Shop Talk
Two Payment Stories
I work in a Cellular One Dealer location. We do new activations, upgrades, accessory sales and mostly payments. In the last week I have had 2 dee-dee-dees.
First, a man came in to make his payment. No problem. I pull up his phone number and then I notice he is pulling out a credit card to pay.
R - I'm sorry, sir. We only accept cash or check.
C - Well, this is a debit card.
R - Right. We cannot accept that form of payment.
C - Well, that is BS. I pay here with my debit card every month.
R - I'm sorry, but we do not do debit payments at this location.
C - I will just cancel my service and go to Verizon. (As he storms out the door)
After he left, another customer who was in the store came up to me and said that he would...
(continues)
First, a man came in to make his payment. No problem. I pull up his phone number and then I notice he is pulling out a credit card to pay.
R - I'm sorry, sir. We only accept cash or check.
C - Well, this is a debit card.
R - Right. We cannot accept that form of payment.
C - Well, that is BS. I pay here with my debit card every month.
R - I'm sorry, but we do not do debit payments at this location.
C - I will just cancel my service and go to Verizon. (As he storms out the door)
After he left, another customer who was in the store came up to me and said that he would...
(continues)
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Gotta love when that happens.
I actually got applause when my store was packed. Customer right about in the middle of the line.
Normally when I'm crowded, I excuse myself from the current customer to do "crowd control", and I tell the customer exactly that. I go through the line and ask everyone what they need, If it's something thats going to take more than 30 seconds, I ask them if they mind waiting, if not, I offer them 10% off an accessory if they return. I'll even collect thier cell phone number and call them within 30 minutes to let them know I can take them right away.
I had two new activations in front of this customer, he wanted to upgrade after he dropped his phone in a lake. I'm 99% sure he wasn't eligible anyway.
...
(continues)
I actually got applause when my store was packed. Customer right about in the middle of the line.
Normally when I'm crowded, I excuse myself from the current customer to do "crowd control", and I tell the customer exactly that. I go through the line and ask everyone what they need, If it's something thats going to take more than 30 seconds, I ask them if they mind waiting, if not, I offer them 10% off an accessory if they return. I'll even collect thier cell phone number and call them within 30 minutes to let them know I can take them right away.
I had two new activations in front of this customer, he wanted to upgrade after he dropped his phone in a lake. I'm 99% sure he wasn't eligible anyway.
...
(continues)
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Haha nice... I want some power like that...
When I get cussed at on the phone, I
'Get off the phone... Im not kidding.. get OFF THE PHONE'
When I get cussed at on the phone, I
- wish
'Get off the phone... Im not kidding.. get OFF THE PHONE'
...
As an indirect, I've got some interesting policies that I can cite in order to remove abusive customers from the store. It's a policy I like to call free will. I don't have to call corporate if a customer is being irate and uncooperative, or even cursing up a storm and in general being abusive. If he decides to call and complain, The worst thing that will happen is I will have to tell my boss what happened, and that I refuse to put up with assholes of that person's caliber.
Basically, I like being able to call the person at the top of my company and say, hey, I'm not dealing with this.
Basically, I like being able to call the person at the top of my company and say, hey, I'm not dealing with this.
...
