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The "Some wacky customer service moments" thread Episode III

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Posted by: tkdlove

14 pages is a lot to get through so i figured we could start anew and relish in the silliness that is "the customer"

situation: i am pulled from my desk to handle an escalation.
it goes like this:

Rep: there is a guy out here that is 10 months out but needs a blackberry. his ARPU is good and i approved him for an exception but he doesn't want to pay the 1 year price and is threatening to leave.

me: yes sir how can i help you?

customer: i am in business school and i need a blackberry for all the important stuff i do.

me: i would love to help you with that. i have authorized an exception upgrade for you and you can resign your 2 year and recieve the 1 year price (smiling with arms behind me)

customer: maybe you did not hear me, i am in business school. i want the 2 year price.

me: i do apologize sir. (echoing back) you are in business school. this is all i can do.

customer: i can use the premier sight and get the 2 year price though... why can't i here?

me: that is for B2B and you must use the sight not a store.

customer: i do not want to use it because they will screw up my phone.

me: (repeating what i can do)

customer: fine i will go to verizon!

me: (aggravated that i have missed precious time working on learning edge) sir you are in business school and you should understand contracts and math. leaving here will cost you not only 175 cancelation but then 36 activation with Verizon and then the cost of the blackberry, or you can pay 75 dollars more than the 2 year and i can get you the device you want right now. (275 after rebate and 18 upgrade fee or 175 deact. 36 activation fee and 200 after rebate for the phone that is 275 for cingular and 411 at verizon. i wrote all this down in front of him) does this make since sir?

customer: screw this!! i am in business school! you are an idiot and i am going to verizon because it is cheaper! what loser!! (storming out the door)



helping is overated some times...


Posted by: ADock

I think the best ones are when we are having a huge known problem, like when phone service was down for a day in Texas.

Me: Im sorry its a known problem with blah blah blah its being worked on right now I do apologize.

Cust: Thats not good enough, I want to talk to somone who can fix this.

Me: Tier III is working on it as well as network ops and the landline companies.

Cust: I WANT TO TALK TO YOUR MANAGER.

The greatest is when you hear your manager say "You are acting like we have a magic button that we can press to fix all of your problems but we dont. Everyone has problems once in a while, and it is being worked on. No amount of e-mails or call will get this fixed any....hello?"


Posted by: Infornography

tdklove: for that customer, I think you handled it ALL WRONG. You should've offered him an alternative blackberry device to fit his needs. My recommendation would've been for the blackberry swingline. It's one of the few blackberries with a "true-metal" backing for durability. It also has a black or red high glossy paint finish that is a real head-turner at professional meetings. It is one of the few, portable organizers that can actual organize large ACTUAL paperwork. It doesn't feature a qwerty or true-type keyboard, hell it doesn't even make phone calls. But because he's in buisness school, and to protect the future economy I'd give it to him for free after including a 10 second head-start to "GET THE HELL OUT OF MY STORE!." - end rant


Posted by: DonaldMick

"I believe you have my Crackberry?"


Posted by: tkdlove

I AM IN BUSINESS SCHOOOOOOOOOOOOOOOOOOOOOOOOOOOLLLL!!!!

it is like college but keggers are called organizational meetings.


Posted by: Leland915

I had a drunken guy come in Monday. Now I am new to cingular but I have been working in retail for the past 3 years while I get my degree, and this guy was more messed up than anyone I have had to deal with before.

Me; Hello sir welcome to cingular, someone will be with you in just a min.
Cust; um ok, where am I supposed to wait.
Me, any were you would like sir.
Cust; so is right here ok?
Me; that’s just fine sir.
I finish what i am doing and go over to talk to him.
Me; what brings you in tonight sir. (it is 6:50 and we are about to close)
Cust; I just need to pay my bill, and I need a new case for my phone.
Me; ok sir I can do that can I get you # so I can pull up your account.
Cust; ummmm..........444-4444. I think
skip a few steps.
Me; ok well you bill is 7.45 (not sure how this happened?), now lets figure out this case problem.

He has a nokia 6030, and some belt clip that we do not and never have carried. The hinge on the plastic clip is broken and he wants to get a new one.

Cust; I got the case here, I want a new one.
me; well sir this is a case that we do not carry here, you may want to try radio shack or Wal-Mart.
Cust; this is the only store I shop at, I got it here.
Manager comes out of back room because this guy is being kinda loud.
Manager; sir that is a case that we have never carried here.
Cust; ok ok ill just pay my bill

He pulls out his check book and starts to fill it out.
First he signed his name in the pay to the order of part.
Then in the spot were you write the amount, finally in the proper spot on check # 3, as I walk him through what to put in watch spot.

Me; Ok sir I just need to see you DL real quick.
Cust; where is the new case I am getting?!?!?!?!
me; sir we don’t have that case we already went over this.
cust; well then what the he** am I paying for.
Me; you are paying your bill sir!
cust; well fine ill just go someplace else the.
Cust; I want my old case back then.
Me; sir I don’t have it, it’s on your phone.
cust; but all the parts form it, you took them.
me; that is all you came in here with sir.
cust; no you took them put the parts in a bag and threw them in the trash.
me; sir I don’t have any zip lock bags.
cust; ok well I still want to pay my bill.

So he finally leaves and we get to go home as it is now7:30

Next night at 6:30
other rep: hello sir welcome to cingular.
I am in the back of the store and hear in the same drunk voice,
cust; I want to pay my bill and I need a new case.

Sure enough it was the same guy, even more drunk. This guy had no clue what he was doing, or that he had been in the night before. After watching for about 10 mins just to see what this guy would do I walk over. Sir you were in here last night, we went over this already, we do not have this case, you already paid your bill.
Then as he is leaving,
cust; here where is my case, you put it in the trash.
me; no sir its right there in your hand.

This guy was so drunk he would forget what he was doing 2 mins after he started talking about something.


Posted by: NukuCamui

dude, thats sad when you have to get that drunk to do anything. Did he drive in? I would have called the police on him.


Posted by: SoCal91302

Quote:
Originally Posted by Leland915
I had a drunken guy come in Monday. Now I am new to cingular but I have been working in retail for the past 3 years while I get my degree, and this guy was more messed up than anyone I have had to deal with before.

Me; Hello sir welcome to cingular, someone will be with you in just a min.
Cust; um ok, where am I supposed to wait.
Me, any were you would like sir.
Cust; so is right here ok?
Me; that’s just fine sir.
I finish what i am doing and go over to talk to him.
Me; what brings you in tonight sir. (it is 6:50 and we are about to close)
Cust; I just need to pay my bill, and I need a new case for my phone.
Me; ok sir I can do that can I get you # so I can pull up your account.
Cust; ummmm..........444-4444. I think
skip a few steps.
Me; ok well you bill is 7.45 (not sure how this happened?), now lets figure out this case problem.

He has a nokia 6030, and some belt clip that we do not and never have carried. The hinge on the plastic clip is broken and he wants to get a new one.

Cust; I got the case here, I want a new one.
me; well sir this is a case that we do not carry here, you may want to try radio shack or Wal-Mart.
Cust; this is the only store I shop at, I got it here.
Manager comes out of back room because this guy is being kinda loud.
Manager; sir that is a case that we have never carried here.
Cust; ok ok ill just pay my bill

He pulls out his check book and starts to fill it out.
First he signed his name in the pay to the order of part.
Then in the spot were you write the amount, finally in the proper spot on check # 3, as I walk him through what to put in watch spot.

Me; Ok sir I just need to see you DL real quick.
Cust; where is the new case I am getting?!?!?!?!
me; sir we don’t have that case we already went over this.
cust; well then what the he** am I paying for.
Me; you are paying your bill sir!
cust; well fine ill just go someplace else the.
Cust; I want my old case back then.
Me; sir I don’t have it, it’s on your phone.
cust; but all the parts form it, you took them.
me; that is all you came in here with sir.
cust; no you took them put the parts in a bag and threw them in the trash.
me; sir I don’t have any zip lock bags.
cust; ok well I still want to pay my bill.

So he finally leaves and we get to go home as it is now7:30

Next night at 6:30
other rep: hello sir welcome to cingular.
I am in the back of the store and hear in the same drunk voice,
cust; I want to pay my bill and I need a new case.

Sure enough it was the same guy, even more drunk. This guy had no clue what he was doing, or that he had been in the night before. After watching for about 10 mins just to see what this guy would do I walk over. Sir you were in here last night, we went over this already, we do not have this case, you already paid your bill.
Then as he is leaving,
cust; here where is my case, you put it in the trash.
me; no sir its right there in your hand.

This guy was so drunk he would forget what he was doing 2 mins after he started talking about something.


You should have called the police.


Posted by: tkdlove

i would have surely called the cops or atleast a taxi... wait you didn't take the opportunity to sell him media max 1000 and early NWkd? ARPU!!!!!!!!!!!!!!!!!!


Posted by: shorty28

Quote:
Originally Posted by tkdlove
i would have surely called the cops or atleast a taxi... wait you didn't take the opportunity to sell him media max 1000 and early NWkd? ARPU!!!!!!!!!!!!!!!!!!


ROTFLMAO!!! Can anyone say PDA connect? I'm so evil. Drunk people RULE!!!


Posted by: AMSguitarist

I get irritated when customers come in asking for a phone they know darn-well Cingular doesn't carry.

