Shop Talk

Because of something beyond my control. So yeah aparantly back in november there was a change in policy to where even if the phone comes up as reconditioned we have to go in and put the upgrade fee AND waiver on.. i was always told that if it comes up as reconditioned we do nothing.. its done thru a backend script.
Was also told that in ensemble if we do a swap and are waiving the fee we do nothing.. just dont add a charge dont credit a charge simple as that. Well with the new quality forms we have I failed it, because aparantly no matter what now we have to put the upgrade fee and/or waiver on its not done thru the backend script. Great.. but guess what.. as with everything else I wasn't informed and it looks like mostly everyone else was...
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I work in call center and never have worked at a store, but I would LOVE to! So I ask this b/c I truley don't know and want to hear it straight from the horse's mouth (ha what am I 80 with that saying lol)
ok, when you do a new act or upgrade for a customer and they declined add ons like sms package or internet package and do not request to block it, do you have the ability to notate that they declined a plan and declined blocking a feature? Not like it will matter when they run up a huge bill in pay per use sms or wix cuz some rep or retention folk will just credit it for them anyway, but just wondering for me.

p.s. if you need help in a store in Fort Lauderdale, Florida I will be looking for employment in August 😁

Ok, this might sound heartless or maybe she got me on a bad day ( i have the worst cold and i sound like a senior citizen zombie) cust was transffered to me from cust care, my dept is finance ( payments/ payment arrangements and some general whatnot) cust wants an arrangement to pay $100 on april 1, and i keep service active (on). checked on acct. , no interruption date and her due date for current bill is on the 18th checked payment history.. she owes $200+ for current bill and 300+ of past due. last payment was on oct,07. and bec of that she is now 120 days pd. i was baffled how she was able to keep service on for that long w/o payment. looked further on acct she is on the cheapest $39.99 but she constantly goes over her minutes hence t...
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he was asking about a BT headset, and I quoted him our prices. I had to choke back "how stupid are you?" either way I answered that question would get a "thanks, I'll think about it." I coulda told him that we're the lowest price on it, which I know we're not, but then, I haven't shopped for BT headsets ever, and really don't know. the industry standard for the one I was showing him, the plantronics voyager 510, is $80. go fall off a bridge.

Gah!
For some reason the music ID service won't let me subscribe to it. It worked fine for the three day trial but now it wants me to subscribe (obviously). But when I click on the link to subscribe it says "Your device does not currently have any Browser Configuration Service Book Entries....."
The internet works. Service books dont help...taking the battery doesnt help.
I have explained this about 6 times now! and I don't have any time to call in expect while at work...shouldn't be a problem since I have ALOT of time between customers. However, because of cold transfering I have to re-explain everything, they have to start at page one...again, and it takes forever!

If anyone knows how to fix this, please let me know!

me: "_______wireless, this is_______, how can i help you"

c: "is ____there"

m: "no, how can i help you"

c: "i'm calling for______, mobile # ______, she bought a phone and told _____to strip it down, its suppose to be just a phone"

m: "i'm sorry, can you explain more"

c: "he was suppose to block txt, web, etc"

m: "oh, ok. well, what seems to be the issue?"

c: "i just got my bill and the kid (note: not his son or my son, but "THE KID") rang up at least $30 in txt and web use. why didnt ____ take all that off the phone. that was part of the plan that i paid for and signed up for"

m: "well sir, i'm sorry, i dont know why he didnt do that."

c: "why didnt he?!"

m: "i just told you, i wasnt there, so i dont know what h...
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Ok, so I get this angry woman one my line. She is very upset because she made 5.95 payment yesterday over the phone with finance and her phone still is on. I look at her balance, indeed it was 5.95. She says she has also been trying to make a payment online but it isn't going through. I work in sprint retention explained to the cust that she would have to speak to finance since she made a payment with them yesterday. Women starts cursing at me to get her phone back on. I keep explaining to her that I am the cancellations department and I need to get her to finance. She then says well I'm going to cancell and go somewhere else. and that now she is speaking to the right dpt. I ask how can I help? She starts cursing and now turn my phone on...I...
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The three brothers around the corner from my store just started stocking Bawls... which for anyone unaware is an awesome energy drink...

Work just got a whole lot more interesting... the fact that we are all getting hyper as hell combined with the drinks name has spawned the following to be common terms used around the store.

"do you know where i left my Bawls?"

"Is that my Bawls in your hand or yours?"

"you have Bawls on your chin"

"Why does Bawls have to taste so good"

"I NEED MORE BAWLS!!"

I love my employees

Cust looking at out coverage map...

Cust: Why are there some cities with stars next to them?

Me: Cause those cities are that states capitol.

Cust: What does that mean?

