Shop Talk

They aren't overtones...Just reality. I'm sure you get customers who DON'T speak perfect english.

all the time, but when you spell it like that you are trying to go at a deeper level and target a specific group of people. To take the time to spell it phonetically speaks to the level you have invested in the specific group.

let it go. 🤣

🤨 huh??

sholyhit took the time to spell your manager like he thought a specific group said it, and you ran with it. it would be like someone who does not like people from india recalling a customer service call..

"I am sorry sir boot ai cunnot elp yoo wit yur problem"

I did not intend for my spelling "Manijuh" to be taken racially. That's simply the way it is in my store. We have probably a 10% white customer base. The location of that store is right in between 2 ghettos, and as a result, most of our customers at that store are from there. I made a comment the other night when I was hanging out with my friends about nextel's "chirp" service, and I was talking about all the ghetto people that come in asking if we got "da chirps". My cousin took that as a racial slur, when it was meant as an actual example of something that happened. I think in the history of me working for this company. only one or 2 people have ever asked to speak with the manager. With the exception of those one or 2 times, it has always...
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But you know how it is spelled. And we are not talking to those people right now. Phonetics are not needed unless another point is trying to be conveyed.

😳 DANG!! I didn't think you'd be so BU** HURT over something like spelling the way cust speak. Afterall, we ARE here to express ourselves, Right?? And Sholyhit decided to express theirself by spelling the way a cust speaks. Let it go...

hey i do it all the time, i did it to jmarquez for doing it to indian and asian customers. dont be mad if i hit close to home.

😎 Never said I was mad. Just 😲 at how much you defend others. Anyway, lets squash it right here, is that cool?

its cool

pleas ignore alejandro he thinks he the owner of the forums

🤣 hahah, it's cool.

LOL hahaha I've noticed that too....he's just got his panties in a knot.

watch it, i know who you are

EMPTY THREATS real mature alejandro

Do you?

Well, I guess it's a good thing the customer wasn't a short, overweight, disabled, multi-racial lesbian with a lisp, or you would have been in P.C. He** not being able to use a single descriptive term without offending someone!

I'm not PC, if you actually knew me I am one of the most offensive people you will ever meet. I don't really like it when employees complain about customers non-stop though. When there is racism involved I get angrier.

The topic was already dropped 2 days ago but thanks for bringing it back up. Can someone be a violent pacifist?

You forgot the greeting - "Welcome to quickymart, home of the slusshy, how may I be of assistance to you today"

or "I no can dribe yu tu brooklin! Yu fine new cab!"

And what group are you assuming was being targeted? Personally, I think it sounds like a 1/4 Russian, 1/4 Taiwanese and 1/2 Cajun accent personally. But, That's just my take on it.

Racial Overtones? I would have spelled "manager" somewhat the same if I was trying to emphasize the force a customer was using in his/her voice when demanding a manager. Chill.

It's even worse when the manager is busy w/ another cust. or on a conference call. It's like they expect the manager to drop what they are doing to hear them complain... 🙄

exactly ... i wish i could meet the person who said " the customers always right" lol rrrriiiiigggghhhhhhttt

i'd smack him across his mouth

I bullsh*t with the girls at the place where i buy fries when they tell me i cannot buy something i say "The customers money is always right!"

lolololololololololol

I have people sometimes that argue with me and they want to talk to the manager. I tell them I am the manager, and then they ask for our district manager's cell phone number. I inform them I can't give it out, and if they want, I can take down their number and give him a message to call them, but honestly, he probably won't, because he's very busy with many things, and it's not his job to deal with customer complaints. It's mine. If they say "What about 'the customer is always right'?" I usually respond by telling them that is a misconception. The correct phrase is "The customer is never wrong." With 'the customer is always right', a customer can walk in and say, "Hey! All that money in the cash drawer is mine! Hand it over!" And we have to ...
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in my world, the customer is never right and most frequently wrong.

I have only had one person ask to speak to my manager.... My dad, my mother, my husband and I all own this store, there are no other employees at this time, so asking to speak to the manager is like asking to speak to my dad, who was standing right next to me when he demanded to speak to the manager. Dad said "that would be me, and I can't help you any more than she can" The guy got flabergasted and left. He wasn't even local, just stopped on his way passing through to see if he could bully us into a deal, I guess.

some woman was mad the other night because of an activation fee and equipment change fee for renewing and adding a line on a $40 plan, and while i was calling prc she told me to get them a manager, so i told the person on prc we were gonna have to call back on this one... i told her she would have to call customer service and she of course threatened to cancel top them and she made me and another girl here uncomfortably sitting around listening in and her husband uncomfortable, but she thought it was more of a game. retention talked her into changing to a $50 plan for waived activation and gave her a $15 credit.