"Where are your 8801's?"
"Can I take a look at your SE K790a?"
"Yeah, I would like to get an HTC 8525"

Obviously, they snoop around on these forums and then come into the store to try and "out-smart" me by asking for a phone that isn't out yet (or hasn't even been announced for Cingular. They kind of act surprised when I know what phone they're talking about "Oh, the K790a? The 3.2 megapixel Cybershot phone? That hasn't even been announced on Cingular yet."

If they know these phones exist, they know we don't have them.. and it doesn't impress me that they know this sort of stuff.


Posted by: Ink Noise

Quote:
Originally Posted by tkdlove
i would have surely called the cops or atleast a taxi... wait you didn't take the opportunity to sell him media max 1000 and early NWkd? ARPU!!!!!!!!!!!!!!!!!!

You're my hero.


Posted by: VMV702

Have any of you gotten into an escalation that you lost your cool in?


Posted by: holaDude

I like the call I got last week:

ME: blah blah, and how can I help you?
Cust: Can you adjust my downloads for me, I can't afford them?
ME: you need to have the downloads adjusted because you can't afford them? (thinking: then why the heck did you download them in the first palce if couldn't afford them?)
Cust: yes, that's correct.
ME: I'm sorry, but I can't adjust them just because you can't afford them. (checked our admin tool and see she had over $30.00 worth of purchases this time, an multiple refunds.)
Cust: But why not? I have had them adjusted before because I couldn't afford them.
ME: I'm sorry, but again I cannot adjust the charges simoly because you cannot aford them. Also, they have been adjusted for the past few months already.
Cust: so you're not going to adjust them? Not even half of them?
ME: No, the charges will remian on the account as they are legitimate charges. (preparing for an argument and possible escalation)
Cust: Well, ok, thank you.
ME: And thank you for blah blah

I am serious, for the past few months she has been calling to get the dowlnoads adjusted evertime. It was at the very least $100.00 worth of downloads she had refunded to her. The very first time I could see us helping if she had a defective phone, but not as often as she had them adjusted simply because she could not afford them. These charges were all from Cingular, so it's not like she was getting charges fro mqube or the like.


Posted by: holaDude

Quote:
Originally Posted by VMV702
Have any of you gotten into an escalation that you lost your cool in?


Not me, I am an extremly laid back person and have a very soothing voice people say. I really don't see the need in me getting worked up and getting into a shouting match at a customer over the phone. If they want to escalate, I try to calm them down one more time, if they ask a second time, I will get a sup for them. I hate when people escalate, but it does happen.


Posted by: Prometheus2k2

The lady with the busted razr who played me in the last thread came back to pick up her Replacement:

Her: I'm here to get my replacement RAZR
Me: Ok here you go
Her: Ok where's the battery and back cover to my RAZR
Me: On your original RAZR you took home last week
Her: No, you have my RAZR...
Me: Ma'am, I do not have your RAZR
Her: CAN I SPEAK TO YOUR MANAGER?
Me: *getting manager*
Manager: We don't have your RAZR, you took it home, I handed it to you.
Her: No you didn't, give me my RAZR
Manager: I'm going to go check the security cameras, I'll brb
Me: brb
Manager: I have this, gimmie the optiva reciept so we can check when the order was placed *October 10th @ 15:36* I love Optiva, *ZOOM TO THAT MINUTE*... Ok bring her in
Me: Ma'am would you like to look at the security tape?
Her: I will not go into the backroom to watch your tape
Me: Ok, a battery for your RAZR will be 45.45
Her: I AM NOT GOING TO PAY FOR A BATTERY WHEN YOU HAVE MY PHONE
Manager: Ma'am please come in the back with me so we can solve this.
Her: LOOK IF THE PHONE IS NOT IN MY PURSE, AND ITS NOT IN MY POCKET THEN YOU MUST HAVE IT
Manager: We are not responsible for you losing your phone
Her: I DID NOT LOSE MY PHONE
Me: Ma'am please come in the back so we can prove our case.
Her: Fine.
Manager: Look there's the RAZR on the table, now that's me handing it to you, and that's you putting it in your purse.
Her: I DO NOT APPRECIATE YOU SETTING ME UP TO EMBARASS ME BY NOT TELLING ME THAT YOU WERE HAD ME ON VIDEOTAPE. OBVIOUSLY I WAS WRONG, BUT I AM DEEPLY OFFENDED THAT YOU WOULD SET ME UP LIKE THIS.
Me: Oh by the way, if you can't find your old RAZR, there's a 200 dollar restocking fee at the warranty department.
Her: *Storms out*

Worst XBM EVER!

One Love,
Prom


Posted by: Scar21

Quote:
Originally Posted by holaDude
I am serious, for the past few months she has been calling to get the dowlnoads adjusted evertime. It was at the very least $100.00 worth of downloads she had refunded to her. The very first time I could see us helping if she had a defective phone, but not as often as she had them adjusted simply because she could not afford them. These charges were all from Cingular, so it's not like she was getting charges fro mqube or the like.



you were well w/in the right to denie the cust those refunds... i had a cust that did the same thing and i decided to search CSP to see if there was anything i could do... i came across this bit of info that said we can denie any refunds if it looks like the cust is abusing the refunds and getting CR's every month...

good on ya!!! i've seen too many people give in when it comes to DB downloads...


Posted by: tcv

I think that's pretty cool you can zoom into the minute like that. Wow.


Posted by: hury up n wait

Quote:
Originally Posted by VMV702
Have any of you gotten into an escalation that you lost your cool in?


I've had people try to get under my skin, but it doesnt work. I had a guy get angrIER because I didn't let him get to me.
He said "Why aren't you getting mad, I'm yelling and screaming and you just stand there!!" After about 5 mins of him ranting about my poker face, I finally told him "Sir, it's my job to not get upset with customers. If I let everyone that comes in here yelling at me, upset me I wouldn't have a job. Personally, I don't care enough about your problem to get fired. Now if we can cotinue this conversation rationally, I would be more than happy to do everything I can for you. But, if you insist on yelling and screaming, I'm going to ask you to leave. Your call.


I know that was kinda harsh, but sometimes customers need a reality check. They don't run things, just gotta give a little slap in the face....verbally.


Posted by: SymbianBlack

Quote:
Originally Posted by Prometheus2k2
The lady with the busted razr who played me in the last thread came back to pick up her Replacement:

Her: I'm here to get my replacement RAZR
Me: Ok here you go
Her: Ok where's the battery and back cover to my RAZR
Me: On your original RAZR you took home last week
Her: No, you have my RAZR...
Me: Ma'am, I do not have your RAZR
Her: CAN I SPEAK TO YOUR MANAGER?
Me: *getting manager*
Manager: We don't have your RAZR, you took it home, I handed it to you.
Her: No you didn't, give me my RAZR
Manager: I'm going to go check the security cameras, I'll brb
Me: brb
Manager: I have this, gimmie the optiva reciept so we can check when the order was placed *October 10th @ 15:36* I love Optiva, *ZOOM TO THAT MINUTE*... Ok bring her in
Me: Ma'am would you like to look at the security tape?
Her: I will not go into the backroom to watch your tape
Me: Ok, a battery for your RAZR will be 45.45
Her: I AM NOT GOING TO PAY FOR A BATTERY WHEN YOU HAVE MY PHONE
Manager: Ma'am please come in the back with me so we can solve this.
Her: LOOK IF THE PHONE IS NOT IN MY PURSE, AND ITS NOT IN MY POCKET THEN YOU MUST HAVE IT
Manager: We are not responsible for you losing your phone
Her: I DID NOT LOSE MY PHONE
Me: Ma'am please come in the back so we can prove our case.
Her: Fine.
Manager: Look there's the RAZR on the table, now that's me handing it to you, and that's you putting it in your purse.
Her: I DO NOT APPRECIATE YOU SETTING ME UP TO EMBARASS ME BY NOT TELLING ME THAT YOU WERE HAD ME ON VIDEOTAPE. OBVIOUSLY I WAS WRONG, BUT I AM DEEPLY OFFENDED THAT YOU WOULD SET ME UP LIKE THIS.
Me: Oh by the way, if you can't find your old RAZR, there's a 200 dollar restocking fee at the warranty department.
Her: *Storms out*

Worst XBM EVER!

One Love,
Prom

That was simply PRICELESS...... PRICELESS..... I'm a consumer but I HAD TO SMH at this! Then she said it was a SET UP. You cingy guys go out of your way with these elaborate black mailing schemes to catch us on tape and embarass us like that! THE SHAME!!! LOL LOL LOL That whole scenrio should've been on YouTube


Posted by: Prometheus2k2

This guy comes in about every other week.

Asks me a ton of questions. Throws the demo phones around a lot. Then leaves.

I can't figure out why he does this. We also have a guy who comes in our store all the time and returns stuff. We have no idea why he does this. He has 6 lines with us, but only a d807 has ever stayed out.

We googled him. Turns out he's a wireless analyst for an investment firm. LOL .

