Shop Talk
I just love...
Furthermore there are MANY customers of all various cell companies that are loyal and quite satisfied, not to mention happily paying for services they appreciate. You must be one of the reps that I have to make up for when the customer calls in pissed and I have to make them happy again. A little change in attitude and a little respect for customers as humans goes a ...
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If you come in here yelling and screaming at me, throwing your phone at me and demanding I fix something now or you'll quit, you are acting like a child and shall be treated as such.
I am a person too, so if a customer cannot treat me well, I see no reason why I should do anything to help them until they calm down.
Customers in this industry seem to assume that the more they yell, the more they threaten, the more will get done. Sadly too many people have caved, but people also assume that we are just "order takers" like a place like wal-mart where if they yell at us to do something, we don't care because we still get paid.
We're not simple order takers, so ...
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Fixing a customers issue when they are mad will only create more issues in the future.
It is my job as a company rep to assist the customer in understanding the companies policies and working within those policies to resolve their issues.
-Getting a free phone every 4 months because they feel they deserve one.
-Backdating the unlimited texting plan they admit they will drop next month for three months to cover their overages that they refused to pay
-Discounting their rate plan
-cancelling premium content they signed up for that is not owned by verizon (I am an indir...
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I stand by my comment that a customer would not say that unless the rep did something to piss them off, whether it was within policy or not is irrelevant. I've barely encountered a situation where I was not able to turn the customer around while not giving in to unreasonable demands.
Also, I personally have never had to "tell" a customer to calm down. And I've never withheld service while they were still mad. When they see that I expeditiously look for a solution while not wanting to waste any more of their time than necessary, they back...
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Yes, we want to keep customers happy. but keeping them happy doesn't mean doing whatever they want, and no matter how hard you try to keep people happy, you will always piss someone off.
And we're not "defending a rep" we're saying that your assumption that he HAD to do something wrong to get the customer that way. Based on our experience, this does not have to be the case. Based on your experience, this had to be the case. Which is fine, whatever.
But unless he stole money from their credit card or intentionally withheld information that resulted in a huge bill, there is no reason they should be getting their lawyers, even if he did "piss them off."
But I highly doubt that anyone could be in this industry for more than a year and not have totally irrational customers. I met them my first week in a store.
I had my own retail/wholesale/manufacturing business for 6 years. It was not this industry, but regardless, I read time and time again on other boards how my competitors were having so many problems with their customers, claiming they were trying to rip them off, or that our market was "saturated" and that's why they couldn't keep customers. Yet, never once did I advertise, other than word of mouth, and yet after six years I sold what became an international business for quite a nice sum of money... well more than you'd think a little home based business co...
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"no one ever tried to rip me off"
that is NOT possible with customers.
Why do I say this? because my uncle owns a small christian bookstore that is a staple of the community and if he can go THREE DAYS without people trying to rip him off he considers it a good week.
So maybe you had a better than average customer base, but to say no one tries to rip you off is either obscuring the truth to try and push a point or you are the luckiest business in history.
People will try and rip you off.
Why? Because people are selfish. It is what motivate people.
Cust calls in and right off the bat she starts in saying how she's had 5 exchanges on her Blackberry curve and that she wouldn't be satisfied if I was not able to swap her phone for a different make and model entirely. I went through the routine of getting the info from the phone and everything, bypassing troubleshooting as she had been through enough as is.
She had indeed had 4 exchanges on the device, however two of the three most recent were insurance replacements and not warranty replacements. So technically she was not eligible for a make and model swap. I spoke with my supervisor and he approved a courtesy make and model swap as ...
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Best of luck with that one. Let's see if she actually follows through with her threats. Hopefully the lawyer is smart enough to see that he'll be hard pressed to show anything illicit on the part of your company.
However, there ARE ...
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I am happy to hear that you hold yourself to high standards, Queen. That is something to be proud of, and worth patting yourself on the back, as well as letting people know such a performance IS possible with consistency.