Me: 🤨 🤨

My team is now on day five of training to move from sales to retention, and I think I may have to kill myself...
There is nothing (in my opinion) more pointless than sitting in a room listening to "example calls," which are completely non-interactive and provide nothing except pure boredom. Just let us go do this already!!!
Sorry, just needed to rant.

p.s.- did I mention that they decided to have this M-F, 8-5 training during our college's spring break?? Most of us are students, and this is very close to torture.

Visit starts like this......

Me: Welcome to ___ how can I help you?

Cust: You speako spanish?

Me: 🤨 No.

Cust: Oh...... ( cust looking at phones) How much this phone. I have contract already.

Me: Well if you are currently in a contract and looking to replace your phone you will have to pay Full retail. The full retail price on that phone is $249.95. ( I point at the full retail price in the price card)

Cust: Oh...... How much this phone?

Again I point to the full retail price on the price card

Me: $199.95.

This time I tell him "you will be looking at the Retail Value on all the price sheets.


Cust: Oh...... How much this phone?

Me: 👿 👿 $399.95 (again I point at the price card where is says Re...
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Sales force is not fun. If i wanted to be a telemarketer i would go work in a call center, not a retail store.

Slippery Slope: All the reps in my store hate sales force,resulting in low store moral, which leads to a drop in sales, which results in lower commission checks(not that they are correct anyway), further resulting results in even lower store moral.

I agree that sales force is a good idea to reduce churn and improve add-on numbers, but i think that someone in a call center should be doing it. Get off my back about it and let me sell face to face!

I just got a Blackberry 7290 brand new for $25. However, it is locked to Cellular One. Blackberries were one of the only devices they actually locked. Does anyone know of a FREE program to unlock it? Please!

Then dont get mad when you get treated like a moron. 👿 Nuff said. I think most know what i'm talking about. *screams at his last 2 customers*

👿 👿 👿 👿

*looks around for a Butcher Knife. 😈 *

I get so pissed off when custoemrs call me to dispute their overage or any additional charges made on their account...They are always like "I never did that"...yea please why dont you call your local electric company and tell them that..I never used that much electric can i get an adj?..or how about some courtesy kilowatts...Or call your water company and tell them i never took that may showers can i get a credit on that or something...I just wanna be like listen..You did this on this date and thats it you talk to much just the same as why you have me on the phone for 45 min thats why you have overage cuz u cant shut up!! or you bought a ringtone I know you used the internet dumba$$ i mean get for real here...


***sorry about that i fee...
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Yesterday I emailed my manger asking for a raise. They have me as restricted keyholder doing everything a supervisor would do except I don't have the pay and the title. I asked my manager before and he gave me this lame excuse. One of my co workers is trying to get full-time but he told the manager he'll only come full-time if he gets a raise. My manager told him that he'll ask his manager, now he was just feeding me this crap about the company doing cutbacks if you knew that, what is it to ask the district manager? I feel taken advantage of, I feel like they're using my services for free. I'm responsible for money if it's missing and it's a risk if I'm closing one night and get robbed. I'm always taking one for the team but I can't get one...
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chau on... (wonder if her middle name is down... yanno like chow down on??) ok ok bad joke sorry..

so, Big Red started a new program, that abolished the secret shop. NOW, they are relying on the "customer" and I say that with a belly-laugh, to tell them how each store is doing.

we are a small retailer, but we have good customer service. our NPS (Net Promoter Score) is in the toilet. toothless indirects that send their customers to usfor free phone book transfers, even though they KNOW we're a competitor, and and we charge for those services, they've sent people to us. They have fantastic scores, such that we're getting pressured b/c we "have a horrible score." based on traffic in the stores, and volume of activations, there's feasibly NO REASON why we're doing this piss-poor. UNLESS Big Red told all of us that we can use our sto...
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me: "Yes maam, your min payment is (this) to restore today. I do see your over your minutes though.. i'd like to offer you some overage relief minutes. it's 5$ per 100 and it would alleviate the charges for being over the minutes (which in itself would have restored without a payment)"

customr: "I' dont have time to talk about that today or think about it. I'll do next week when I pay my bill."

me: "Ufnornatly maam, next week would be too late. Your cycle ends this evening, so we would have to add the overage relief today in order for it to alleviate your overage charges."

customer: "Well,k I told you. I dont have time to think about it. I'm in an emergency situation, driving and need my phone on in case someone needs to get ahold o...
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looked up from phone scoop and see my nephew running towards my kiosk, and about 50 ft behind him is his mom who's in the US Army and we haven't heard from her in about a month and a half. she's home from training and might have one more visit home before before her unit leaves for Kabul, Afghanistan in May or June.

She said she got in last night and hasn't had a chance to really talk to anyone.