Shop Talk

I work for an authorized dealer. We used to be Cell One, but we are now AT&T as of December 9th. I have been made aware of a horrible flaw in the migration. Cell One stores are not able to access closed accounts. Period. End of story. There is no magic override. If the account is closed, we cannot view anything or take payments. When a Cell One customer migrates to AT&T, their Cell One account closes and a new AT&T account is opened. When they get their final Cell One bill and come in to pay it, they can't. We cannot access closed accounts. The customer must do the payment over the phone with customer care or go old school and send it through the mail. I have had numerous customers get PO'd when I tell them this. It got to the point that the...
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if i hear a customer tell me this is what your going to do for me i make sure that i do the complete opposite of what they want. 2nd, if i get on the line and the first thing they say is i have XXX amount of lines and i own my business. what are your stories out there ofwhat a customer can say for you to automatically shut them out?

you ever realize that when we're suppose to be the in the happiest jolliest time of year, that our customers want to tear all customer service people a new anus? besides the norm of me getting all the angry mob-like customers. i get the super rude, can't wait 2 seconds before they cut you off and scream at you people. CHILL OUT, tis the season to give, be thankful and be extra nice.. why the hell do you gotta come in kicking and screaming before you can tell me whats wrong so i can fix it? my patience gets shorter and shorter the further on we get into the season. anyone else notice they get more angry customers during this time ofyear?

What is your Gravitar of?

how to fix a problem...

guy: there is a little clicky thing happening with my battery cover

I check it out, it's not a hear click, but a to him "feel click"

me: it's isn't anything that will affect the phone.

guy: I know but it's bothering me, i just paid $500 for this phone and picked it up two days ago: (500 for a touch= idiot)

me: it won't mess up the phone, but if anything does happen you have you'll be covered

guy: but i want to just deal with it now... "i paid five hundred dollars for this phone"

.....or so says this guy.

M- Me
C- Custie


C - My son here broke his phone...what are my options.

M - Well, let's take a look at your account and see if we can upgrade him.

*Asks for info and opens account*

M - Okay, well he's not available for upgrade, so unfortunately there's really nothing I can do for you here. Your only option with me, is to add a new line of service and get the phone at a discounted price.

C - Are you kidding me?! What's the cheapest phone if I just buy one?

M - I actually just can't sell you a phone..I could lose my job. All of our phones have to go out the door with either a new activation or an upgrade.

C - (getting heated) This is ridiculous! My son needs a new phone! He broke his, and he ...
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😁

I don't care about being "politically" correct!!! I have said it my whole life and I am not going to change just bc some ppl dont appreciate me saying it.

c-customer
m-me

This just happened today...

M: Thank you for calling --- This is CK may i please have wireless number you're calling about.

C: 123-456-7890

M: Thank you and may i please have name and password on acct

C: Tamara Smith and password knock3x.

M: Thank you and how may I assist you today.

C: I was calling about reinstating my service because I was talking to previous agent that my phone will be OK in 4 hrs.

M: OK ms smith let me just check info here in your account.

(after a min)...

M: Ms smith..thank you for waiting. I can see here in your account that you have a total balance of $537.40 including your past due of $375. You need to clear past due on your account to reinstate your service.

C: I can...
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"...at that machine...in cash?!?"

Was the question that a random customer just asked one of our reps. Um, yeah, it's a payment machine. It takes payments. You give money, it takes your payment. That's what it does... It's made so you can quickly (well, depending on your IQ...) make a payment without having to wait in line for a rep.
🙄

When I started here, I thought customers would start to be less apprehensive about the magical and mysterious payment machines over the years. I was wrong. A lot of customers are still afraid of them.
🙄

http://techland.blogs.fortune.cnn.com/2007/12/17/a-m ... »

That’s why some analysts (and activist investor Carl Icahn) argue that hanging up on the cell phone business could benefit Motorola (MOT) shareholders. Case in point: While phones sales were down 36 percent last quarter compared to the previous year, sales of home and networks mobility products were up 6 percent and the enterprise mobility solutions business was up 47 percent.

All speculative, but that makes me happy.
😁 😈

I have Verizon. I work for an Alltel agent. Is that so wrong?

