Shop Talk

you know how when a customer is having problems with their phone, its not in stock or done thru tech so we send the custy one in the mail. they have to send their defective phone back to the warehouse. if they dont then they will get billed for the non return. what if the phone is damaged, of course they should be billed for it. however, i have never seen a note on the acct about it being damaged all it says was for the non return. has anyone else seen different?

So in almost two yrs that ive been in wireless ive seen dozens of water damaged phones..but there is something about saturated cells that cause amnesia in their owners bc not one of the people that i have delt with on this have admited to getting the phone wet.

what are some of the best excuses you've heard?

So I turn 21 tomorrow! Do you know what this means? Releif from the crazy customers! releif from the not worth it paychecks! and on an on.




Is it bad I am looking forward to being an alcohalic? 👀

So a custy comes in, and my co-worker and I are sitting here, doing whatever. He is having issues with his battery, which is a customer service issue (we have different sections, we are CASHIERS meaning we take bill payments, there is an ACTIVATIONS side, obviously, for new customers, and CUSTOMER SERVICE for phone issues), but being the somewhat nice guy he is, my co-worker took a look. The phone had water damage and the battery was damaged as well. My co-worker looked for a used battery to see if getting a new battery would help, but couldn't find one. He placed the battery back in the phone and told the customer that it was indeed his battery, and gave him the price of a new battery. The custy powers on the phone and starts screaming...
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when customers call in to complain and YOU CAN TELL that they've practiced their little speech and are just reciting it. gah. i swear sometimes people write down their stupid complaints and just read them off.

Hello. I am new to this posting thing, though I come onto phonescoop often. I need help.
I am a bit new at being a manager but seem to be doing ok. the problem is i have a new employee. He has been here for a little over a month. Everthing seemed to start out fine, he was a bit of a slow learner but seemed eager enough. now I know it takes a bit to understand everything about cell phones and the industry but he still doesnt seem to have the basics! How long do you usually train people/get trained before its a good time to let a person on their own? I'm not sure if I'm just not taking enough time with him, explaining things well enough, or if he just simply takes a long time to grasp new concepts.
Any tips or advice?

I don't know how many of you work in a kiosk, but do any of you get random people coming up to you asking when other stores open? I had four people in less than 3 minutes! One lady came up and says "Excuse me, do you know when the Disney Store opens?" When I replied "10:00," she said "Do you think they will open early?"

Now, WHY on EARTH would someone open early for ONE customer, (Because you're in a rush) when they don't open until 10?

I had two of our customers come up (And of course he doesn't speak very good English) asking what time we open. When I replied 10, he said "ok, I come back." This happened at about 9:35am today. He came back at 9:45 asking the same question. 🙄

Then, an elderly man asked, and then a work...
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C - I was in the hospital for a week and you guys shut off my phone! I have been a customer for 7 years. I do not appreciate you guys doing that!

R - I apologize about that, but it doesn't matter how long you have been with the company, sir. If there is a past due balance, they will shut off the phone.

I said it a little bit nicer than that. Besides, if you were in the hospital for a week, why is your account a month past due? If you are in the hospital for any extended amount of time, you should have someone taking care of your finances...in an ideal situation.
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C - My phone doesn't work and I need to have it replaced. It is still under warranty.

(There are multiple responses here ...
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i took an esc call from a store rep. a custy got a moto q9 and the store rep who sold it to her told her she would only get billed kbs on a pay as you go plan if they did downloads. so they got their bill and had over 300 bucks in kb charges. the store rep called in and said that did tell the customer wrong. can the store not issue the credit and it go thru an approval process? i had them note the acct and i submitted the credit but its going pending. any thoughts on this?

anyone here a TTY operator? whats the funniest convo you had to repeat, and have you ever broken out of professionalism? i would have, this is why i would never apply for something like that.. cause out of the 5 times i'ev used the service, only once, was it not a prank. had a deaf guy lookin to rent out of the rooms in an old house i was stayin at in chico last winter...

Sit back and get ready for a tale of stupidity and absurdity. The main characters of this tale are me, an AT&T rep working in a former Cell One store, and my customer. Here we go:

A gentleman walks into my store and comes up to the counter.

"How can I help you?" I ask.

"My phone is defective and I need to either have it repaired or replaced. It is under warranty," he tells me. "It is a business phone so I need it ASAP"

I could tell he is frustrated from his tone of voice so I answered "Sure. Let me take a look at it."

The customer hands me a Samsung flip phone that looked as though it had been to Hell and back. The outer screen is busted and the phone looks as thought it has been chewed on by a dog. I flip the phone open to fi...
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"But I'm giving you two phones, cant you work with me"

customer comes up and lays his State ID on the counter infront of me.

🤨 👀

M- nice picture... what can I do for you?

SC - i needs a phone fella, what do you think I gave you that for?

M - ok I don't need that yet...I need this sheet filled out...(handing him the credit app)

SC - whatchoo need this for? what's a Sisson? 😳 👀 (looking for hidden cameras)

M - ok sir you'll need a $5000 deposit and have to wait 30 for the phone to be activated ... 🙄

SC- (disappointed at the news) man you mean i need to wait to use it?

....As I had expected he needed a $150 deposit
....Even more expected, he didn't have it 🙄

I have a Q directly from verizon F.R.U dept. i warrantied than bought another phone. only had my # on it for a couple hours. asking $120 with a 1 gig mini sd and a home charger. live in yucaipa CA.

By the hoof of the Locust Horde, Sprint is dumping Pivot due to the "high complexity" nature of it! Makes you wonder what Sprint will drop next...WiMAX...QChat...maybe the whole company?

My store recently switched from Cell One to AT&T. Since the switch, I have had so many people come in with totally incorrect information. Here is an example:

A man and his wife came in.
C = customer
M = me
W = customer's wife

C - Do you have a car charger for this phone?

M - No, sir. We are sold out right now.

C - Okay...Hey. I just wanted you to know that we are going to cancel our service as soon as our contracts are up. AT&T's plans suck compared to what Cell One offered. So we will be switching to Verizon or someone else.

M - 🤨 Actually, Verizon and AT&T have identical plans except AT&T offers rollover which allows you to keep unused minutes.

C - But you don't have cell-to-cell.

M - Actually, we do have mobile-...
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what is your definition of a good customer that will make you try to help them out the best you can?

In a call center than any other industry I can think of. I mean I talk to between 80-120 people a day and they NEVER call to say service is good. All they do is call and complain. Most of them don't realize that getting angry doesn't help. I get called every name under the sun and moon on a daily basis and people wonder why I feel so bad about myself. I'm so tired of people thinking because I work for "Sprint" its okay for them to call me names, curse, yell, and scream like it's okay. If you go into any store and yell and scream and curse at anyone, they ask you to leave. Here, we have to take it. We can warn them but they never listen. Arggg.. I'm done for now.

I saw it last night verizon will give you a free LCD TV with a 2 yaer contract.. LoL well that kills my do you get a free tv when you sign up for cable line

SO, in my own personal hell, I mean, call center, we have a bonus based on QA's. The only requirement for us to reiceve the bonus is that we be employed the first and last day of the month and get a certain average on our calls (no problem here, I am excellent on quality). The bonus is like 300 bucks a month for 4 months to be paid in Feb. Well they made a mistake and paid out one month in December and now they are taking back the whole 300 (we paid taxes on it in DEC) and not adjusting our taxes and then re-paying it in Feb for us to pay taxes again. First, does it seem fair that we have to pay back the bonus in the first place (since we rightfully earned the bonus) and that they are not adjusting the tax? Just another thing that makes...
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