Ignorance.
I work at an Indirect Sprint store. i love my job and I believe in the value of what I sell. However, throughout the course of my employment with Sprint--and my work with the wireless industry in general--I've noticed how truly ignorant customers are of the processes, rules, and 'fine print' associated with wireless companies.
Here are a few of the many misconceptions and assumptions I hear each day. let's see if some of you reps can identify with me.
-"I paid xx dollars for my phone at ____; therefore, I should be able to get a new device at the same cost."
I'm quick to remind customers that when they originally purchased their phone, it was when they had first joined Sprint or renewed their contract. They entered into a legally b...
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Here are a few of the many misconceptions and assumptions I hear each day. let's see if some of you reps can identify with me.
-"I paid xx dollars for my phone at ____; therefore, I should be able to get a new device at the same cost."
I'm quick to remind customers that when they originally purchased their phone, it was when they had first joined Sprint or renewed their contract. They entered into a legally b...
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We have the exact same issues at Verizon stores. I would expect the same anywhere you go. The problem is the entitlement that customers feel because they're paying some big corporation some amount of money per month.
It's not like we're paying Mom and Pop Barnes at the corner store for service. I'm sure the Barnes' would do what they can to please me and keep my business. We're talking about multi-billion dollar corporations with executives who never really have to deal with customer interactions, even when they spend an entire day in the store.
People seem to think that big corporations really want business so bad that they're willing to bend over backwards for them. In reality, wireless retail is about consistency, no...
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It's not like we're paying Mom and Pop Barnes at the corner store for service. I'm sure the Barnes' would do what they can to please me and keep my business. We're talking about multi-billion dollar corporations with executives who never really have to deal with customer interactions, even when they spend an entire day in the store.
People seem to think that big corporations really want business so bad that they're willing to bend over backwards for them. In reality, wireless retail is about consistency, no...
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I work in a sprint preferred retailer, and worked at a corporate store prior to this for over 5 years. It's not just preferred retailers that deal with this. Corporate stores are expected (from a consumer standpoint) to take care of thier issue, no matter how jacked it is. As a retailer, we can say "I'm sorry, but you must go to the corporate store"
I have the luxury of having a corporate store 1/4 mile away, but I sure DON'T miss having to deal with customers' assumptions that because we were a corporate store, we could pull a rabbit out of our hat for them. Customers just don't understand...
I have the luxury of having a corporate store 1/4 mile away, but I sure DON'T miss having to deal with customers' assumptions that because we were a corporate store, we could pull a rabbit out of our hat for them. Customers just don't understand...
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You must have missed the days when Verizon would actually beg and argue with their customers to keep them when they decided to quit Verizon. Verizon used to literally write up and/or fire reps that did not offer free phones to customers who threatened to cancel. They had the lowest churn for a reason... they begged for it.
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Yeah, I wish cell carriers would beg and argue for my business. They should pay me to be their customer.
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It wasn't unique to Verizon. As an industry, we created this problem by doing anything we could to find, maintain, and keep customers. It was being done before Verizon even existed.
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I used to work there too and we'd also hear
"What do you mean you don't have a cheaper plan? I'm going to Verizon/T-Mobile/At&t/US Cellular"
Honestly, the only ones that would come close would be T-Mobile, but you're still not going to get all of the same offers that you're getting here.
I also would hear "Well you're not going to give me ____?? Well I'm just going to cancel and go somewhere else..." I always wanted to say Ok, so you think it's going to be worth it to pay your current bill, your last bill, the termination fee, the price of a new phone somewhere else, activation fees, and maybe a deposit, and in the end pay MORE for the same service that you're getting here? All over not getting a credit for something or getting an...
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"What do you mean you don't have a cheaper plan? I'm going to Verizon/T-Mobile/At&t/US Cellular"
Honestly, the only ones that would come close would be T-Mobile, but you're still not going to get all of the same offers that you're getting here.
I also would hear "Well you're not going to give me ____?? Well I'm just going to cancel and go somewhere else..." I always wanted to say Ok, so you think it's going to be worth it to pay your current bill, your last bill, the termination fee, the price of a new phone somewhere else, activation fees, and maybe a deposit, and in the end pay MORE for the same service that you're getting here? All over not getting a credit for something or getting an...
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I also work for an indirect dealer.
The one complain that I hate the most is..
"Look how long I've been a customer.."
"I've been a customer this long so I should be able to do what I want & get any discount that I want.."
blah blah blah.
so annoying.
The one complain that I hate the most is..
"Look how long I've been a customer.."
"I've been a customer this long so I should be able to do what I want & get any discount that I want.."
blah blah blah.
so annoying.
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I had someone actually try "Ive been a customer for almost a year, I deserve a free phone."
It's like... really? So you signed a TWO year contract, and we're supposed to be surprised you've been with verizon for not even HALF of that time yet?
It's like... really? So you signed a TWO year contract, and we're supposed to be surprised you've been with verizon for not even HALF of that time yet?
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My favorite is when they want to save money and be on a no contracted plan and still get the discounts on the phones. I am like i think everyone would want that, but sorry thats not going to happen.
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I have customers call in and say I need you to replaceme my phone at no cost, I have been with you for 5 years.
I am like, "really?" I have worked here 2 years and been a customer for another 8 years myself, they wont give me one!...lol
I am like, "really?" I have worked here 2 years and been a customer for another 8 years myself, they wont give me one!...lol
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