Shop Talk
Go away. I can't help you. (a little long)
A lady comes in yelling (literally) because she has an additional $100 in text messaging charges.
I look at the bill, the account, and go so far as to ask if she has access to her account online because that will show every message sent or recieved.
The lady only buys 250 sent or recieved messages because she didn't want to pay $10 to be unlimited between VZW phones. Her son used about 1250 messages. At $0.10 per message over the 250...you see where this is going.
She wants a credit of $100 and wants unlimited to only be $5.00 because her kid said it's only $5.00. I explained the packages available. She got upset with me because I'm implying that her kid is a liar. Well, the kid hasn't a clue. The $5.00 package was dropp...
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I look at the bill, the account, and go so far as to ask if she has access to her account online because that will show every message sent or recieved.
The lady only buys 250 sent or recieved messages because she didn't want to pay $10 to be unlimited between VZW phones. Her son used about 1250 messages. At $0.10 per message over the 250...you see where this is going.
She wants a credit of $100 and wants unlimited to only be $5.00 because her kid said it's only $5.00. I explained the packages available. She got upset with me because I'm implying that her kid is a liar. Well, the kid hasn't a clue. The $5.00 package was dropp...
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yea man!! You know what I do when I have
customers like that?? Call the Police!! Noone,
I mean noone talks to me like that!! I don't
care if your the Pope, the President!! You know
how much of a moron they look like when the police arrive and the story is told by my co-workers and other customers!! Granted, there are alot of dumb store reps but the customer is
most of the time wrong!!
customers like that?? Call the Police!! Noone,
I mean noone talks to me like that!! I don't
care if your the Pope, the President!! You know
how much of a moron they look like when the police arrive and the story is told by my co-workers and other customers!! Granted, there are alot of dumb store reps but the customer is
most of the time wrong!!
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I don't disagree with telling her that no she's not getting credit and the tm was 10.00 but I would never say for her son to get a job or any of that other crap... that's crossing the line and becomes arrogant. and he wouldn't have a job because of it
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Written word can't let you hear the tone of my voice as I delivered those words. Do I get any points for the fact that it was delivered in a very controlled voice with hints of suggestion about the whole "get a job" thing because she didn't know how she was going to pay the bill?
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no you could ha done a song and dance number and i would still fire you for what you said
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Would you fire smorris for almost running over old people in the parking lot? 🙂
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I work in a mall.. what happens in the parking lot is not my problem..
but on the flip side I wouldn't hire such an arrogant pr!ck to start with
but on the flip side I wouldn't hire such an arrogant pr!ck to start with
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i think that's the most arrogant thing I've ever heard a sales rep say to a customer (upset and yelling or not) and you would currently be without a job
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Why is it so arrogant that he told her how it really is??? Why can't people handle the truth??
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because it's customer service..
if you wanna say that to her in the street then by all means but not in my store
if you wanna say that to her in the street then by all means but not in my store
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Eh, I would've said something close to that but not as wordy.
Possibly after the "get me someone who can," I'd say, "There's no one here who can get you a credit for valid charges." and then offer the text packages or to block it. That's the only option I'd give them. I wouldn't say call in to customer service. I wouldn't say ask anyone else. I'd just tell them to pay up.
Earlier today I had a guy who wanted to add a line onto his current account. I pulled it up, and it was $250 past due. Then I noticed he had another account that was over $100 past due. I told him he'd have to be current in both accounts to add a line and he wanted me to do something magical to get around that since he'd "already mailed in the check." I told...
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Possibly after the "get me someone who can," I'd say, "There's no one here who can get you a credit for valid charges." and then offer the text packages or to block it. That's the only option I'd give them. I wouldn't say call in to customer service. I wouldn't say ask anyone else. I'd just tell them to pay up.
Earlier today I had a guy who wanted to add a line onto his current account. I pulled it up, and it was $250 past due. Then I noticed he had another account that was over $100 past due. I told him he'd have to be current in both accounts to add a line and he wanted me to do something magical to get around that since he'd "already mailed in the check." I told...