One Love,
Prom


Posted by: tkdlove

today was great....

i am helping a customer with her "escalated" "free" upgrade when this lady comes into the store. i greet, 10 feet 10 seconds, and ask her to sign in someone will be right with her.
instead of complying with my request she proceeds to come straight to the counter and cut the woman off who i was helping (can you tell where this is going?)
her phone was broke and she had to make an emergency call. so i offered her the store phone or anyone of the live bar phones to make the call.... "NO I HAVE TO USE MY PHONE OR THEY WON'T ANSWER!!" needless to say, i went into Captain No Emotion. (very dry almost british) "mam, if you don't sign in we won't be able to help you. if you must make the call then i have given you several options but until you sign in and wait your turn you will not be helped."

EVERYONE IN THE STORE STOPPED AND STARTED CLAPPING!!! she stormed out... if only she could have cried first


Posted by: Prometheus2k2

Wow,

In my neck of the woods our arsm wouldv'e magically appeared on my computer screen holding a pink slip.

I wish I knew what markets you guys were in, NCA is insane. People just call our arsms, they skip right over management. It's bizarre.

One Love,
Prom


Posted by: IseeOrangepeopl

Quote:
In my neck of the woods our arsm wouldv'e magically appeared on my computer screen holding a pink slip
Why would that be? I think he handled the situation very professionally. He took control of the situation, gave the customer her options and she decided they weren't what she wanted so she left. She wasn't insulted by the rep (though the customers in that store are my new heroes) and she basically refused the service offered her.


Posted by: tkdlove

Quote:
Originally Posted by Prometheus2k2
Wow,

In my neck of the woods our arsm wouldv'e magically appeared on my computer screen holding a pink slip.

I wish I knew what markets you guys were in, NCA is insane. People just call our arsms, they skip right over management. It's bizarre.

One Love,
Prom


well i am the ASM in the store and in my store the RSM and the ARSM would have stood right by me.
NCA = north calfornia? right? out here in ATL we keep it real...


Posted by: shorty28

we've had a customer come into the store and dropped so many f-bombs on reps and even the store manager. so was escorted outta the store by local authorities. i love pressing that button.


Posted by: VMV702

I thought "the button" was just for robberies?


Posted by: tkdlove

also for those who can't control themselves because they want a "free" upgrade or their bill was to high... absolutely sad that we even have to resort to the button...


Posted by: Damian7132

How come i dont have a button (oh wait that is what the Baltimore county police in my store is for Oh Snap LOL)


Posted by: shorty28

Quote:
Originally Posted by VMV702
I thought "the button" was just for robberies?


oh wait.......did i forget to say,"Oh snap, she's gotta gun!" and then press the button.


Posted by: SoCal91302

Quote:
Originally Posted by Prometheus2k2
Wow,

In my neck of the woods our arsm wouldv'e magically appeared on my computer screen holding a pink slip.

I wish I knew what markets you guys were in, NCA is insane. People just call our arsms, they skip right over management. It's bizarre.

One Love,
Prom


How would they even get the ARSM's number in the first place?


Posted by: cingtd

Those of you without a button, just go to your local Staples store to pick up an "Easy Button".


Posted by: SmokinTrickster

*hot girl walks into the store (will be refered to as HG)

HG: I hope you can help me, I'm broke and have a problem with my cell phone

(red flag goes up, I used to work in downtown little rock. When someone addresses you first, and in the same sentance says they have no money, they want something for free that is normally charged for.)

Me: Sure, what is the problem with your phone.

HG Well there is something wrong with the battery.

Me: What is it doing?

HG: Well it's not charged, and I really need to be able to use it tonight.
(it's around 6:30pm, I close at 7)

Me: Well, will it not hold a charge or charge at all?

HG: No I just don't have a charger for it, do you have like a battery for it that I could have?

Me: I'm sorry but we don't carry spare batteries here.

HG: (Trys to look even hotter, which would be hard b/c she already is smokin) Well can you help me out? Do you have any extra chargers?

Me: Car chargers are $21.99, home chargers are $29.99.

HG: Well thanks for you help. (exits store quickly)

Anyone else have people that walk in and want just a free accessory and that's it?


Posted by: Prometheus2k2

I get UG coming into my store asking for free stuff .

"Hi I'm here for the free phone". I just wanna reply, "Me too, if only I could find it."

I've decided that whenever anyone says they want a free phone, that I'm going to tell them there are no free phones.

Cingular Wireless- Crushing dreams a free phone at a time.

One Love,
Prom


Posted by: cingtd

I still love it when they call in to complain because they broke their uninsured phone they bought 3 months ago and insist I have to send them a Motorola Razr for the 2yr price because they bought it last time for the same price. When I try to explain that they are not yet qualified for the upgrade price, they usually try to escallate to a manager who is going to tell them the same exact thing.


Posted by: Cingular13

You guys have it easy. We get people who are so broke they skip all the 'con' tactics and just ask us to charge their phone for any hour while they walk or ride their bike down to the party store to pay their electric and gas bills.


Posted by: shorty28

Quote:
Originally Posted by SmokinTrickster
*hot girl walks into the store (will be refered to as HG)

HG: I hope you can help me, I'm broke and have a problem with my cell phone

(red flag goes up, I used to work in downtown little rock. When someone addresses you first, and in the same sentance says they have no money, they want something for free that is normally charged for.)

Me: Sure, what is the problem with your phone.

HG Well there is something wrong with the battery.

Me: What is it doing?

HG: Well it's not charged, and I really need to be able to use it tonight.
(it's around 6:30pm, I close at 7)

Me: Well, will it not hold a charge or charge at all?

HG: No I just don't have a charger for it, do you have like a battery for it that I could have?

Me: I'm sorry but we don't carry spare batteries here.

HG: (Trys to look even hotter, which would be hard b/c she already is smokin) Well can you help me out? Do you have any extra chargers?

Me: Car chargers are $21.99, home chargers are $29.99.

HG: Well thanks for you help. (exits store quickly)

Anyone else have people that walk in and want just a free accessory and that's it?



hell, i would've gave it to her. i have a weakness for hot femalez. maybe u should've asked for a lap dance in exchange for a battery.


Posted by: shorty28

yesterday, i had this guy came into the store and he had a Go Phone box in his hand. obviously, he purchased it from wal-mart. so he wanted to activate his go-phone at our store. the guy basically hit on every female that walked in the store and called them a 'b' when they didn't give him any play. he later got a phone call and it seems to be his g/f or some random chick and started having phone sex right there in front of us and the other reps. then, he kept telling the rep to hurry up because he was in a rush. then, my manager came out to observe us and he started flirting with her. The whole time she was ignoring him, but she was blushing the whole time. Then, the guy focused on chatting with me about the New Orleans Saints all while i was still helping my customer. he was just rude. finally, when we found out that wal-mart sold him a bogus phone, he had a b***h fit and stormed outta the store. every day, we get a weirdo into the store. love this job.


Posted by: TeelaG

you guys have it easy I work in a call center and there is a southeast gulf prepaid customer who gets off on female reps saying mobile to mobile. He will do anything to hear us say m2m and he calls in constantly. I know his voice he calls so much.


Posted by: holaDude

Quote:
Originally Posted by TeelaG
you guys have it easy I work in a call center and there is a southeast gulf prepaid customer who gets off on female reps saying mobile to mobile. He will do anything to hear us say m2m and he calls in constantly. I know his voice he calls so much.


That' bad. I worked for a catalog company and we had a guy call every day asking to be sent free catalogs. I still know his name and the exact words he said when he would call, even though it's been 12 years since I worked there. It didn't mater what type catalog and all he would say is, "I want a catalog right now, yes right now. Send me a catalog right now." I would transfer him to a certain lead agent and she would scold him every time.

At least, I would hope, no ladies get the panty man. He would call until he got a lady on the line and act like he was shopping for his wife, and then start to ask about their panties.

Quote:
Cingular13 You guys have it easy. We get people who are so broke they skip all the 'con' tactics and just ask us to charge their phone for any hour while they walk or ride their bike down to the party store to pay their electric and gas bills.


So, do you charge the phone for them?


Posted by: CrazeeSweet

I work in a call center for Cingular and I had a really nice customer..not the smartest tho...

When I asked her for her 10 digit wireless number
She said- Is that on the box

Come on now..what phone do you know comes with the phone number on the box that the phone came in..geez


Posted by: CrazeeSweet

Also...You gotta love some of the comments they come up with..

Like.. My phone dont work... and they sit in silence expecting us to know why their phone doesnt work..cuz I can really see threw my phone into yours to know what the problem is..

Or...When they want to speak to a sup but they dont want you to put them on hold to get one on the line for them..


Theres a great story around our center..not my story..

This rep had a cust call in because when ever her phone rang and she tried to answer it, no one was there..after the rep did all the trouble shooting she asked exactly what do you press when the phone rings...cust replies with..The Press While Ringing button...PWR...kinda makes you think about some of the people out there doesnt it..


Posted by: TeelaG

Funniest story ever... Helping a man with his phone, he seems like a pretty intelligent guy. So I'm changing some account settings and I prefer to make small talk as opposed to placing people on hold (the hold button is the enemy once they go on hold I forget to take them off hold) He starts asking about where I'm located, so I tell him canada. He says "do yall have black people up there?" "Yes sir we do" (mute customer so I can laugh) "Oh well do yall have ghetto's up there like we do?" "yes sir most of our larger cities do" "Oh well I guess I could visit up there after all"


Posted by: CrazeeSweet

I was almost ready to loose my job over this women..she was a nut..

