If our customers claim to be that much smarter than us....
.... then why are they always calling us to explain their bills? How to read them? To confirm which price plan they've been on for the past year or two? 😳
Seriously, I have seen here as well as been told over the phone that the customer is way more smarter than us. I've had numerous calls with customers asking me how to read their bills and they still can't follow me when I'm explaining it to them.
Then I start to talk to them like a child: "Mr. Customer. Are you on page 3? Do you see your wireless line summary? Do you see where it shows how many minutes you used? Do you see how many minutes you went over and it cahrged you? There you go, Mr. Customer."
Then they get pissed and tell us not to talk down to them. They have degrees ...
(continues)
Seriously, I have seen here as well as been told over the phone that the customer is way more smarter than us. I've had numerous calls with customers asking me how to read their bills and they still can't follow me when I'm explaining it to them.
Then I start to talk to them like a child: "Mr. Customer. Are you on page 3? Do you see your wireless line summary? Do you see where it shows how many minutes you used? Do you see how many minutes you went over and it cahrged you? There you go, Mr. Customer."
Then they get pissed and tell us not to talk down to them. They have degrees ...
(continues)
...
Simple question: "May I have the Cingular Wireless number you are calling about?"
Response #1: "The number I'm calling from is..."
OR
Response #2: "The primary number on the account is..."
*** * ****
Simple statement: "The IMEI number is on the phone behind/underneath the battery."
Response: "I don't see it."
Question: "Have you removed the battery?"
Response: "No, you said it was on the battery."
*** * ****
Methinks they only hear one word per sentence.
Response #1: "The number I'm calling from is..."
OR
Response #2: "The primary number on the account is..."
*** * ****
Simple statement: "The IMEI number is on the phone behind/underneath the battery."
Response: "I don't see it."
Question: "Have you removed the battery?"
Response: "No, you said it was on the battery."
*** * ****
Methinks they only hear one word per sentence.
...
seriously, when i need the imei to activate their gsm phone from their tdma phone i tell the them "the imei is on the back of the phone underneth the battery." and they still look on the battery.
...
me: i need the imei.
they: is it on the little orange and white computer chip.
me: no that's the sim card but i do need that number also.
they: o.k. it's 355**********
me: that's the imei.
they: no thats the number off the sim.
me: go back to the store and have them call us.
😳 😕
btw: don't trans to tech if the cust just refuses to understand you. we will fill out a form on you that will go to your manager and area manager saying that you did an unneccessary transfer and could have taken an extra 10mins and fixed it yourself.
they: is it on the little orange and white computer chip.
me: no that's the sim card but i do need that number also.
they: o.k. it's 355**********
me: that's the imei.
they: no thats the number off the sim.
me: go back to the store and have them call us.
😳 😕
btw: don't trans to tech if the cust just refuses to understand you. we will fill out a form on you that will go to your manager and area manager saying that you did an unneccessary transfer and could have taken an extra 10mins and fixed it yourself.
...
