Shop Talk

so my manager and i recently had a convorsation about what goes through our heads when custys start their sob stories about their phone/service/bill/life...

he said he just tuned it out and started poking through the account until he heard a bit of info that was relevant...

i told him i picture a monkey turning a giant crank while clown music played (you know the "doo doo doodledoodle doo doo doo doo doodoo doodledoodle doo doo doo doo" song)

well... today... he started vocalizing the song to himself with a custy talking to him... then he stopped and looked up at the customer... like 😳

A woman walks into my store with 3 kids and asks me to run her credit.

Big Money... No WHAMIES.... STOP!!

750 $ based on exsisting... (no surprises there)

So her children are running amuck in the store and she says "Wow, I feel bad for you... my kids just knocked everything off the shelf, and now they are reorganizing"

Me: 😳 👿

Custy: Hey (kid's names), Pick that stuff up!

Kids: No!!! 👿

Custy: Okay then, lets get some Mcdonalds...

I hate this job 😡

I just got on the clock about 15 minutes ago and when I got here there were 0 calls in queue...what a nice feeling that was...

Just had a customer call in.

C: Yeah, I have a question.

M: Okay.

C: My phone is out of warranty, and I'm not eligible until November. My phone is messed up-not sending/receuvung texts, it won't hold a charge, and constantly drops calls. I have insurance, so can I just get a new phone?

M: Well, insurance covers physical damage, however it does extend your warranty, so you could still send it out for repair.

C: Well my phone isn't damaged, like the screen's not broken or anything. I want a new phone soon.

M: If you don't want to send it in, it will be taken care of under insurance...(I know I'm not supposed to do this, but sometimes I don't like dealing with people) so if you want you can break your phone and get a new one...
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i just told a cheerleader, who was demanding i upgrade her phone because her parents who normally pay for her every want won't spend $300.00 on a new phone (she broke hers & didn't have insurance) because they just bought her a BRAND NEW BMW, basially to F*** off.

that felt nice. 😁

So I get this call from hell on Saturday from a customer who was generally just pissed off at Verizon in general. I work my ass off to solve his problem and when I get back on rhe phone with him, he just rips into me and the store reps (he was at the store too), something about how were clowns d*cking around and how he's going to get in contact with corporate and have us all fired. In general just one big ray of sunshine.

So we have those people that call customers back and survey them. Who do they pick, him ofcourse. The guy gives a 9 for "courtesy", he better I was way too sweet with him, and 9 for something like "taking responsibility of the call". But overall he gives me a 5. Basically sticks it to me cause he's got some chip on his s...
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So I do believe i'm getting rather cranky and it has absolutely nothing to do with my customers. It's our reps and our bosses. I just spent 3 hours in a meeting with the head people and all they wanted to know was why we were 114 in queue...I had to explain to them over and over that they have termed all of our good reps for various (and stupid) reasons and now, we are left with nothing but new reps with handle times upwards of 1,000 seconds. Apparently they just didnt get how that could be affecting our queue and by the end of the meeting I was so heated that I was practically threatening our Direction of Operations with flat tires and broken windows. When I left the meeting I took 3 sup calls and just burned every single customer into ...
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👿

She just had to go there and make it personal



And if they fire me because I told her to please stop talking to me that way I will flip


grrr

I had a woman call in, her first name was Shiva...I of course started laughing right away but it got really funny. One of my troubleshooting question I have to ask is " has the handset ever been dropped, damaged or exposed to any EXTREME TEMPERATURES? " All I could think was " Like EXTREME COLD??? "

Ok, so I'm confused.

Customer put a credit block on her own credit.

She knows it's there.

She readily admits to putting it there because somebody stole her wallet some years ago.

She's pissed that we're following the statement that she put on her credit.

So she's pissed off that we're doing what she asked us to do?

How does that make sense?

