causing people to switch to prepaid.

As already stated, the primary benefit to no-contract cell phone service is saving money. If you’ve read the blog post Keeping it “no-contract” Since 1998, you’ll be familiar with the fact that you can save over $1,000 over the course of a two-year contract by choosing Page Plus Cellular. It’s hard not to save money when our prepaid cell phone plans are nearly half the cost of most contract plans. Not to mention, there’s no “bill shock” with Page Plus – you don’t receive a bill in the mail so we won’t deck you with pesky overages. That’s the beauty of prepaid – you pay for what you need ahead of time. If you happen to run out of usage, simply add more minutes, messages or data to your account (see blog post: How to Get More Data on Your Monthly Plan for more information). Essentially, you have the freedom to do what you want. If you want to switch to another plan, just switch. If you want your account to be replenished automatically month-to-month, just set up Auto Refill. We believe in cell phone freedom without the red tape and we’ve been doing it since 1998, so it’s safe to say – you’re in good hands!

Another reason our no-contract cell phone service is becoming more popular than ever is the fact that we’re straight up about our service. You may have heard that some of the major contract carriers are offering payment plans on their phones now. What they don’t tell you is that you’re really not saving any money in the long-run. Considering they haven’t lowered their service plans, you’re essentially paying the same amount (if not more), but in monthly increments. With Page Plus, we sell you phones at competitive prices, match you up with the best monthly plan for your needs and don’t require you to sign any contracts whatsoever. As mentioned before, we’re straight up about our service – no hidden fees; no gimmicks.

Everyone’s moving to no-contract cell phone service for the right reasons – it’s simple, convenient and smart. In addition to the general prepaid benefits explained above, Page Plus offers some extra benefits. To learn more on why you should choose Page Plus as your no-contract service provider, click here.

Now that you know why no-contract cell phone service is trending, give us a call at 1-800-550-2436, or visit www.PagePlusCellular.com today to make the switch to one of the leading providers in prepaid cell phone service.

How Facebook Participation Helped Grow My Page Plus Business

I have always felt the best way to conduct any business is to offer exceptional service. I think this is especially true in businesses where there is a lot of competition, such as cellular. In recent months, I was able to apply this concept to the Page Plus Cellular Facebook page. As a Page Plus authorized dealer, one of my responsibilities is to represent the company in a positive light, no matter where that representation occurs, or who benefits from it. There tends to be a bit of confusion for customers when it comes to cellular service as well as misconceptions. Additionally, negative comments and incorrect information tend to spread faster than positive feedback. All too often, people want to jump to conclusions without having the facts of an issue. In public sources, like Facebook, these things happen very quickly. I feel, by helping answer customers’ questions on the Page Plus Facebook page, I am helping to create a positive experience for them. Obviously, I may not know the answer to every question, but if I can help get to a customer’s concern faster, it creates a better experience for that customer as a whole.

In taking this approach – answering questions without expecting anything in return – I have been able to double my customer base in the last few months. Not all of my new business is from Page Plus’ Facebook page, but a good portion of it is. After answering someone’s question, or addressing their concern, I will often get a personal message related to that response. Many times, it is just a simple, “thank you,” but often, it opens a dialogue with that person who eventually becomes a customer. This goes to show how a simple gesture to help answer peoples’ concerns has resulted in increased business for my Page Plus business.

I have also communicated with the other authorized dealers on Facebook, to ensure that we are not stepping on each other’s toes. Additionally, we do not want to give customers the wrong impression of Page Plus authorized dealers if we are attacking each other for business. A good rule of thumb is to NOT address a customer’s comment if another dealer has already done so. If too many dealers try to help the same person, it may confuse the customer in the long-run.  However, if another dealer’s response was incorrect or requiring further action, it’s acceptable to chime in.  The best approach is to use common sense and show the utmost respect towards everyone involved.  These simple actions have helped me expand my small town Page Plus business in very short order.

 

Written by:

Chad Shultz

Authorized Page Plus Dealer

TC Trading Company/PPCellular

Pinetop, Arizona & Ormond Beach, FL

Page Plus Blog Post – Frequently Asked Questions – Part I

August 8th, 2012 8 comments
(Photo credit: Wikipedia)

English: Speech balloons. Question and Answer....