I took my call as normal. Asked for the number, Name, and passcode..The pass code was a big fight as it was. She kept telling me a number over and over after I told her that was not it. Then I said it was the Defult, which is set to the last 4 digits of the wireless number. She still did not get it. After 10 minutes of telling her the same thing over and over..I finally Verify the account.
So then I move on to the problem. Which was the phone was saying unregistered sim. so I opened up my little program to fix it. Told her that I was putting the sim number on her account and that the only thing she had to do now was to power cycle her phone. She Flipped. Told me that i was calling her stupid and called me a b*tch..all kinds of names..then she hung up..I was about to snap..but it was my second last call before the end of my shift so I was ok.

Haha people really shouldnt own phones if they are going to be rude to Customer Service Reps. honestly..If i have a problem with something and I have to call in..I cant yell at the reps. I have to get my friend to do it LOL


Posted by: DonaldMick

Quote:
Originally Posted by TeelaG
you guys have it easy I work in a call center and there is a southeast gulf prepaid customer who gets off on female reps saying mobile to mobile. He will do anything to hear us say m2m and he calls in constantly. I know his voice he calls so much.


That guy's responsible for about 40% of my short calls, I think.

I keep hearing about a Mr. B***s (name somewhat censored if he's innocent) - is that him?


Posted by: tcv

"Get off?" What do you mean? The phrase helps him achieve orgasm??


Posted by: DonaldMick

That's what I hear.


Posted by: TeelaG

Quote:
Originally Posted by DonaldMick
That guy's responsible for about 40% of my short calls, I think.

I keep hearing about a Mr. B***s (name somewhat censored if he's innocent) - is that him?

nope thats the "Immediatly wants a supervisor guy" this guys last name starts with a B as well tho. Let me guess convergys employee as well?


Posted by: mulletwireless

customer returned a v3 but forgot to restore the phone, he had some funny yet sick photos of him and his wife cross dressing in the bedroom. He called to ask if the phone had been sent back to motorola I said no we still had it, he bought back the phone at the full sales price.


Posted by: hury up n wait

I've posted this beforebut here goes. I used to work next door to a strip club. Everynight one of the dancers would come in wanting to trade a lapdance for some gas or a quick flash and feel for a soda or cigs. Since our inventory system was horrible and stuff came up missing all the time, I usually let do it. A free lapdance is a free lapdance


Posted by: shorty28

Quote:
Originally Posted by hury up n wait
I've posted this beforebut here goes. I used to work next door to a strip club. Everynight one of the dancers would come in wanting to trade a lapdance for some gas or a quick flash and feel for a soda or cigs. Since our inventory system was horrible and stuff came up missing all the time, I usually let do it. A free lapdance is a free lapdance


i so want that job.


Posted by: bodeh6

Quote:
Originally Posted by hury up n wait
I've posted this beforebut here goes. I used to work next door to a strip club. Everynight one of the dancers would come in wanting to trade a lapdance for some gas or a quick flash and feel for a soda or cigs. Since our inventory system was horrible and stuff came up missing all the time, I usually let do it. A free lapdance is a free lapdance


Man that sounds like a porn. It's like "ohh pizza boy, I forgot I don't have any money. How can I pay for this pizza?" Start 70's porn music.


Posted by: hury up n wait

Quote:
Originally Posted by shorty28
i so want that job.


It was awesome!! I used to beg to work closing shift. LOL
Also got free alcohol, again b/c inv was so messed up the never missed it. Or I would just say I dropped the bottle stocking shelves. I miss that gig


Posted by: VMV702

One of my favorite things to watch (which I'm sure ALL of you can relate to) is when a customer comes to the store before we open....They look at the time on the door.....Then look at their watch....and then STILL pull on the door handle!

Cracks me up every time


Posted by: IseeOrangepeopl

Quote:
Originally Posted by VMV702
One of my favorite things to watch (which I'm sure ALL of you can relate to) is when a customer comes to the store before we open....They look at the time on the door.....Then look at their watch....and then STILL pull on the door handle!
That's when you pull out your sign that has the 7-eleven logo circled and crossed out.


Posted by: shorty28

how about when a cust sees PULL on the front door and the dumb a** still pushes on the door.


Posted by: Prometheus2k2

BUMP!!!

Customer care calls me today in my store, which is weird enough... STORY TIME:

Me: Cingular Wireless
CC: Hi, do you guys have the 3125 in stock?
Me: Yes, TELL THE CUSTOMER THERES A DATA CHARGE WITH THAT PHONE!
CC: What? Data charge? I have it at 100 dollars...
Me: THATS WITH 20 DOLLAR SMARTPHONE CONNECT DO NOT LET THE CUSTOMER COME INTO MY STORE WITHOUT KNOWING THEY NEED THAT DATA CONNECT TO GET THE 200 DOLLAR REBATE!
CC: Ok... Bye!

Couple hours later:

Me: Hello
Customer: I'm here for a 3125 AND I WANT DATA!

.

One Love,
Prom


Posted by: shorty28

Quote:
Originally Posted by Prometheus2k2
BUMP!!!

Customer care calls me today in my store, which is weird enough... STORY TIME:

Me: Cingular Wireless
CC: Hi, do you guys have the 3125 in stock?
Me: Yes, TELL THE CUSTOMER THERES A DATA CHARGE WITH THAT PHONE!
CC: What? Data charge? I have it at 100 dollars...
Me: THATS WITH 20 DOLLAR SMARTPHONE CONNECT DO NOT LET THE CUSTOMER COME INTO MY STORE WITHOUT KNOWING THEY NEED THAT DATA CONNECT TO GET THE 200 DOLLAR REBATE!
CC: Ok... Bye!

Couple hours later:

Me: Hello
Customer: I'm here for a 3125 AND I WANT DATA!

.

One Love,
Prom



Nice strategy. Don't mind if i borrow it?

The other day, i had two gay teens with their mom and they wanted to upgrade their phones. one of them got a d807 (white) and i told him about the media works package that would go well with it, his mom didn't want them with any data package at all, as a matter of fact, she wanted the medianet blocked on her account.

so, the other gay dude, wanted a nokia E62. so, i could've just listened to the mom and not offer the PDA package with it, but as a salesman i offered anyways, because the E62 is actually pointless without the package. again she refused and she blew on me for offering again. i also told her that it'll save her $20 today and plus she won't get the rebate with it. she didn't care, she didn't want her sons to have it.

2 days later, the same dude that bought that E62 returned it back to the store because he said that he had no use for it. he returned it for the SLVR. of course, i had rub it in.

i just don't understand the logic behind it, why do people proceed to purchase expensive a** PDA or smartphones and don't purchase the package that allows it to function at it's fullest potential. that's like saying you purchase a playstation without the games to go with it or without a memory card.


Posted by: MWPhoneGuy

Quote:
Originally Posted by shorty28
i just don't understand the logic behind it, why do people proceed to purchase expensive a** PDA or smartphones and don't purchase the package that allows it to function at it's fullest potential. that's like saying you purchase a playstation without the games to go with it or without a memory card.


I may use that line with a customer when they refuse a data plan on a PDA


Posted by: Prometheus2k2

So dude has BMG account. Wants to buy an e62. I don't know if anyone has seen the BMG pricelist lately, but everything is ridiculous. The E62 is free after rebate with data, normally 199.99. So my buddy's talking to the guy.

Rep: So if you get the data package you can get this phone for free.
Cust: I don't want the data package.
Rep: You have a discount on your account for 15% not only on your monthly voice but also on your data charges.
Cust: I don't want the data package.
Rep: If you get the data package and cancel it in 6 months you'll actually save 20 dollars.
Cust: I don't want the data package.

These people...

One Love,
Prom


Posted by: NukuCamui

Why even get a data device if you dont want a data package? Whats the point?


Posted by: Madcat455

ohhh...ohhh.. I just had one..woohoo.

Lady calls in, tells me that in Sept she bought a phone from me and I told her that she'd get a rebate "Check"... she is pi$$ed because she got a Visa card. I tell her that I haven't told anybody they'd be getting a "Check" in a year now (not sure about it being a year since Cingy stopped checks.. but it feels like it ).

So she starts arguing telling me that "it's not a rebate if he HAS to spend it to get it". I apologize to her, telilng her that that's just how Cingular's rebates are done... been that way for a while, and I've not mentioned "Checks" since they've started the new card.

So, now she's really steamed... tells me that she's locked into a 2yr cont. for service that she doesn't want... and she's going to tell everybody how crappy cingy is and how I misrepresented Cingular...lol.

SO.. what's the big deal??? I understand if she want's to bank $50, but... geez... just use it to buy groceries and bank the $50 you would've spent on those WTF's the problem.

SO... I just ended up apologizing for the "misunderstanding"... and shut up for a good 30 sec. to let her know that the conversation was over.. she eventually hung up.

If she would've been nice about it, and not Bi##ching me from the get go, I would've bought it from her for $50 and just used it myself.. but noooo!!!.. she had to give me attitude. I mean... really, the F'n rebate form has a PICTURE of a visa card on it... and I've never slipped and said check since they started, just to avoid crap like this..lol.

