Venting!
Customer comes in. His phone is 14 months old and it quit working (won't go into details on what was wrong).
He went to where he bought the phone (RadioShack) and they told him to come see ME! I am an indirect agent. I do not have techs. I do not work on phones. But they told him all they could do was sell him another phone at full retail. He has the total equipment coverage on his account. He told them he uses his phone for business so he couldn't be without a phone. They told him there wasn't anything they could do, but maybe something I could. In general conversation about what his REAL options were (take the phone to a tech and the extended warranty should cover as long as there isn't any liquid damage or physical damage, which ...
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He went to where he bought the phone (RadioShack) and they told him to come see ME! I am an indirect agent. I do not have techs. I do not work on phones. But they told him all they could do was sell him another phone at full retail. He has the total equipment coverage on his account. He told them he uses his phone for business so he couldn't be without a phone. They told him there wasn't anything they could do, but maybe something I could. In general conversation about what his REAL options were (take the phone to a tech and the extended warranty should cover as long as there isn't any liquid damage or physical damage, which ...
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Oh wait...you mean because I vented about something! LOL Everyone vents about their job. It is a theraputic way to relieve the frustrations. I personally love this industry. I was in car sales and it was horrid. Unless I was to own a dealership I would never work in that industry again. Except for this one dealer I worked for in WV. I had to move from that area which sucked because they were the only nice management in the auto industry I have ever met.
But cellular. I love meeting new people. I make friends everyday. I see people in public that know me by name because I sold them something. I take pride in the fact that I am not just a simple order taker. Anyone can say, "there is the plan pricing...there is the phone pricin...
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But cellular. I love meeting new people. I make friends everyday. I see people in public that know me by name because I sold them something. I take pride in the fact that I am not just a simple order taker. Anyone can say, "there is the plan pricing...there is the phone pricin...
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crazyeaglefan236 said:...
Oh wait...you mean because I vented about something! LOL Everyone vents about their job. It is a theraputic way to relieve the frustrations. I personally love this industry. I was in car sales and it was horrid. Unless I was to own a dealership I would never work in that industry again. Except for this one dealer I worked for in WV. I had to move from that area which sucked because they were the only nice management in the auto industry I have ever met.
But cellular. I love meeting new people. I make friends everyday. I see people in public that know me by name because I sold them something. I take pride in the fact that I am not just a simple order taker. Anyone can say, "there is t
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You should have met this customer I had come into my store last week. We recently purchased a store that a corporate store once used. Ok so he secretary calls the company and they tell her she can come down and have the phone book swapped no problem. Problem is they never told her where to go, so she tells her boss to come see us. He waits in line like 15 mins, when I finally ask him how I can help, he goes into details and I tell him he needs to go to the other location across town where the corporate store has moved. This guy calls me back from his phone and starts yelling how he waisted his time in the store and if something like this happens again, some one will pay...lol, then he starts demanding things, he said he was sending his secre...
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Setting proper expectations all around. I get those everyday that come in and say, "Customer service told me to come in and see you and you would..." The problem is the . . . is something that I cannot do. I am also a Nextel service center and I get alot of, "Nextel customer service told me to see you and for 35.00 you can switch out my phone." They are talking about a refurb (equivalent to a FRU unit) which we CAN do here. But then I look at their phone and water is pouring out of it. I explain that water damage is not covered under this program and the customer says, "Not true! Customer care said you can swap it anyway. I told them what happened and they told me to see you." So needless aggrevation if the customer would have been se...
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