On our website under the support tab you will find the answers to many of the Frequently Asked Questions that we get.  We try to answer the most common questions here as well as offer you other convenient ways of support. We have online chat, Our Facebook Page and Twitter. We’d like to share some of the questions we have recently received from some of those platforms to further help answer the common questions:

Q:  I see you post lots of information on Twitter and Facebook. Some of it applies directly to consumers buying and using Page Plus products and services and some of it is industry related. What is your intent for doing this?

A: The intent is to share interesting, relevant information from the telecom industry. Of course not every post will appeal to everyone in the group, but if every post was a pitch for Page Plus, people would probably get turned off and lose interest. By all means, if you have things you think the group would benefit from, please share!

 

Q: What happens once I purchase a PIN from Page Plus Cellular?

A: If you purchased PINs from the Page Plus website, you would have received an email with the PINs listed. If you don’t see it in your in box, you can check your junk folder.

 

Q: What is the best way to find a Page Plus Cellular dealer in my area?

A: You can find a Page Plus Cellular dealer near you by using the Store Locator on the Page Plus Cellular website:

http://www.pagepluscellular.com/Why%20Page%20Plus/Store%20Locator.aspx

 

Q: How do I know if I am in an area covered by Page Plus Cellular’s network?

A: Page Plus operates on the largest network in the country, but it is possible that you are in a non-coverage area. When in doubt, you can check the coverage map online. http://www.pagepluscellular.com/Why%20Page%20Plus/Coverage%20Map.aspx

 

Q: I keep hearing about the term “flashing.” What exactly does that mean?

A: Flashing is reprogramming of a phone to make it work on another carrier (Example: Sprint to Page Plus). There are websites that will flash phones for you for a small fee and get your phone ready to activate on Page Plus (Just Google “Flash to Page Plus”). Once you do this, you can activate your phone on Page Plus and it will no longer be on it’s previous network.

 

Q: Will AT&T network phones work on Page Plus Cellular’s network like Verizon phones?

A: AT&T is a GSM network, so their phones will not work. On the other hand, Verizon is CDMA which will work no problem depending on the device. So, make sure the phone you want to activate on Page Plus is CDMA and is not a prepaid retail packaged device (Prepaid phone purchased from Wal Mart, Target, etc.)

 

Q: What Android devices work best on Page Plus Cellular’s network?

A: If you want to know what Android devices work best, check out this forum thread – http://www.howardforums.com/showthread.php/1554383-What-phone-are-you-using-on-PagePlus/page40

 

Q: How does one become a Page Plus Cellular dealer?

A: If you are interested in becoming a Page Plus dealer visit this page on the Page Plus Cellular website: http://www.pagepluscellular.com/Dealers.aspx

 

 

Top Four Reasons You Should Be Using a Prepaid Cell Phone

While we intend this blog to be a means for you to find news, learn and to stay up to date with the latest information related to Page Plus

 

and the industry, we do want to answer one of the questions that we often get – what are the benefits of a prepaid cell phone? Here you go:

Prepaid Benefit #1 – No Pesky Contracts

With prepaid, there is no such thing as a contract. You pay for what you want, when you need it and that’s why prepaid is so simple.

Prepaid Benefit #2 – Flexibility of Use

Are you someone who only needs a phone in case of emergencies? Or, are you the type of person who can’t go a minute without his phone and is constantly blasting out text messages? It doesn’t matter. Why? Because prepaid is for everyone. Whether you need a pay-as-you-go plan for minimal, emergency use, or a monthly plan with unlimited talk, text and a bucket of data to keep up with social networking, there’s a plan for you.

Prepaid Benefit #3 – Save Tons of Money

By switching to prepaid, you can save an incredible amount of money. Most often, you can save more than half of what you pay to receive postpaid services. Plus, you get more bang for your buck. Page Plus Cellular offers The 55 plan which includes unlimited talk, unlimited text and 1 GB of data usage for just $55 a month. For that amount of usage on a postpaid plan, you could potentially spend well over $100.

Prepaid Benefit #4 – No Bill Shock

Have you ever opened up your cell phone bill and immediately felt your blood boil with rage? You’re not alone. Just about everybody has experienced “bill shock” and it’s not exactly a fun time. Fortunately, prepaid eliminates “bill shock” completely. You pay ahead of time for what you want, so there isn’t even a bill. If you happen to need more than what you paid for, just add more money. It’s pretty easy to say the least.