I've got $20 that she comes in sometime next week to get some "face time"


Posted by: shorty28

This one dude comes into the store 2day and starts trippn for nuthin. i had to call this dudes name about 4 times before he decided to come to the counter. he tells me that his phone isn't working and that's it been acting up for sometime. the phone screen goes blank and his answer key doesn't work. moto v120 (crap). he asks if its time for him to upgrade, i check his contract and the guy has 8 months left in his contract and his ARPU isn't worth a sh**! so, i tell the dude that i can offer him a 1 year discount on the RAZR, (the phone he wanted). when i quoted him the prices the dude almost had a heartattack. he wanted the phone FREE! i kinda laughed, but not on purpose. i'm thinkn to myself, "The RAZR FREE! lol. anyways, he proceeds to whine like a little b**** and says that he's gonna to centennial where they know how to treat there customers. i said OK and he got pissed and left. i love sarcasm.


Posted by: shorty28

this lady came into the store and wanted to add a line to her plan for her daughter. she told me that they quoted the nokia 6030 as free on the phone. i checked online and the phone went up to 19.99. i asked her when did she check the price and she told me yesterday. i checked the notes to see the price that the rep quoted and nada didn't see a thing. told her that i can only offer the online price, which was the same as ours, 19.99. she got pissed and wanted the phone for "FREE"! i told her that i can only offer her the price that online is offering and i told her that their deal is actually better because we were charging 39.99 for that same phone. she was obviously pissed. i told her that i will ask my manager to see if they could honor it. she wasn't a TDMA customer or migrated blue customer, so my manager refused to told me to offer her the online price. i told her again 19.99 is the cheapest that we can go. she told me that she's canceling her service and left the COR. (see new thread on subject)

What has this world come to? She couldn't afford 19.99 for a piece of equipment valued @ 219.99! And she wasn't broke @ all. The lady owned several business and drove a f***n Mercedes.


Posted by: NukuCamui

so, I was listening to a rep today, and heres what happened.

The customer needed to add an international package because she was going to Mexico to see her father, who had an aneurysm and may possibly die, next 48 are touch and go, etc etc. Life story basically.
At the end of the call, the rep said "Have fun and enjoy your trip!"


Posted by: holaDude

Quote:
Originally Posted by shorty28
this lady came into the store and wanted to add a line to her plan for her daughter. she told me that they quoted the nokia 6030 as free on the phone. i checked online and the phone went up to 19.99. i asked her when did she check the price and she told me yesterday. i checked the notes to see the price that the rep quoted and nada didn't see a thing. told her that i can only offer the online price, which was the same as ours, 19.99. she got pissed and wanted the phone for "FREE"! i told her that i can only offer her the price that online is offering and i told her that their deal is actually better because we were charging 39.99 for that same phone. she was obviously pissed. i told her that i will ask my manager to see if they could honor it. she wasn't a TDMA customer or migrated blue customer, so my manager refused to told me to offer her the online price. i told her again 19.99 is the cheapest that we can go. she told me that she's canceling her service and left the COR. (see new thread on subject)

What has this world come to? She couldn't afford 19.99 for a piece of equipment valued @ 219.99! And she wasn't broke @ all. The lady owned several business and drove a f***n Mercedes.


The 6030 has never been offered for free online that I can remember, it's always been 19.99. I've seen it anywhere from 174.99 to 219.99 retail depending on the market. I get people calling in about their upgrade all the time wanting the razr for free or they will cancel. Since most have a two or three months left, I tell them that cancellation fee is 150.00 and get them to the retention department. They laugh when I tell them the customer wants a free razr.


Posted by: ivwshane

For an add a line I would have given it to her for free. What difference is $20 going to make?


Posted by: shorty28

Quote:
Originally Posted by ivwshane
For an add a line I would have given it to her for free. What difference is $20 going to make?


me having a job!


Posted by: VMV702

Quote:
Originally Posted by shorty28
me having a job!


well I guess different markets and stores are run differently because my manager would NOT have let a customer walk on a new activation over a $20 dispute in price...

Are u guys allowed to meet comp?


Posted by: elushon

COR is pretty anal about phone pricing. What it be is what it be. At least in my market and apparently others as well.

Agents are about the ponly price that canfudge the price it seems...Although we gerenally don't do it either.


Posted by: dizzle247

care can change the price of a phone as much as they want .. "the customer rules"

i've given away BB 8700's and 8125's for like $20 before cuz the cust was b****ing about it for hours. Didn't wanna fight anymore and broke down and gave it to him.


Posted by: shorty28

Quote:
Originally Posted by VMV702
well I guess different markets and stores are run differently because my manager would NOT have let a customer walk on a new activation over a $20 dispute in price...

Are u guys allowed to meet comp?


yes we are allowed to price match, but cs or cingular.com wasn't offering the phone for FREE. even the local agent store wasn't offering it for that price either. i told her the only FREE phones i was aware of was the L2, which is something we did not carry.


Posted by: dizzle247

Quote:
Originally Posted by shorty28
yes we are allowed to price match, but cs or cingular.com wasn't offering the phone for FREE. even the local agent store wasn't offering it for that price either. i told her the only FREE phones i was aware of was the L2, which is something we did not carry.


BEUC offers the nokia 6030 and 6010 for free.


Posted by: cingtd

Quote:
Originally Posted by dizzle247
BEUC offers the nokia 6030 and 6010 for free.

Not everybody is eligible for BEUC pricing. How is this helpful to those folks??


Posted by: Prometheus2k2

Quote:
Originally Posted by cingtd
Not everybody is eligible for BEUC pricing. How is this helpful to those folks??


BEUC=BMG?

The consumer BMG list has it at 9.99. 6030 is a great phone. There is absolutely nothing wrong with that phone except for it's lack of features. It does what it does very very well.

One Love,
Prom

P.S. I'm in COR and we are allowed to do a lot of stuff for actos. NCA market.


Posted by: SmokinTrickster

Where to begin...

Around 2:30pm today I had a customer who said he was elgible for a upgrade and had broke his phone so really needed one for his business. No problem.
I showed him the phones and he opted for the SGH-c417.

I pull up his account and notice he was a blue customer still on a old at&t plan. His line is the main one. I inform him that since his is on a old at&t plan that he would need to switch plans to another one. Also that he would have to upgrade both lines. He gets upset but chills after I explain why. His plan is at&t and won't work with cingular plans, and his daughters at&t phone won't work with cingular plans either so he has to upgrade her also. I show him the plans and explain the benefits of cingulars plans to at&t. (Rollover, Better reception(heh), etc.)

He says he can't do it anyway b/c his daughter has to pick out a phone and she wasn't there. I give him my card he leaves.


4:50pm he returns. We close at 5pm on Saturdays. His daughter comes in and says she wants the red c417. Ok we are good to go. I'm ready to get the hell out of there so I jump on into POS 1 and start to upgrade. First phone get to the renew contract button.. some "null error.." I can't do it. So I have to call it in. I get someone and give the the imei's and sims.. While i'm waiting on her to do the daughters second line I go ahead and flip over the brochure they got in front of them and ask if she would like a txt package. He says yeh she needs one and of course picks the cheapest txt starter for 4.99. I then here the person on the other end ask what features on that line and before i tell her the guys says "Hey what's this night and weekends 7pm?" I ask the rep I m talking to to hold.

**It begins**

I tell him thats a feature you can have on your rate plan if you would like your unlimited nights and weekends to start early. He says that he had that on his old plan and has to have it b/c he does all his talking at 7 apparently. So I tell him I can have it added.. But he says "I didn't have to pay for it before on my old plan..." Well sir on this plan you have to add it otherwise they start at 9pm. He says he wants his old plan back with a broken phone then to switch over.. Im like wonderful. I tell the rep on the phone and she says customer service has to do this. So she finishes the upgrade and wishes me luck.

I call CS, and just tell them to transfer me to saves.. I get to saves while explaining to the guy they can probably cut him a deal. I get a person on the line and have the read the notes etc and update them on the situation. She ask for the customer and they talk for awhile. He hands me back the phone and she is like "He doesn't want the plan, he was offered the extend nights and weekends for free for 6 months but wanted it permanently and we can not do it." Whatever lets go back to the old plan. She says she's not sure how to do it to a at&t plan, she has to ask a manager or whatever. **HOLD**

When she gets back.. "Daniel, we can no longer migrate orange back to blue."
It's beginning to look a lot like Christmas... I tell him this and then let her explain it to him again.. since they are trained for this and I'm tired.. He gets pissed and says that he never agreed to the new rate plan.. so we can't tell him he can't have his old one.. so I get the phone again.. she says that he wants them to set his number up to port out.

I ask her if they can offer him some kind of bonus minutes.. b/c during all this i was looking at his past 3 bills he does about 100 anytime minutes and 1000-1200 n/w minutes.. (this guy is not worth crap) so if they just gave him some bonus minutes he wouldn't go over even if all his talk time was between 7-9. Makes since to me anyway..

**The grand finale**

She ask me to hold for a sec.. comes back and tells me to offer they guy
1000+ rollover minutes right now one time.
450+ rollover minutes added on to his plan for 6 months each month
7-7 free for 6 months

If this guy maintained the same amount of talk time he has the past 3 months, he would accumulate (math)

FT 700 plan + 450 +1000 rollover
-100 a month for anytime minutes used
=

600 rollover a month for 6 months for new plan
450 a month extra rollover
1000 added on

=
7300 rollover after 6 months

If he decided to cancel his early nights and weekends after that since he would have to pay, and lets say all his nights and weekend minutes were used between 7-9 on weekday nights that would still just be 1k a month.