Of course we can't be all things to all people, but in these times, we should be approaching such a situation looking for help to avoid it next time, not telling war stories to look for sympathy and pass bl...
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If you haven't had at least one completely unreasonable, out of control customer, you haven't been in wireless that long. People come in thinking that if they intimidate you, they will get what they want. When it doesn't work, they get more angry. I've never had a customer threaten to try and get me fired, but I've definitely seen the customer that EVERY OTHER salesperson on this post has seen.
Somebody needs to wake you up from your fantasyland, or maybe you get all the easy customers because your co-workers can sense that you're out of touch with reality.
Add that to a customer having a bad day, and they will simply explode towards the employee because it is someone they think they can yell at and never have to apologize for it. Kind of like how the internet has the tendency to turn people into jerks.
As business evolved into larger companies, the personal attachment customers had was lost. Large companies began to compete with each other by giving away things and teaching people that "the customer is always right" and "the customer pays your check".
The business relationship has been changing from one based on mutual respect to one of master and servant.
Which leads us to where we are today. More and more customers in a widening variety of industries believe their business is so important that the CEO should kiss ...
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Anyone who works in a store, corp or not, has been asked to give away a Bold or a Storm or an iPhone because the customer "deserves it due to their loyalty".
But if you choose to re-read my post, you will see I was discussing the attitude of customers in general, not just in a cell phone store. So going to sell kitchen appliances really wouldn't remove me from the situation.
So if you're needing to be a jerk, at least appear to be somewhat coherent and suggest I go into ditch digging or work for the government or some job other than sales.
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taoareyou said:
So if you're needing to be a jerk, at least appear to be somewhat coherent
Dude. You typed two pages worth of text bitching about how everyone wants high end phones for free (US retail high end). Someone has to be a jerk to push you off your high horse. Let me be abundantly clear since you didn't get it the first time.
You are at the bottom tier of an incredibly long chain that goes to the CEOs. You are nothing. Stop acting like customers suck because you can't sell them. Obviously if all of you vags bitch and moan about how your prices are high then YOU ALL HAVE THE SAME PRICES (or close to it). Where the **** are these people going to go if you ALL HAVE THE SAME PRICES?! Stop trying...
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ikon said:...
Dude. You typed two pages worth of text bitching about how everyone wants high end phones for free (US retail high end). Someone has to be a jerk to push you off your high horse. Let me be abundantly clear since you didn't get it the first time.
You are at the bottom tier of an incredibly long chain that goes to the CEOs. You are nothing. Stop acting like customers suck because you can't sell them. Obviously if all of you vags bitch and moan about how your prices are high then YOU ALL HAVE THE SAME PRICES (or close to it). Where the **** are these people going to go if you ALL HAVE THE SAME PRICES?! Stop trying to use faux pas catch phrase words to appear intelligent and belittle random internet nodes an
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You are at the bottom tier of an incredibly long chain that goes to the CEOs. You are nothing.
Another fine example of the mentality that's been created. This person believes others do not deserve to be treated with respect simply because they don't own the company they work for.
I hate to burst your bubble, but your views don't define anyone's reality but your own.
Feel free to continue to kick and scream all you want, hurl a few insults in for garnish, then you can wander off and be angry elsewhere. In my reality, I don't care what you think.
taoareyou said:
Feel free to continue to kick and scream all you want, hurl a few insults in for garnish, then you can wander off and be angry elsewhere. In my reality, I don't care what you think.
Feel free to think you know how to sell a pda haha
Why don't you go sell dish washers nobody has a ball and chain around your neck.
You are at the bottom tier of an incredibly long chain that goes to the CEOs. You are nothing.
Obviously if all of you vags bitch and moan
Feel free to think you know how to sell a pda haha
Someone has to be a jerk to push you off your high horse.
They will lash out repeatedly, trying to attack what they perceive will "hurt" you in retribution for your willingness to dismiss their childish behavior.
This one states his goal is to clearly "push you ...
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