Shop Talk

For those that work in call center

ME: thank you for calling my name is ....... May I have your cell phone number?

cust: My number is ----------. I just need to make a payment real fast because I am on someone else's phone.

ME: NP. I will be happy to assist you. Who am I speaking with today?

Cust: You don't need to know that, just take my payment.

ME: Ma'am I do need to collect and verify who I am talking to and I will be happy to complete your claim as quickly as possible.

Cust: Oh ok. my name is --------------------. Now can you hurry up, because I am on someone else's phone and I dont want to take too long to do this. I am going to use my brother's credit card and I am ready to give you my cc number now.

Me: I will be...
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I have broadband service w/ Cricket, and my A600 modem sucks. I have to wiggle it around for at least 30 mins before i even get a signal, and it always drops signal 😡

So this weekend, i called them. told them about it, and the tech over the phone told me to take it to the store, and talk to the manager, and see if they will bill me for the $45 deposit/shipping fee for a warranty exchnage, or waive it...so me, thinking that i am a valued customer (i found out i wasn't), took it all the way to the store, only for the rep to tell me that my modem is broke, has water damage, and that they are not going to do anything about it....then he tried to sell me another one... 😡

i told him that the damn thing is not broken, that it is loose bec...
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No accessories, no understanding phones, no features, on fixed income, and really shouldn't have one.
It takes lots of patience. I have now done 5 in a row, and watched my co-workers all do the same, all freaking day.


...but on the plus side, if I say "Get in the kitchen and make me a pie", they will.


While I'm on the subjuect. We had one in a white lincoln town car drive through the entrance of one of our stores. She punched it and left skid marks. Never took her foot off the gas. They had to reach in and get her keys and put it in park. She said "I just had a question." She had to jump a substantial curb going uphill to do it.

We all fear the white lincoln town car. About 20 have pulled up today, scary.

the kiosk is idiot proof. it tells you exactly what to do. when you walk up, the screen happily displays "Touch screen to get started" in BIG LETTERS. Still, we have dumb a@3 people that stare at it for about 5 minutes then look ovre and say "whuh mah post ta do ta payz mah bill on dis macheen hea?"

WTF. monday is the best day ever..esp this monday when its bout to pour rain...the not smart come in.

Poop at work. Do you poop at work? Or do you wait until you get to your home to poop as some have the public bathroom poop fear.

not, im guessing there will be little to no business today seeing how the bengals are playing the ravens during the prime hours my store is open

So I figured this would be the best place to ask people,

"What are your best practices when pitching add-a-line's?"

My companies commission structure has recently changed back to new lines of service being where the money is at and I am a little rusty.

How do you add lines? and i guess.. put value on them instead of straight shenanigans and slamming lol.

any input is apprieceated

are you actually selling any of them?

a semi truck would plow through half of my store and just keep on going. Then I would close out like normal, after I lock up the good part of the store I'd call and say. Umm we did have a customer today, real fast angry fellow...

So Ive been in training for eight days todays the last day, then tomorrow back on phones, because we didn't have enough questions, he wants to throw us on the phones. I will scream.

Cust: When I push menu, settings, phone, call forwarding, off. Then it doesn't go to my voicemail anymore.

Me: What are you trying to do?

Cust: Look when I do that it doesn't work right!

Me: Well then don't push all those buttons. You won't have a problem.

Cust: Thanks for nothing.


Right? What in the world would possess you to keep making the same preventable mistake.

i have an hour and 20 minutes left of my shift and its killing me! lol. i just cant wait to get outta here 😳 . TGIF! 🤣

Customer (C)
Employee (E)

(C) Hi, need to pay a bill.

(E) Ok, I can help you with that. What is your phone number?

(C) "John Doe".

(E) Great! What is your phone number?

(C) Um, it's there - in the computer.

(E) Yes it is, and I can look it up if you provide it to me.

(C) Oh OK I get it; it's 555-555-5555.

(E) Great! Your blance is $260.00.

(C) NO IT ISN'T!

(E) No, I'm afraid it is.

(C) *blank stare*

(E) Are you maybe past due? Is this two month's worth?

(C) Oh maybe, ya. But only the $130.00 is due no the other half.

(E) Well both are due. Your bill from two months ago is past due and your bll from last month is currently due as well.

(C) No it's not. That bull***t.

(E) Ok, so you just want to...
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Agent Log: November 5th, 2009, 9:10am

Day 2 of the epic firing spree. Surpised to find myself still here after everyone around are dropping like flies. 10 people in 2 days, with whipsers of 40 total. No one is safe from this horrible monster we call work. My neighbor, here for 10 years, gone in 5 minutes. Coffee pots going dry... everyones on edge, wondering whos next im this epidemic. And as i sit here browsing the phonescoop forums, i myself wonder, could today be my last day....

Hello,

I recently read in an article, I can no longer find online, that in California the Public Utility Commission has ruled that a cell phone provider must offer a customer a rate that it provides another customer (even a corporate one with a negotiated discount)if the customer provides the provider with the cell account number. Does anyone know anything about this? I would like to get a better rate on my Iphone. I have a friend who works for Coca Cola and he gets 20% off of his cell service. I have called AT&T and of course they say they have heard nothing about this. But I just read it was mandated in an article on AOL but can no longer find the article.

Anyone know anything about this?

may i have your wireless # please?

and these are some of the responses i get:



-(click)

-you called me!

-oh, i have the wrong #.

-(they can hear me, but wont say anything for 3 mins, then they hang up)

-who is this?

-why are you calling me?

-you already have my #.

a custmer a came into my stor from what i gatherd he was having problems calling international to canada and hati but heres the catch not only did he not speak very good english but he also i had a bad studering problem it took 4 ever it was like haven a french porky pig im my damn store lol

So this older chick came in today and she started going down the line of phones and telling me how cheap she could get everything elsewhere. If it was such an amazing deal why didn't she purchase it there? And what does a 9 year old need with a Rogue? Just curious...

I could understand if my AHT was too low and all my other stats were out of wack, then yes punish me for it.

But eventhough my AHT is too low all my other stats are too (except Quality) so how come I get 0 points on my scorecard for AHT?

I am being punished for being proficient and knowlegable with my customers. Its not fault they have a completely relaxed hiring policy and most of the people that work in technical support shouldn't be.

What are your thoughts?

Please send me a customer who is actually tech saavy and likes phones like any android device/blackberry/iphone because of how they operate and not becuase they are the latest and greatest. I'd love to talk "geek" with a person about the phone and NOT have to stand there listening to them say stupid s%$t like "thats where that be at, you aint no wun unless you gots da droid phones" or "i needs to get my business on and luk like a pro wit dat blackburry, but i dun want dat innanet sh*t".

People are so uneducated. I've had about 239584 people asking me if "I gots dat droid" or "Where dat droid be at". Keep in mind i work for the magenta company. If these people were actually educated and interested in the Android platform, they would of kno...
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