So... more math...
1000-600 that he didn't use in his original plan would be 400 rollover a month

7300/400
=
18.25 months
+ 6 months already went thru

24.25 months.. hes out of contract...

Granted I didn't have time to do this math.. I just figure this out as i'm typing this. But I did tell him that he would have thousands of rollover mintues, and that since he only uses 1000 nw minutes a month anyway that he would have plenty of minutes to last a long time...

HE TURNED IT DOWN!

So there you go.. theres no pleasing some people... now he gets to goto a different carrier I guess.. pay the activatoin fees, and not get anything close to his old plan.. or what cingular was offering him..

BAHHH well I'm going to relax... VENT OVER


Posted by: spiritofseth

I had one cry the other day,
she broke her v180 and wanted a new phone, I sold her on a C417 then when i told her about the new 2 year agreement she freaked out and gave me lines about being a great customer (45$ grandfathered arpu BTW) and deserving a discount. I then offered her the other option of buying a phone outright. she thought that was a great idea and when I told her the cost of a 6030 she started crying hysterically in front of everyone in the store " but you dont understand I have sick relatives,, sniff cry cry" the whole store went silent and everybody stared at me like I had made her cry. our DM was standing next to me and tried to console her but she wouldnt stop. eventually another customer offered to give her his black RAZR! (he just spent 1300$ on several 8525's) SHE REFUSED A FREE RAZR.
neways she ended up buying a c300 from a rep who had an extra one.


Posted by: Superpimp

Quote:
Originally Posted by spiritofseth
I had one cry the other day,
she broke her v180 and wanted a new phone, I sold her on a C417 then when i told her about the new 2 year agreement she freaked out and gave me lines about being a great customer (45$ grandfathered arpu BTW) and deserving a discount. I then offered her the other option of buying a phone outright. she thought that was a great idea and when I told her the cost of a 6030 she started crying hysterically in front of everyone in the store " but you dont understand I have sick relatives,, sniff cry cry" the whole store went silent and everybody stared at me like I had made her cry. our DM was standing next to me and tried to console her but she wouldnt stop. eventually another customer offered to give her his black RAZR! (he just spent 1300$ on several 8525's) SHE REFUSED A FREE RAZR.
neways she ended up buying a c300 from a rep who had an extra one.

Wow so she was stupid and a B!%(h I love how every person who water damages, loses, destroys, their phones tells me it's a busines sline they're great customers yadda yadda yadda and they deserve a free 8525 on a $19.99 TDMA plan


Posted by: holaDude

OMG, what is it with some customers.

Customer calls in as this is the second time in a row she has a 400.00+ phone bill for going over her minutes:
cust: I don't appreciate the fact that you don't call customers to let them know that they have gone over their minutes and offer them another plan. I think you need to credit me for both months for not calling me.
me: I sorry to hear you have had some large overage charges on your bill, but Mrs. customer, we do not contact customers letting them know they are over their minutes and that they should change rate plans.
cust: I still don't see why you can't credit me as you should have called to let me know about going over my minutes. I plan to upgrade my phone and renew my contract with you for two years.
me: (looking at her current usage) Mrs. customer, we have almost 60 million customers. The expense of reviewing, and contacting even x amount of customers would be quite large. Also, I see that you are at this point over your minutes, I am more than willing to change and backdate your rate plan to the start of this bill cycle to cover any overage.
cust: No, I have to think about this and will call back later if I want to do that.


Posted by: Lambert

Quote:
Originally Posted by spiritofseth
I had one cry the other day,
she broke her v180 and wanted a new phone, I sold her on a C417 then when i told her about the new 2 year agreement she freaked out and gave me lines about being a great customer (45$ grandfathered arpu BTW) and deserving a discount. I then offered her the other option of buying a phone outright. she thought that was a great idea and when I told her the cost of a 6030 she started crying hysterically in front of everyone in the store " but you dont understand I have sick relatives,, sniff cry cry" the whole store went silent and everybody stared at me like I had made her cry. our DM was standing next to me and tried to console her but she wouldnt stop. eventually another customer offered to give her his black RAZR! (he just spent 1300$ on several 8525's) SHE REFUSED A FREE RAZR.
neways she ended up buying a c300 from a rep who had an extra one.


Your district manager was there and the rep had the balls to sell his own phone to her?

Doesnt that fall under conflict of interest?


Posted by: glb

It's very interesting, and educational, listening to what customer service has to put up with... It is a special talent, and I couldn't do it on a bet.. I do feel kinda warm and fuzzy that I don't abuse CS, even when irritated... The worst I can remember was telling 'Johnny' that I would not give him my EMIE (?), because he was the 4th person asking for it, and he was going to tell me ' oh, that's a data device, I will transfer you to a different department' (He did just that when I repeated to him I was calling about a broken 3125)..
What is an "arpu", how would I find out if I am worthy of retention, or if I would not be much of a loss? I'm not being sarcastic, I'm being real.. I recognize that some customers are worth more to keep, so I'm wondering how to find out before looking like a fool, if it were to ever come up...
BTW, I have a 3125, and no data plan, because data on my phone is not my thing... but syncing with Windows is.. I don't have a need for data, so any plan would be a waste for me.. I would consider it, for around $10- 15 per month, but they (you) don't offer it, so I don't need it...


Posted by: MWPhoneGuy

Quote:
Originally Posted by glb
What is an "arpu", how would I find out if I am worthy of retention, or if I would not be much of a loss? I'm not being sarcastic, I'm being real.. I recognize that some customers are worth more to keep, so I'm wondering how to find out before looking like a fool, if it were to ever come up...

ARPU is basically the amount before taxes that you pay every month. Finding out how worthy you are of retention is definitely confidential information. But, the higher amount you pay Cingular every month, the more Cingular wants to keep you.


Posted by: spiritofseth

ARPU Take your last three months of service and subtract taxes and fees, the core amount you spend must average 75$ or higher over the last three months for cingular to give a flying fart about you. also this is per line not per account, so if daddy is on a 70$ family plan + 9.99 for MEdianet then yay for daddy! but if momma is a 9.99 add a line and needs an early upgrade then too bad! the exception is if there is 1 unprofitable line on the account it will cause all lines to be considered unprofitable (unprofitable means excessive EONS among other things)!


Posted by: crystus

Just had this it was precious.

A young girl pulls up in front of the store with her friend on bikes.

She walks in visibly upset.

Me- Welcome to Cingular how can I help you?
Her- I need a replace ment phone.
Me- What happened?
Her- I was riding my bike and dropped my phone and a car ran over it.
Me- Let me pull up your account.
Her- You just can't give me a replacement.
Me- No with personal damage like that there is no swapping out.
Her- My dad is going to kill me.
Me- Well there is no phone insurance on there so if you needed a new phone you would have to buy it outright.
Her- Ok, give me it retail and put it on my dads bill.
Me- Unfortunately we don't have the ability to put a phone on the bill it has to be paid up front.

Thinking- Yeah bill it so your dad can kill me.


Ever have anyone scratch off the litmus paper to try to hide water damage?
One of those today too.


Posted by: 1badprincess

Here's a kicker.

Near closing and a couple walks up to my kiosk and the woman has her phone and box in her hand.
Me: Hi how can i help you... blah blah blah
Woman: Yea i bought this phone about a month and a half ago and i want to exchange it for a different one.
Me: You bought it a month and a half ago got your rebate back and want to exchange it. ( i saw the rebate mixed in with the paper work from her sale)
Her: Yea the guy said I can exchange it if i didnt like the phone and i think its a piece of crap (nokia 6102i)
Me: Ok.... you could have exchanged it if you were within the 30 day return/exchange period. But you have definately surpassed that.
Man steps in: Well the guy said that we could exchange it if she didnt like it.
Me: You could have within the 30 days, which it also states in your receipt, contract and right here (we have it posted on the desk).
Man: Well i dont care what it says the guy told us blah blah blah
Me: (now i happen to know the rep who sold the phone to him and he is not a complete moron) Well i'm sorry if there was any confusion but right on the page where she signed the contract it states the return policy and it is also printed on your receipt. Besides that, what place that sells electronics that you know of has longer than 30 days to return your device? And besides THAT, it took you a month and a half to determine you didnt like your phone?
Woman: (starts laughing very annoyingly)
Man: Well i guess thats it, we'll just port the number to verizon.
Me: (while handing everything back to them) Ok, let me know how your 175 ETF and activation fees with verizon turn out Thanks for stoppin by!


Posted by: impyman

Quote:
Originally Posted by hury up n wait
It was awesome!! I used to beg to work closing shift. LOL
Also got free alcohol, again b/c inv was so messed up the never missed it. Or I would just say I dropped the bottle stocking shelves. I miss that gig



you sick needy basard.....


Posted by: impyman

I hate the *******S who come in reminding me walmarts price s are cheaper than ours. If i had a drink for every time i heard that id be an alcoholic until im 50.


Posted by: 1badprincess

So i definately just got a guy come up and ask what the difference between our phones and crickets phones. As i proceed to tell him he interupts me and starts asking me a whole bunch of questions that i could not possibly understand because he sounded like frikkin boomhower from king of the hill. I kid you not!!! FRIKKIN BOOMHOWER!!!!! actually worse than that. Now i'm pretty good at communicating with people whether they have broken english or even if they stutter alot...... but dang!!!! FRIKKIN BOOMHOWER!!!!!


