Shop Talk
Today in my local AT&T store...
Rep: Amy?
Amy: Yes?
Rep: You're next on the list, how may I help you?
Amy: My phone broke, I want a new phone.
Rep: Ok, let me look up your info (custy gives number, etc). Hmm. Our system shows that you don't have wireless insurance and that you aren't eligible to upgrade until November.
Amy: What? I need a new phone, mine is broke. how can I get a new phone?
Rep: Well you can buy one at the no commitment price, or you can get a go phone kit and use it on your account.
Amy: (getting pissy) But I've been a customer for several years, why can't you just give me a phone so I can use my service?!
Rep: (turns screen toward custy, getting irritated at her) Our records show that you activated your service with u...
(continues)
Amy: Yes?
Rep: You're next on the list, how may I help you?
Amy: My phone broke, I want a new phone.
Rep: Ok, let me look up your info (custy gives number, etc). Hmm. Our system shows that you don't have wireless insurance and that you aren't eligible to upgrade until November.
Amy: What? I need a new phone, mine is broke. how can I get a new phone?
Rep: Well you can buy one at the no commitment price, or you can get a go phone kit and use it on your account.
Amy: (getting pissy) But I've been a customer for several years, why can't you just give me a phone so I can use my service?!
Rep: (turns screen toward custy, getting irritated at her) Our records show that you activated your service with u...
(continues)
...
Not so bad. All in your attitude. I love my customers. I am the expert and it is my job to try to make the public experts. I love my job. Sure it sucks sometimes when you have a 91 year old with a blackberry, but, all in all, I get to help people. Then I go home and get TRASHED!!
...
wirelessbox said:
Could have offered the customer an exception upgrade.
ah no the custy failed by using the F word. Exception upgrades are not available when you cuss. Its in the training class 🙂
...
ecycled said:
ah no the custy failed by using the F word. Exception upgrades are not available when you cuss. Its in the training class 🙂
I would have asked her to leave on the first F word.
...
Not all stores can or will process exception upgrades.
At our company, we can offer exception upgrade for retail price minus like $60.
Which means it is better for the customer that that just pay the 60 bucks and don't sign a contract.
Of course, I get people like this all of the time. I kinda like pulling up our records and showing them the x________ by wireless phone insurance so they can see where they initialed and wrote "declined."
Only bad part for the rep, she could probably get reprimanded if this customer calls in and complains. ☹️
At our company, we can offer exception upgrade for retail price minus like $60.
Which means it is better for the customer that that just pay the 60 bucks and don't sign a contract.
Of course, I get people like this all of the time. I kinda like pulling up our records and showing them the x________ by wireless phone insurance so they can see where they initialed and wrote "declined."
Only bad part for the rep, she could probably get reprimanded if this customer calls in and complains. ☹️
...
This is why I love my in store protection plan.. because if a customer gets a phone from us and refuses the plan, they are told at LEAST three times the full retail cost of the phone, and we keep them signing that they won't get the protection on file.
Honestly, I have very little pity for someone who ruins their phone and they refused to protect it more than three times.
Honestly, I have very little pity for someone who ruins their phone and they refused to protect it more than three times.
...
that's crappy. Why is an unprotected phone worth more? Is that how you consider your peepee?
...
umm, I think he's talking about something to the nature of insurance. A deductible costs less than a phone being bought outright. 🤨 peepee?
...
read the post that I replied to, then point the meanie face where it belongs.
...
Why is an unprotected phone worth more? Is that how you consider your peepee?
just said not to talk about my peepee... in a way that made it sound like it was in his mouth, ie, keep my peepee out of your mouth
...