I haven't said this in a while, it generally isn't an issue however if I don't get this out of my system I may well explode and take out the entire department with me.

Whatever incompetent moron wrote the ordering software we are forced to labor under has the programing skills of a gawd d2mn toadstool... which is to day they have NONE!

We've spent most of the day in cue with up to 10 minute hold times largely because the software is so worthless. It crashes 20 times a day, takes the better part of eternity to load ANYTHING, won't function properly when it is up and running and then half the orders don't complete properly for no apparent reason and have to be canceled and re-done anyway!

I'm so sick of this software and it's making ...
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😁

I need some ideas to get back at my coworker who put vaseline on the store phone....lol..

Any ideas?

OMFG

So this guy comes in here. Greasy, fat, doesn't acknowledge me when I say hello.
I say Hello again
Me = Lovely me
GFC= Greasy Fat Customer

Me: Hi, how can I help you?
GFC: *ignore*
Me: Are you looking for anything in particular?
GFC: I WANNA BUY A PHONE! What deals do you have now?
Me: Ok, for a contract or pre-paid?
GFC: I already got a contract
Me: Ok, let me pull up your account, what are the last 4 of your social?
GFC: I dunno!!!! 👿 It's in my son-in-laws name
Me: Well I'm sorry sir, I won't be able to get you a new phone then, and since I don't know what plan you're on I can't really tell you what deal you would get.
GFC: I JUST WANNA BUY A PHONE!!! FORGET THE ACCOUNT!!!
Me: I can't make your new phone wor...
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Ok heres the basic facts of the situation-
I am on a sprint family plan
Its my Uncle's account (same account for 7yrs)
There are 9 lines on the account
the bill averages 430-450 a month after tax
I am unsure of my LTV/ or $ (dollar signs)
My line is a secondary line which currently has unlimited text pak, no power vision pak because my current phone blows,
My contract is up in a year


Any thoughts or Suggestions? I hate to do this but i have a crappy Sanyo 8400 which is on its way out after less than a year. What would you guys do?

So i just read the "I laughed at a customer" thread and it reminded me of this.

The other day a cusomer of ours comes in to my location and was talking to me about his "old" plan. He said he disconnected with us 3 months ago because he went on with his wife but he wanted to get back with us because of better coverage.
Sounds good right?

Well he told me about his old plan and phone and he said he had his plan for a year with the iPhone. I asked him if he was sure and he swore up and down he was. Then he asked if I was calling him a liar and got upset. He asked to talk to my boss and he laughed as well.


You see the thing is this. That all adds up to around 15 months ago of him having the iPhone. Not possible. Also we are ...
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I hate them all and I hope they drop dead...

I shouldn't say that, it's horrible Karma, but after the 15th person chews me out because they phone that they just HAVE to have isn't there yet I really really mean it.

And the phrase "I know this isn't your fault but..."

Makes me want to beat somebody with a blunt object.

Sure you're not blaming me, you're just taking it out on me.

Bish

Batard

And you... new caller... GET OFF THE D@MN SPEAKERPHONE before I bludgeon you.

If i had to pick the ONE thing that custies do that irritates me more than anything else and puts me in a bad mood quicker than anything else, it would be interrupting me and not letting me talk! whether it's in my opening, and they won't wait the 3 seconds for me to say "thank you for calling Big Yellow, my name is Andi, what can I help you with today?" or i'm trying diligently to answer their questions and they keep overtalking me, usually with a re-worded version of their originaly question, which i already understood the first time. And the WORST, is NOT letting me get out my closing!! When they keep saying "ok. bye. ok. uhhuh." JUST SHUT UP til i'm done saying, "thank you for calling Big Yellow, you have a great day!" Is that REALLY ...
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Anyone here work for embarq or have or even knows of someone who does? I was offered (what seems to be) a really good job there, making bank. But I've heard alot of negative things about them as well. Any suggestions?

Me : "Can I please have your mobile telephone number, area code first?"

Dumb Custie 1 : "My what? Mobile number? Why would I know that, I don't call myself hahahah"


Custie right after that :

Dumb Custie 2 : "I don't know it, I never have to call myself hahahahahah"



Me = 😢 😳 😕 😡 🙄