Posted by: impyman

Quote:
Originally Posted by 1badprincess
So i definately just got a guy come up and ask what the difference between our phones and crickets phones. As i proceed to tell him he interupts me and starts asking me a whole bunch of questions that i could not possibly understand because he sounded like frikkin boomhower from king of the hill. I kid you not!!! FRIKKIN BOOMHOWER!!!!! actually worse than that. Now i'm pretty good at communicating with people whether they have broken english or even if they stutter alot...... but dang!!!! FRIKKIN BOOMHOWER!!!!!


Tell him you dont accept foodstamps and he will be on his way....


Posted by: dr0d

ya this is a long one but its a funny one.

One day at work a couple years back I had this Spanish speaking guy that came in wanting a pre paid card. He started to tell me something in Spanish but since I couldn’t understand him he said thanks and left. So about 15min later a crazy old white guy comes running in, saying he was a US Marshal. He told me I was in violation on the federal communications law stating I had to add minutes to a customers phone when asked…. Then he said he wanted a refund. I told him we could not refund pre paid cards. He went off even deeper. He grabs his phone and pretends he was calling the pentagon for back up and to also send bounty hunters to are store and at are homes. I was scared cuz this guy was ill, hes was f**ked in the head you know. I said sir we cant refund your money…. He starts yelling at me more(at this time people were leaving the store) because I insulted him. He pointed at the 4 stars on his trucker hat and said I was talking to a 4 star general and that his name was general stsien and that he was 3rd in power right under powell. I asked him if I could just add the minutes into the phone. He said d**n right u are. He jumps back on the phone with the “pentagon” and started to call off the bounty hunters to are store and to my house. After that he said thank you and have a nice day.


This guys ended up being a monthly customer and every time he came in it was an issue, we even called the cops on him once. But I will save those storys for another day.


Posted by: triknight

Quote:
Originally Posted by dr0d
ya this is a long one but its a funny one.

One day at work a couple years back I had this Spanish speaking guy that came in wanting a pre paid card. He started to tell me something in Spanish but since I couldn’t understand him he said thanks and left. So about 15min later a crazy old white guy comes running in, saying he was a US Marshal. He told me I was in violation on the federal communications law stating I had to add minutes to a customers phone when asked…. Then he said he wanted a refund. I told him we could not refund pre paid cards. He went off even deeper. He grabs his phone and pretends he was calling the pentagon for back up and to also send bounty hunters to are store and at are homes. I was scared cuz this guy was ill, hes was f**ked in the head you know. I said sir we cant refund your money…. He starts yelling at me more(at this time people were leaving the store) because I insulted him. He pointed at the 4 stars on his trucker hat and said I was talking to a 4 star general and that his name was general stsien and that he was 3rd in power right under powell. I asked him if I could just add the minutes into the phone. He said d**n right u are. He jumps back on the phone with the “pentagon” and started to call off the bounty hunters to are store and to my house. After that he said thank you and have a nice day.


This guys ended up being a monthly customer and every time he came in it was an issue, we even called the cops on him once. But I will save those storys for another day.



WOW!!!


Posted by: speedtec11s

So customer comes in today with a bluetooth headset and a receipt from 3 months ago. He says "I want my money back."

I say, "I am sorry sir, but this is far past our 30 day return policy."

he replies "No this receipt is for the first one I bought, I lost my receipt for the one I bought in December."

I say "Ok let me see if its under your transaction history."

(It sure as hell is not)

"I am sorry sir, without a receipt I can not return this product, our return policy is clearly stated on the back of your receipt."

He gets pissed, swears, and now keep in mind this is an older man here. I explain to him again, that I can not return this based on our company policies. So he gets so mad, he says "You can keep it then!" and then throws the bluetooth package at me. I moved, it grazed my arm. I asked him to leave, and another co worker told him not to return to our store. He mocked us. So when the security came and found him, he did not act so tough, and simply stated "I won't come back anymore."

PEOPLE NEED TO LEARN TO READ! 30 days is long enough for a return. Realistically you have 30 days from the original date of purchase to bring your lazy *** back to the store and get a refund.


Posted by: shorty28

i had this weirdo come into the store with a nokia 6102i in hand and a cingular bag full of crap in it. the guy says that he wanted to return the phone and get a RAZR phone because we were out a few days ago and he wanted it. so, i looked in the bag and see the guys charger, manual, and everything except the box.
i asked him where's the box and he said that no one give him one. i'm thinkin to myself "okay?!" , u pay 119.99 plus tax for a new phone and u mean to tell me u didn't get a box with it. what a load of sh**! he said he never got one. clearly the guy wuz a lil screwloose, but c'mon. i told him about the $25 service fee, if he can't return the equipment in like new condition without the box, he gets pissed! and the funny part is i see the mail in rebate in the bag with the IMEI label stapled to the rebate form. no box huh???......................

so my manager checks the back to see if we had a spare box for him. no luck. the guy was getting more pissed because i was being sarcastic about and smurking the whole time. so my ASM told me to just take it back and waive the service fee.

so the guy procedes to ask me where the cases for the RAZR were and i showed him. moments later my co-worker asked me a question about an upgrade and i stepped away for a second. the floor superviser asked my guy if he needs anymore help, the guy gets pissed and says that i left him and didn't help him pick out a case for his phone and she asks if he wants her to get me back so i can assist him further, he tells her no and says that he don't want me to help him anymore and he's gonna call the cingular head office on me!

WTF???


Posted by: Plutar

Quote:
Originally Posted by shorty28
i had this weirdo come into the store with a nokia 6102i in hand and a cingular bag full of crap in it. the guy says that he wanted to return the phone and get a RAZR phone because we were out a few days ago and he wanted it. so, i looked in the bag and see the guys charger, manual, and everything except the box.
i asked him where's the box and he said that no one give him one. i'm thinkin to myself "okay?!" , u pay 119.99 plus tax for a new phone and u mean to tell me u didn't get a box with it. what a load of sh**! he said he never got one. clearly the guy wuz a lil screwloose, but c'mon. i told him about the $25 service fee, if he can't return the equipment in like new condition without the box, he gets pissed! and the funny part is i see the mail in rebate in the bag with the IMEI label stapled to the rebate form. no box huh???......................

so my manager checks the back to see if we had a spare box for him. no luck. the guy was getting more pissed because i was being sarcastic about and smurking the whole time. so my ASM told me to just take it back and waive the service fee.

so the guy procedes to ask me where the cases for the RAZR were and i showed him. moments later my co-worker asked me a question about an upgrade and i stepped away for a second. the floor superviser asked my guy if he needs anymore help, the guy gets pissed and says that i left him and didn't help him pick out a case for his phone and she asks if he wants her to get me back so i can assist him further, he tells her no and says that he don't want me to help him anymore and he's gonna call the cingular head office on me!

WTF???


You were rude. But yeah, he sounded crazy. You still sounded rude though.


Posted by: Alfred_Neuman

Quote:
Originally Posted by elushon
COR is pretty anal about phone pricing. What it be is what it be. At least in my market and apparently others as well.

Agents are about the ponly price that canfudge the price it seems...Although we gerenally don't do it either.


cor store policies for cingular are like women(no offense but fact). they flip flop and cant make up their mind in policy on price matching/discounts.

i remember we could price match cingular,best buy,etc but they needed to get data.


Posted by: brealmp3

Quote:
Originally Posted by speedtec11s
So customer comes in today with a bluetooth headset and a receipt from 3 months ago. He says "I want my money back."

I say, "I am sorry sir, but this is far past our 30 day return policy."

he replies "No this receipt is for the first one I bought, I lost my receipt for the one I bought in December."

I say "Ok let me see if its under your transaction history."

(It sure as hell is not)

"I am sorry sir, without a receipt I can not return this product, our return policy is clearly stated on the back of your receipt."

He gets pissed, swears, and now keep in mind this is an older man here. I explain to him again, that I can not return this based on our company policies. So he gets so mad, he says "You can keep it then!" and then throws the bluetooth package at me. I moved, it grazed my arm. I asked him to leave, and another co worker told him not to return to our store. He mocked us. So when the security came and found him, he did not act so tough, and simply stated "I won't come back anymore."

PEOPLE NEED TO LEARN TO READ! 30 days is long enough for a return. Realistically you have 30 days from the original date of purchase to bring your lazy *** back to the store and get a refund.

did he really leave the headset?


Posted by: andy4310

This happened to me during the summer of 2001 when I was working for Radio Shack in Minnesota...

Now most of us know that in Minnnesota the fire code states that doors on stores have to open from the inside out. That means if you are leaving the store you have to push on it and if you are walking in to the store from the outside you will need to pull on the door to get it open.

Its the middle of the day, sunny and not a cloud in the sky. A coworker and I were just finishing a conversation about some of the dumb things that we have seen and I was starting to think about lunch.

The store was in a busy strip mall. On the front door were the hours of operation, an "open" sign, and a door handle... pretty standard setup.

