Shop Talk
Customer excuses
Is it me or does every customer who has a problem with their phone, have some sort of excuse as to why they need it replaced immediatly in the store. I had some customers in the past few days say they have a problem with their phone and need it because their mother is in the hospital, or their phone IS their business line. I can't think of any crazy excuses customers have made up but maybe you have?
Discuss.
Discuss.
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Here's one for you...
I had a customer not long ago trying to argue over why I should violate federal privacy laws to give them unbilled usage information (a phone number that they had recently dialed). "It's his birthday, and I haven't talked to him in a long time!!!! I NEED that number!!! I can't wait for the bill to come out!!!!"
He was immediately directed again to Corporate Security when he insisted that I call Customer Service AGAIN to verify that policy.
Customers. Can't kill em, or we'd make no money.
I had a customer not long ago trying to argue over why I should violate federal privacy laws to give them unbilled usage information (a phone number that they had recently dialed). "It's his birthday, and I haven't talked to him in a long time!!!! I NEED that number!!! I can't wait for the bill to come out!!!!"
He was immediately directed again to Corporate Security when he insisted that I call Customer Service AGAIN to verify that policy.
Customers. Can't kill em, or we'd make no money.
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Haha. We just have to put up with the stupidity and chronic liars who try to manipulate us. Damn people.
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Most of em cant even work their phones what makes them think they can work the system?
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Yup...federal privacy regulations say we can't talk about the unbilled usage on an account other than sheer number of minutes used prior to the bill posting.
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I read it on the FCC website. However, as I have no access to it here at work (though they give me access to PS 🤣 ) I'll have to find it to post it. Our care department forwards those inquiries to Corporate Security, as do the Care reps through many other carriers I've dealt with before.
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It's all in the The FCC's CPNI (Customer Proprietary Network Information) regulations, though if you want to look before I can get to my computer at home.
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it's all in my post "CPNI and You"...
probably news to a lot of the people in this forum, since I don't know a lot of carriers who make it public knowledge to their employees (though clearly they should).
probably news to a lot of the people in this forum, since I don't know a lot of carriers who make it public knowledge to their employees (though clearly they should).
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Even if it's not illegal (I don't know if it is or not), it's been decided by the provider I work for that legally speaking it's an astoundingly bad idea to give bill details out over the phone.
I suspect that what the case is that it's quite reasonably illegal to provide that information to someone who doesn't have a right to it (ie the account holder, or someone who the account holder authorises). And since there's a lot of outfits out there that seem to specialise illicitly obtaining that data, a wireless carrier is well within its right to be careful.
I suspect that what the case is that it's quite reasonably illegal to provide that information to someone who doesn't have a right to it (ie the account holder, or someone who the account holder authorises). And since there's a lot of outfits out there that seem to specialise illicitly obtaining that data, a wireless carrier is well within its right to be careful.
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yeah...what's really weird is that i had a call one time where the acct holder (who was a man) called in & gave me a number and wanted to know if that number had been called in the last week. i asked why and she told me that she thought her husband was sleeping with her best friend. because we can't give out the unbilled usages i told her that i was not allowed to give out that info. i looked anyway and OMG 😲 he had been calling that number ALOT!! she had detailed billing and i knew that he was gonna be dead, divorced, or both when the cycle ended.
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are you one of those call-center folk that lets people make changes to accounts that arent authorized users?
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NO!!!! that is the number 1 rule of the call center business....if the caller is not an authorized user, they do not make ANY changes to the acct whether it is a number or plan change. that is, of course, you want to keep your job.
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I just had a customer come in with a samsung d347 and a manual with stuff highlighted asking questions. He then later in the convo told me that phone is more complex than a spaceship console. Lol!! I love it! 🤣
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I know...of all the things to compare a freaking phone to....that one would certainly *not* be in the top 10 on my list.
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you know ive had the same service for going on 5 years now,never had one problem with service or phone. then i start working here,and its like people just fish for things to complain about,i love it! 👀
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