At least when sholyhit talked about what happened, he put some periods in the sentences and wasn't one long run-on sentence. (ie, some woman was mad the other night because of an activation fee and equipment change fee for renewing and adding a line on a $40 plan, and while i was calling prc she told me to get them a manager, so i told the person on prc we were gonna have to call back on this one... i told her she would have to call customer service and she of course threatened to cancel top them and she made me and another girl here uncomfortably sitting around listening in and her husband uncomfortable, but she thought it was more of a game. retention talked her into changing to a $50 plan for waived activation and gave her a $15 credit.) ...
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Hey Ell!!!

Did your phone dry out yet?

Dial On!

I have the special ability to not give a damn when a customer is upset and when they want to talk to someone i look at them blankly. i mean, there are 2 people in this kiosk, if you want to talk to the new person go ahead, and they are usually forgotten about 5 minutes later.

"I want to talk to your manager"

"Ok just a moment i'll pull him out of the drawer" 🤣

My ex-girlfriend is our manager actually and she is more uncaring than anyone else, she frustrates me when i want to help someone who genuinely needs it.

Well if your in a kiosk and your manager is not standing there...not like she can be in the back room so she must be in the drawer (i can because you were telling me about your blow up girlfriend...not sure how you can dump a blowup doll though 😳 ). Hehe. Just kidding.

yeah, i should elaborate, our manager actually works at another location, the location the owner is usually in and out of 10 miles away

Oh that's even better

"I want to talk to your manager"

"Ok here's her address have a nice day"

yep, but truth be told i get just as many "You better call someone who can do it" and although i want to say, "I dont have a direct line to my nuts" i usually just call her even though i know she is going to say know and repeat along with "yeah i know we cant, they just wanted me to call you"

alejandro said:
"I dont have a direct line to my nuts"

hahahah... i like that.

how about this...

Me: "Here let me give you the number to managment 304......."
Customer: (Dials)
Me: (Holding my cell phone to my nuts, flips it open on ring)
Me to Customer: "well start with your complaint"

nice.

Our owner has actually used his "desk drawer" manager to handle unruly customers!

I was a sales rep at a corporate store though. There was usually a manager there. If someone asked for my manager, it was an opportunity to pass a bs customer off on someone I neither liked or respected.

I still like the happy customer or no customer attitude. It makes me smile!

yeah, but few people can remember the nice ones, its only the dramatic ones that make people bitter and stick in their mind.

I had someone call up and tell me she just wanted to call up and tell us how proud she was to be with our company and how great of customer service we have 😁. "I'm $20/hour lady so please go away" 🤣 . Naw i wouldn't do that. It was really cool though.

We are in a pretty good place here in rural SW, if the your phone works it works well, and in this area, USCC owns most of the towers so USCC is the best service to own, if you actually want to be able to call from most of the state. If you want a cheap razr, then by all means do a gsm company, but don't expect us to help you when your phone won't work 20 steps in that direction (choose one) That being said, we get a couple of people a day that have glowing wonderful things to say about us. We're pretty lucky. But Alej is right, you remember the jerks in more detail because they make sure you remember them.

I remember only one nice customer I had. Honestly it was probably just because I saw her all the time. She came in and got a prepaid phone. It was a bar phone with absolutely no features, save a flashlight. She didn't even know how to send or recieve calls. I sat down with her for 3 hours until she could work her phone by herself. Showed her how to program contacts in the contact list, place calls, answer her phone, change her ringtone, set up voicemail, the whole 9 yards. She came back at least once a week just to stop in and say hi to me and ask how I was doing. She's in a nursing home now, so she doesn't come in anymore, but her son comes in to pay the bill.

You are a good man, I won't tell you how many times the corporate store has sent old folks here for lessons because they don't have the time to deal with them. We get Christmas Cards from several people in assisted living and nursing homes for just that reason!

I definitely don't mind helping out the older folks, it's worth it in the end; I rationalize it that they're old, they might have granddaughters around my age(especially in a college town like Boston). 🤣

But yes, a lot of customers suck. I hate the ones that try to bully you into lowering the price. A guy in a suit tried to bully me into lowering the price on a v3M Razr at retail to 200 today! Threatened to go to Cingular, and I looked at him with "go ahead; you're in a 5 line contract, is the phone worth 875 to you?". He got pissed I'd called his bluff and walked away from our kiosk in a huff.

As a manager, it's unfortunate the impression left on reps when a manager does something different. Reps/Front Line employees have only but so much authority, and as part of their duties must state and try to enforce store policy. It is only the manager's authority to break policy if there is a specific reason or need. Properly trained / supervised reps should know how to present store policy and amicably escalate to a manager when necessary. Reps shouldn't think of it as the manager "overruling" them, but taking the dangerous responsibility of bending/screwing with policy away from them. Instead of "my manager can't do more than I can" and then getting overruled, reps should say "I don't have the authority to do that but you may talk t...
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Also as a manager. I am not a customer service rep. I will not have my reps call me everytime a customer asks for something special. Policy is there for a reason, there better be a pretty good story and a pleasent attitude if you want me to break policy.


P.S. Thankyou Whitehorse didn't see your post till today.

This contributes to the perception that wireless dealers are like used cardealers. And if it worked once, you better bet that customer will do it again.