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Exactly. They expect us to do things that are completely impossible or against company policy. Why would I risk my job for your mistakes?
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"well, it's not my fault. It's not the fault of VZW. It's your son's fault. Until you are willing to admit that he's not perfect and he might lie to you, you always be miserable. I'm not about to call a CS rep and ask them to go against policy because you have a completely unrealistic view of your child. Wake up to reality lady. If you'd like, I can put the $10.00 package on right now to prevent this from happening again or I can block text messaging completely and save you $5.00 per month. Might I also recommend your son get a job? Then HE could pay for his own usage."
this is what i have a problem with..
when you start blaming customers then they get defensive and their behaviour worsens. and then he just ba...
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yeah but find a better way to phrase it other then it's your fault..
when you use attacking words then the person on the other side of that becomes defensive..
when you use attacking words then the person on the other side of that becomes defensive..
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He became defensive because she was attacking him. How are her right any more important than his?
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because he's an employee.. let her stand there are freak out and cause a sceen all she wants.. there is always a respectful way to tell people what they need to hear..
from what he posted.. she did not belittle him.. she did not personally attack him verbally or physically.. he should not have responded in that matter.. period.
from what he posted.. she did not belittle him.. she did not personally attack him verbally or physically.. he should not have responded in that matter.. period.
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I don't understand why you do but oh well..
my store he wouldn't have a job.. in yours he would.. we'll have to leave it at that..
my store he wouldn't have a job.. in yours he would.. we'll have to leave it at that..
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It's strong wording, but I don't really believe he said all that. It's too much to say.
I've suggested parents make their kids work off the debt or to block the feature until the kid is willing to pay the monthly feature out of their own money.
I've suggested parents make their kids work off the debt or to block the feature until the kid is willing to pay the monthly feature out of their own money.
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and i'm even ok with that..
but that whole tell your kid to get a job crap is retarded
but that whole tell your kid to get a job crap is retarded
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yeah, I work in an area with rich kids so I know hardly any of them work. I don't suggest that.
Honestly, I doubt he said all that anyway.
Honestly, I doubt he said all that anyway.
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really said or not..
i don't understand how people can support treating your customers like that
i don't understand how people can support treating your customers like that
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oh i know that but there's no reason you should ever insult a customer.. never..
even when i had to break up a fight in my store and kick two guys out I never talked to them like that
even when i had to break up a fight in my store and kick two guys out I never talked to them like that
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brreakin up a fight is like
scenario- cmon guys, theres families here this is not place for that. break it up break it up!!!!
lol
I use my grown man voice on. Maybe he had a bad day
scenario- cmon guys, theres families here this is not place for that. break it up break it up!!!!
lol
I use my grown man voice on. Maybe he had a bad day
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yeah pretty much but I'm also 5'3 and it was two big guys.. had to get between them.. ha ha
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Probably insensitive, but not arrogant.
Personally I wouldn't have taken it that personal, but I'm still on the rep's side on this one.
It's probably way more heated in a face-to-face situation, so it's understandable. On the phone I would have probably said all those things except the getting a job part, and the part about accepting her kid is not honest. But again, talking to an idiot like that lady face-to-face would probably get a much diff response from me.
Personally I wouldn't have taken it that personal, but I'm still on the rep's side on this one.
It's probably way more heated in a face-to-face situation, so it's understandable. On the phone I would have probably said all those things except the getting a job part, and the part about accepting her kid is not honest. But again, talking to an idiot like that lady face-to-face would probably get a much diff response from me.
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that is F'N awesome!!! 🙂 😳 😁
your my hero!!! i would love to do that..omg thats great you put her in her place. where do people get off.??!!
ive gotta give you propps. are you going to get in trouble?
your my hero!!! i would love to do that..omg thats great you put her in her place. where do people get off.??!!
ive gotta give you propps. are you going to get in trouble?
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