Shop Talk
can i start with the number we'll be working with, area code first?
i know this has been said, but i hate when people...
a.) do NOT give me their area code
b.) give me their area code last
c.) give me a different number on the account
d.) tell me their name or other information that is worthless to me until i get the number
e.) say, 'don't you see it there already?' clearly, i don't...otherwise i wouldn't be asking for it.
f.) immediately ask for my supervisor...
there's more, but option D has been happening over and over today. i don't need your life story lady, i need your freaking wireless number.
a.) do NOT give me their area code
b.) give me their area code last
c.) give me a different number on the account
d.) tell me their name or other information that is worthless to me until i get the number
e.) say, 'don't you see it there already?' clearly, i don't...otherwise i wouldn't be asking for it.
f.) immediately ask for my supervisor...
there's more, but option D has been happening over and over today. i don't need your life story lady, i need your freaking wireless number.
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I get this all the freakin' time. I used to do over the phone customer service and now I work at a dealer owned retail store. When I did over the phone, it made some sense as to why they'd assume I had the info. The IVR collects the information, but it almost never forwarded the info to the reps. I cannot pull up an account by name, only cell phone number and POSSIBLY account number. Where I work now, we are right near an area code split. People here have either 724 or 814 for an area code, but customers do not seem to realize that when I ask for it. Luckily, I can tell the different based on the prefix, but not everyone is so lucky.
I hate when people give their phone number in a weird way. For example: 7245-2324-1. WHAT? Your number sta...
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I hate when people give their phone number in a weird way. For example: 7245-2324-1. WHAT? Your number sta...
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the worst is when they say it in a wierd way like that, and then they get all crabby when you ask them to repeat it. they'll say it super slow and loud like you're deaf and dumb. i realize you've been saying that number for a long time, but i haven't. so excuse me ma'am, i'm not the idiot here, you are.
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The best is:
Seventy..four, thirty, seven, eighteen...
Now, type the number i just spelled, I predict three different answers.
Seventy..four, thirty, seven, eighteen...
Now, type the number i just spelled, I predict three different answers.
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Thats exactly like the Spanish people that come in the store
Pie seeksteen, seben twente too, sebente forde pie
Zip code?
eleben pie twanee
Pie seeksteen, seben twente too, sebente forde pie
Zip code?
eleben pie twanee
...
I hate that one too because my keyboard does not have a 70 button or an 18 button, I need numnbers between 0 and 9... as to this mess...
Seventy..four, thirty, seven, eighteen...
it could be
70 4 30 7 18
or 74 30 7 18
or 70 4 37 18
or 74 37 18
all depending on how you hear the idiot giving you the number
Seventy..four, thirty, seven, eighteen...
it could be
70 4 30 7 18
or 74 30 7 18
or 70 4 37 18
or 74 37 18
all depending on how you hear the idiot giving you the number
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I never understand why customers say, "but that's not the "main number on the account." There is no main number. I need the one for the phone that is broken.
Also, our stores have hosts that get your name. Dude walks in and host says, "hi, can I get *your* name?" Dude says, "it's under (random female name or vice versa)". Host says, "no, they will come looking for you as you are here, I need your name."
I'm not sure what has programmed them this way, but I've never done that. If someone asks me a literal question with only one possible answer I answer appropriately. I don't give my parent/wife/brother's name or number.
🤨
Also, our stores have hosts that get your name. Dude walks in and host says, "hi, can I get *your* name?" Dude says, "it's under (random female name or vice versa)". Host says, "no, they will come looking for you as you are here, I need your name."
I'm not sure what has programmed them this way, but I've never done that. If someone asks me a literal question with only one possible answer I answer appropriately. I don't give my parent/wife/brother's name or number.
🤨
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seriously, how much clearer can the question on this thread be? they don't get it. plus, i get a lot of calls where a cust calls in and the name they give me is different than the name i see in my system. that goes a little something like this-
me: "okay miss so-and-so, can i get the name on the account.
c: "yeah, it should be my name."
me: "well, i don't show you as the account holder. could it be under another name?"
c: "no. are you sure it's not under my name?"
me, to self (no, you're right. i'm just playin' with you. i want to keep you on the line as long as possible)
::after going back and forth on this for about five minutes::
c: "well, i guess my mom pays the bill, so it could be under her name."
me, to self again (no sh...
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me: "okay miss so-and-so, can i get the name on the account.
c: "yeah, it should be my name."
me: "well, i don't show you as the account holder. could it be under another name?"
c: "no. are you sure it's not under my name?"
me, to self (no, you're right. i'm just playin' with you. i want to keep you on the line as long as possible)
::after going back and forth on this for about five minutes::
c: "well, i guess my mom pays the bill, so it could be under her name."
me, to self again (no sh...
(continues)
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Had that just yesterday in my kiosk.
Me: [checking for upgrade] Can I have your zip code please? [I have already asked for his phone number]
Cust: 910.
