Shop Talk
True customer question: "What's a user guide?"
Desired response: "And you have a Blackberry WHY, again?"
Actual response: "A user manual."
Actual response: "A user manual."
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"It's that booklet thingy that came with your phone that tells you where the buttons are and stuff."
That's how I answered this question when I got it.
That's how I answered this question when I got it.
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Next time you should answer it this way:
"It's that, that, you know, that, that THING, the, the, the, you know... the, the THING."
"It's that, that, you know, that, that THING, the, the, the, you know... the, the THING."
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They replied; "Why would I need that? I can see the buttons right in front of me."
Except with a horrible drawl that I couldn't begin to emulate with text.
Except with a horrible drawl that I couldn't begin to emulate with text.
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"Wah wood ah need thayt? Ah kin see them there buttons raght in frunt o'me."
Something like that?
Something like that?
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I had a customer in yesterday who said "I have some questions about the phone that I bought 3 weeks ago." After I showed her how to do the 5 things she could not figure out how to do, I said "It shows you how to do all of these and more in the instruction manual that came with your phone." To which she said "You do really expect me to READ that do you?"
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Thats an everyday thing in my store. they usually answer "Why do you think I pay your company $150 a month"
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I think customer service would actually be better if we could go with the desired responses.
Customers have been babied for too long and are now helpless. So maybe being a little bit harsh with them would make them feel stupid enough to actually read what they need to(users manuals and contracts).
Customers have been babied for too long and are now helpless. So maybe being a little bit harsh with them would make them feel stupid enough to actually read what they need to(users manuals and contracts).
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