Shop Talk

Okay I'm monitoring a call which escalted to 3 departments... This gentlemen called in because his phone was shut off for non-payment $386.99, okay he set a promise to pay which he broke and only paid $175.00 4 days after the promised day and now we shut his phone off..he's yelling that he is a 100% disabled vet who fought for our country and has post tramatic syndrome and his mom just died and he has another relative who is dying and how can we treat our vets this way. The reps read him the notes and he finally fessed up that he set up the promise to pay but when he did he didn't mean it because he wasn't thinking and we should give him a break cause he is a vet. Sure I rspect those guys but to use it as an excuse for not paying your bills ...
(continues)

"I have to hold it right up over my ear to hear anything, unless I use speaker phone. Are all the phones like this?"


As opposed to holding the phone to hear it using your .....?


Last I checked that's what our ears were for. Please explain if I'm wrong!

I'm waiting for the backwards-talking midget from Twin Peaks to show up. 👀

This woman walks up, needs to buy a new phone at retail. I show her our lower-cost options, which are still 130 and 200 dollars. She gets pissy, says "well I'm going to call corporate and tell them how unhelpful you were! Thanks for not giving me any help!" and something in me flexes & snaps. I **** my head & say as politely as I can:

M: ma'am, I GAVE you options. That you didn't want those options isn't my fault.
Her: Well, I want a new phone under 100 dollars!
Me: That's not going to be an option you'll find.
Her: I can always cancel service and go to a different company!
Me: And pay the early termination fees for your two lines.
Her: .....
(continues)

Just kinda curious what phone has been the hottest Christmas seller for some of your guys stores. Doesn't matter what carrier. For my Verizon store, it's the Chocolate handsdown.

I had a customer come in earlier to pay her bill. We got to talking and she was telling me about how her family was Jewish and what some of their traditions were for naming their children. She was really a nice old lady. Right as she was leaving she turned to me and wished me a "Merry Christmas." 🤨

I wasn't expecting this, and fumbled out a "thank you." 🤭

I hate it when people come up and they ask "what kind of specials/deals/promotions do you have right now?"
I can't answer that unless i know what you need! are you upgrading? starting a new contract? with how many lines? were you looking for phones or accessories?
and then they answer those questions with "i just want to know what the best deal is." I can't tell you what the best deal for you would be unless i know what you need! I don't want to dangle a deal in front of you that you don't apply for, then whatever i offer you after that seems like a bad deal. Why is it that when you ask a potential customer a question they don't answer and instead ask you the question again?

I also hate it when people ask you to see the "latest and g...
(continues)

So this chick, we spent probably an hour just chatting it up, building a rapport because that's what she wanted... ok, I'm cool with that... I'm hourly now so making sales usually does me no good...

She wanted to place an order for a line of service so we were talking phones, looking at the skins available and such and then we got to the part where we were going to need a credit or debit card and she just flat hung up on me.

It's rude. At least say "Oh, ok, I don't have one with me." or something instead of hanging up, especially when somebody has just invested an hour of their time in working with you.

Or do they just not realize how rude just hanging up without saying anything is or is it just Big City mentality... if I can't get...
(continues)

you may get a chuckle outta this;

Me: Thank you for calling SP.... together with Nex.. my name is ....., how can i help you??

Cust: " i want to talk to you about my bill"
Me" I can Help you with that, may.(he cuts me off)Cust" you people are charging way to F***ing much."

Me" i'm sorry to hear that, can i get( he cuts me off again)Cust:" you service sucks royally in my basement, i need to hold the phone up and use my handfree set to get a call out"

Me: 👿 :" again, i'm sorry to hear that sir. i need to get your mobile( cut off yet again)Cust:" you know if i don't get decent service you are in breach of agreement and i don't have to pay this bill."

(now im angry) 😈

Me: " sir, i need your mobile number so i c...
(continues)

Who here, aside from myself, directly works for Sprint Nextel Inc. either in a corporate retail store/kiosk or in one of their call centers? Shoot me a PM with your e mail address.

I Hate this. There are only two employees here me and my co worker. Im dying. So underpaid. And to make things worse my boyfreind called it quits after all the **** I put up with him !! I need a new job I hate this JOB!

So a CSR just called saying that an existing customer wanted to add a line to their account (I should point out that because of the holiday there are no specific departments in our building... everybody does pretty much everything... everybody ends up being sales until after the holidays.) but the CSR, being useless, didn't bother to ask the customer's name or any other information, just that it was a customer.

For all the help he was he should have just cold transfered the customer. If you're going to warm transfer (or even just on general principle.) you should at least get some basic information... like the name of the person you're talking to.

Cing. to raise txt price from .10 to .15 cust can break conract with no penalty.

I love it when a lady in chicago calls in and wants a credit check and gives me multiple SSN's or when a person calls in and just has a question...then he answers his own question and hangs up. Or when they try to use their EBT (food stamp) card to purchase a phone. Or even better yet when a guy calls in and says his name is Jennifer. This job is very fustrating at times but bc of these complete idiots I can a have a few laughs throughout the day. Thanks idiots! 🤣

Those of you who are scheduled for christmas day I laugh at the grip the man has on your souls. Have fun being in the same boat as gas station clerks. Peons

You are talking to a customer who sounds like they are in a tin can, and then you hear the toilet flush....

they decide to vacuum while going over acct..

What are your Pet Peves when you are dealing with our wireless Customers??

We're in the final stretch of the holiday season. Anyone see changes in sales. I'm pretty constant.

She has no idea what her phone is, just that it's got a camera and needs a new headset. She thinks it might be a "Nikia" type. She says it doesn't have an antenna but that there is this little thing sticking out the top and cannot tell me what color it is but insists on describing in detail the headset she needs.

I can't help her find the headset unless I know the phone. She's getting pissed and oh she just hung up. Maybe she should find out what freaking phone she has before trying again.

So I was just at the bar with a friend who works at hot dog on a stick(aka muscle beach) she was complaining how customer whine about a $2 hotdog and how they don't understand all of the backend costs they have. I was trying to empathize with her on how we have customers that do the same thing and she got all butt hurt and started complaining about how her family has been with sprint and when her phone had water damage sprint made her pay the retail cost on the phone. Then I tried to make a simple analogy with her job and mine to make perfect sense of sprints stand point and she just got even more angry and failed to agree with me. Why is it that people only recognize their own plight's with their jobs but fail to see the similarities with o...
(continues)

Our store just received it's Celebrite UME36Pro a few minutes ago via UPS so we won't have to send customers anymore over to the other Sprint corporate retail store across town for phone book transfers which hopefully will give us more opportunities to upsell and acquire additional lines of service. LOL! There really is a Kris Kringle.

home phone number? Is anybody else tired of people giving you their home phone number?