Is this a good headset? We just got ours in and it looks pretty sweet. What do you guys charge for them?

ever tell a customer the wrong thing and not realize it till they were gone? I told this guy that he would have to pay for a warrenty swap. He left kinda mad☹️ I just now remembered that he doesnt have to pay for the swap...and i dont have his account up so i cant call him back. This could turn out bad later...OOPS

Well...Im really bored right now...Im sitting on some available time and I got nothing to do, anyone got any suggestions?

17 cancelations
😛 **** off.

Incorrect procedure.
😛 You told me to do it that way. And your a month late on processing it. **** you.

You spent the whole day grilling another employee. Yeah, they won't quit.
👿 Morron.

Incorrect procedure no. 2, this is a write up.
Well this is an official **** You. 🙄 Sell some phones yourself.

You commission will be garnished.
👿 Die! Die! Die! You bald dented head Goonies freak of nature!

Some days its hard to resist my serial killer instinct...

so what exactly about "don't call up vzw and cancel your service" is so hard to comprehend? this customer comes in, and after an hour of trying to explain how 7 to 7 works (8.99 for 7-7 n&w as opposed to 9-6), she decides to port her number over from vzw. 2 hours later she calls up screaming how her phone doesnt work. well ma'am i explained that it takes up to 4 hours for the port to take place, meaning you will receive calls on your old vzw phone and make them from your new att phone in the meantime. Well she went right home after i told her not to cancel her old number with vzw and that they would send her a letter in the mail, and guess what? cancels her number. Now she can call out but cant receive calls. Great, so here i am for two h...
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is it better working at the store or in the call center? i'm just asking because i'm debating if i should try to take a job at the shop instead of the callcenter

Hey guys, got a question for those of you in customer care.

When a full access contact is added to an account, I've noticed recently it's not getting added in the authorized contact section of the account, but in hot remarks.

Why?

The reason I'm asking is this. I'm an indirect agent. I can't view hot remarks or notes on accounts from my store in eRoes. Has there been a policy change on how contacts are added to accounts? It's only been in the past few weeks that I've noticed this, and until I discovered calling coos to find out, I've lost a couple sales because of it. I'm suspecting its either a change in coaching or policy.

I'm just afraid it's now becoming verizon's policy to make life harder for us indirects.

Alright guys, Im a Warranty Representative for AT&T and I just got off the phone with this customer. He called in and stated that he cannot make any long distance calls, so I asked him " What happens when you try to dial a long distance call? " and he said that he kept trying to call a number he calls all the time and that every time he calls the number he gets a message that said " The number you have dialed is currently not available, please try back later. " so I asked the cust when he tried calling the number and how many times. He said he tried calling the number about 4-5 times in the last 5 minutes. I got the cust zip code and checked his coverage area and it was fine. I advised the cust that maybe he should call back at a later time,...
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CellHut Can't Understand That You Didn't Order The iPhone, Thieves Did

Last Friday, I arrived home from work to discover a mysterious package waiting for me. Upon opening it, I found... trash bags. Lots of them. Puzzled, I rifled through the box and discovered, to my amazement, that they had been used as packing material for a brand new 4 Gb Apple iPhone!

At first I assumed that it was a gift from a particularly generous friend. As much as I would love to own an iPhone, I am not generally an early adopter and had no immediate plans to buy one.

Further exploration of the box revealed an invoice from a company I had never heard of called Cellhut.com. To my shock, the phone had been charged to my Chase Visa card to the sum of $6...
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Have you ever had a customer try to negotiate prices with you?

C - I want to start service.

R - I'd love to help you with that. Did you know what phone and plan you wanted or did you need some information?

C - I want the RAZR.

R - Great choice. I have black, silver or pink.

C - I'll take black. How much are they?

R - They are $100 with a new 2 year contract.

C - That's kinda high. Can't you do better?

R - No, sir. That is the price unfortunately.

C - How about $50?

R - No, sir. They are $100. I cannot change the price.

C - Well, what do you have for $50?

R - We have the Sony Ericsson W200a and it comes with a $50 MIR so it would end up being free.

C - Why can't you give me the $50 rebate for the RAZR.
...
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