Me: [same tone as before] Can I have your zip code please?
Cust: [mildly annoyed] 910...
Me: [still the same tone, focused on the screen] Can I have your zip code please?
Cust: [starts out annoyed] 9!1!...oh. [gives zip code, looking embarrassed]
Me: [checking for upgrade] Can I have your zip code please? [I have already asked for his phone number]
Cust: 910.
Me: [same tone as before] Can I have your zip code please?
Cust: [mildly annoyed] 910...
Me: [still the same tone, focused on the screen] Can I have your zip code please?
Cust: [starts out annoyed] 9!1!...oh. [gives zip code, looking embarrassed]
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Or when you ask them for the number that they want to do something with, and they say "Mine?" 🤣
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Around the area that I am in everyone is accustomed to having to give area code b/c there is 212,347,917,646,718,516 and 631. In some boroughs you even have to dial the area code at all times.
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The worst is when they give you their home number....why in the heck would i need that?
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rxymsft said:
e.) say, 'don't you see it there already?' clearly, i don't...otherwise i wouldn't be asking for it.
How could you possibly already see it? What are we psychic? Do we remember every customer signed up accros the nation by face so the second they walk into our store regardless of market we instantly know their information? People are idiots.
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OMG, I want to kill those people.
Especially when I ask for the number we'll be working with today and its a sim card change.
Once we change the sim card, they ask when we'll need their number because the number they gave me was their grandma's who lives in CUCAMUNGA!!! 😡
Especially when I ask for the number we'll be working with today and its a sim card change.
Once we change the sim card, they ask when we'll need their number because the number they gave me was their grandma's who lives in CUCAMUNGA!!! 😡
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I hate hate hate this.
I pretty much use the same line at the beginning of my calls. And then the customer just goes off with thier life story with Sprint since day one. And I try to politely interupt so I can just get the number to open the acct and they go WAIT I AM TALKING. Finally after 5-10 minutes of explaining I can go. "Ok, now that I have every piece of information can I please get your mobile number, area code first so I can actually OPEN your acct and look into this for you"
Or when they give you their home number yeah. You let them know you cannot find that number in the system and repeat "Ok you said your mobile number was xxx-xxx-xxxx!?!" and they respond with "OH YOU WANT MY MOBILE NUMBER!" Well yeah, what e ...
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I pretty much use the same line at the beginning of my calls. And then the customer just goes off with thier life story with Sprint since day one. And I try to politely interupt so I can just get the number to open the acct and they go WAIT I AM TALKING. Finally after 5-10 minutes of explaining I can go. "Ok, now that I have every piece of information can I please get your mobile number, area code first so I can actually OPEN your acct and look into this for you"
Or when they give you their home number yeah. You let them know you cannot find that number in the system and repeat "Ok you said your mobile number was xxx-xxx-xxxx!?!" and they respond with "OH YOU WANT MY MOBILE NUMBER!" Well yeah, what e ...
(continues)
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well of course.. didn't you know you can pay your ATT landline bill at a Verizon corporate store??
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Me: "May I have your name and mobile number?"
C: "Joe."
Me: "And your last name please, Joe?"
C: "Smith."
Silence.
He thinks it's my turn now. He's already forgotten the second part of the question.
C: "Joe."
Me: "And your last name please, Joe?"
C: "Smith."
Silence.
He thinks it's my turn now. He's already forgotten the second part of the question.
...
when a customer starts to give you their cell phone number while on the sales floor and not at your computer.
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My greeting is very specific. I say "May I please have the specific mobile number we'll be working with, area code first?"
I make sure to even stress the word *specific*
I STILL get people who give me their home number, JUST the area code, their zip code, or the area code last.
This will never change.
I make sure to even stress the word *specific*
I STILL get people who give me their home number, JUST the area code, their zip code, or the area code last.
This will never change.
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is when store reps do this to ya...(not all reps just some) so don't get pissy
me-can i have the mobile number area code first please.
rep- 555-9986
me- ok..... and the area code would be???
rep- (sigh) 123 (sigh)
apparently I'm supposed to be telepathic
one rep the other day made me want to cry, now mind you this was a cell phone sales representative, she called in and i asked her for the mobile number we would be working with, and she says, whats the mobile number, of course i don't answer because i figure she knows what a mobile number is, and is asking the customer what his number was, but she asks it again, i still don't answer, finally the third time she says, whats the mobile number i ask her if she's talking to me ...
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me-can i have the mobile number area code first please.
rep- 555-9986
me- ok..... and the area code would be???
rep- (sigh) 123 (sigh)
apparently I'm supposed to be telepathic
one rep the other day made me want to cry, now mind you this was a cell phone sales representative, she called in and i asked her for the mobile number we would be working with, and she says, whats the mobile number, of course i don't answer because i figure she knows what a mobile number is, and is asking the customer what his number was, but she asks it again, i still don't answer, finally the third time she says, whats the mobile number i ask her if she's talking to me ...
(continues)
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