A lady walks up to the store, stops, then looks inside the window. She then procedes to the door and begins to push on it. I looked at my co-worker and said "hell no" and looked back at her. She was now ramming the door trying to get it open. She then pauses, thinks a moment, looks at the hours of operation, looks at her watch, looks at the open sign and then starts pushing on the door again. After a few pushes she stops again, cups her hands around her eyes and leans up to the glass so she can see inside the store. Both my coworker and I motion for her to come in. I think we were both too stunned to even think of walking to that door to help her out. After seeing us inside the store she beings to get very angry. She stomped her feet, threw her arms in the air and after yelling something she began to push on the door again.

Finally she gave up, and started to walk away. After she got about 10 feet away from the door another customer walked up, pulled on the door, and walked in. To this day I dont know if she saw that customer pull on the door to get it open.


Posted by: dr0d

radio shack customers are the best. hahah the only words a radio shack customer know are "do your have an adapter for this?" or " do u have a converter for this" and always the classic "what do you mean your dont have it, this is radio shack isnt it!"


Posted by: VMV702

here was my "funny" of the day:

Customer: Yeah I wanna upgrade to the iPhone

Me: Sorry sir, check back in 6 months

Customer (flustered): WHY?!?!?!

Me: Well for ONE, that's when you'll be eligible for upgrade and TWO, THAT'S WHEN THE PHONE COMES OUT!!!

We actually both got a good laugh out of it


Posted by: hury up n wait

Quote:
Originally Posted by impyman
you sick needy basard.....



Surely you're joking. what 18-20 yr old STRAIGHT male is going to pass up the oppurtunity for free alcohol an lap dances
sorry I didnt mean to insinuate that you are gay but I'm pretty sure your boyfriend is j/k I love that line LOL


Posted by: speedtec11s

Hell yes he did...and I tossed it in the trash.


Posted by: Texasags

Quote:
Originally Posted by CrazeeSweet
I work in a call center for Cingular and I had a really nice customer..not the smartest tho...

When I asked her for her 10 digit wireless number
She said- Is that on the box

Come on now..what phone do you know comes with the phone number on the box that the phone came in..geez


Actually, back in 1991, I worked for a retail store that sold cell phones (mostly bag phones for MetroCell in the north Texas area, later bought out by AT&T) and when the phones came in, we would program them during slow times and write the phone number on the box, so when the customer came in, it would only take a few minutes.


Posted by: jflore02

[B]opening shift:

I come in to set everything up and I notice a customer comes up to the door around 9:40 am and shakes the handle. He looks at the sign and "pop" ,realises we don't open until 10. He stands against the door practically for the next 20 mins with his arms folded. I'm thinking, "this guy has something really important to take care of..." So, at 10 am I open the door and welcome him "to Cingular" and ask him how I can help. He hands me his bill stub and says he has to pay it. I look at the bill and it is only $9.30 . I bring the account up to take his payment and I realise his bill isn't even due for 3 weeks! I don't understand people. He could have mailed it.


Posted by: Texasags

Quote:
Originally Posted by jflore02
[B]opening shift:

I come in to set everything up and I notice a customer comes up to the door around 9:40 am and shakes the handle. He looks at the sign and "pop" ,realises we don't open until 10. He stands against the door practically for the next 20 mins with his arms folded. I'm thinking, "this guy has something really important to take care of..." So, at 10 am I open the door and welcome him "to Cingular" and ask him how I can help. He hands me his bill stub and says he has to pay it. I look at the bill and it is only $9.30 . I bring the account up to take his payment and I realise his bill isn't even due for 3 weeks! I don't understand people. He could have mailed it.


It's all about them being in control.

I had a similar situation when I worked at Office Depot a few years ago. The customer didn't wait quite as long, but when we opened the door, he asked to see the cabinets. Thinking he meant file cabinets or some other such office furniture, I led him back. He looked confused and asked if we had anything for the kitchen. I informed him that we did not. He looked around and said "This is Home Depot isn't it? Where are all the tools?"

I had to laugh out loud...


Posted by: SoCal91302

Quote:
Originally Posted by Texasags
It's all about them being in control.

I had a similar situation when I worked at Office Depot a few years ago. The customer didn't wait quite as long, but when we opened the door, he asked to see the cabinets. Thinking he meant file cabinets or some other such office furniture, I led him back. He looked confused and asked if we had anything for the kitchen. I informed him that we did not. He looked around and said "This is Home Depot isn't it? Where are all the tools?"

I had to laugh out loud...


"Sir, the only tool here is you."




Posted by: Texasags

Quote:
Originally Posted by SoCal91302
"Sir, the only tool here is you."


Exactly.

We used to have people come in and try to pay with their Home Depot credit card. They'd say "Well, it's the same company isn't it? Office DEPOT and Home DEPOT."


Posted by: drewyehboi

I am going to attempt to revive this great thread.

I had a customer come in yesterday and it started out rough, they wanted to upgrade but only wanted a one year contract and free phones. I asked them why and the lady that is doing all the talking turns to me and says "well, my mother is 62 and if she dies I don't want to be stuck with all them damn phones." Funniest thing is that she(her mother) was STANDING RIGHT NEXT TO HER!!!

So... I am a little shocked at this point but I go on to explain to her and her soon to be dead mother that if the phones are in mommy's name that she will not be held responsible. So this goes good and then I start showing them phones. I go through most of the basic phones that we have and all the different free ones we have. Little did I know that the funniest part was yet to come.

I get down to the w300i(now personally I don't like ericsons but this is a good phone) and the talkitive lady goes on to say.

"Ohh, nooo I don't like dem phones. My Sister had one of them Sony EXCURSION phones and it was a ****** phone."




...I beg your pardon...excursion you say?


Posted by: Texasags

Quote:
Originally Posted by drewyehboi
I am going to attempt to revive this great thread.

I had a customer come in yesterday and it started out rough, they wanted to upgrade but only wanted a one year contract and free phones. I asked them why and the lady that is doing all the talking turns to me and says "well, my mother is 62 and if she dies I don't want to be stuck with all them damn phones." Funniest thing is that she(her mother) was STANDING RIGHT NEXT TO HER!!!

So... I am a little shocked at this point but I go on to explain to her and her soon to be dead mother that if the phones are in mommy's name that she will not be held responsible. So this goes good and then I start showing them phones. I go through most of the basic phones that we have and all the different free ones we have. Little did I know that the funniest part was yet to come.

I get down to the w300i(now personally I don't like ericsons but this is a good phone) and the talkitive lady goes on to say.

"Ohh, nooo I don't like dem phones. My Sister had one of them Sony EXCURSION phones and it was a ****** phone."




...I beg your pardon...excursion you say?


That is like people who say "intendo" instead of "Nintendo".


Posted by: Hobseway

Quote:
Originally Posted by drewyehboi
"Ohh, nooo I don't like dem phones. My Sister had one of them Sony EXCURSION phones and it was a ****** phone."




...I beg your pardon...excursion you say?


Ok, this is kinda weird, but yesterday I had a mom and daughter combo looking for the new "Excursion" phone. We were all baffled until I asked her if it was an "Ericsson" phone she was looking for. The daughter who is probably 14 or so corrected me by telling me that it was, in fact, excursion, and said it was black and a flip phone. Well, of course it turned out to be the w300. They didnt end up buying it, but weird coincidence none the less.


Posted by: drewyehboi

HaHa, when I say that this was a mother-daughter combo, my daughter was about 50 or 60, making her incredibly stupid comment even stupider.


Posted by: RyanM

Quote:
Originally Posted by drewyehboi
HaHa, when I say that this was a mother-daughter combo, my daughter was about 50 or 60, making her incredibly stupid comment even stupider.



the daughter was 50-60 and the mother was 62?

"my mother is 62 and..."

having a kid at age 2-12, wow, that could be a new record, I thought it was like 13 or 14?


Posted by: drewyehboi

It might have been all the crack, she was probably 40, but thanks for being so considerate enough to correct my story.

**** you very much.


Posted by: NukuCamui

Quote:
Originally Posted by RyanM
the daughter was 50-60 and the mother was 62?

"my mother is 62 and..."

having a kid at age 2-12, wow, that could be a new record, I thought it was like 13 or 14?


fyi, youngest mother was 5 years old.
http://snopes.com/pregnant/medina.asp


Posted by: MrAlifEkin

Quote:
Originally Posted by NukuCamui
fyi, youngest mother was 5 years old.
http://snopes.com/pregnant/medina.asp



Ok, that's just weird...and gross


Posted by: straylightrise

off topic lol

I've only gotten in a heated argument with a customer, and that was when I was showing my blackberry's durability. I was tossing it around our mall and he got mad because he thought if I broke my blackberry he'd have to buy it...idiot.

Loaded him up with 3 BBs and every known accessory :-D


Posted by: iam4161987

Okay not really stupid customer... if she hadnt of insisted....

Okay there are four girls in our store.... keep in mind one is a redhead (me) one has brown hair.. and the other two have black hair...


This lady comes into my store and asks to be helped by the girl that helped her last time...

Me: Okay what was her name?
Cust: Don't remember... but she was blond.
Me: Well, we dont have any blond girls that work here. Are you sure it was this store?
Cust: YES IT WAS THIS STORE! Yes you do have a blond girl, she helped me last time, I want to speak with her. Whats her name?!
Me: I'm not sure who you are refering to because none of the girls here are blond.
Cust: What are you talking about I spoke to her just two or three days ago. Im not stupid. I cant remember her name, but she was about your height but she had pretty blond hair.
Me: Well, Ma'am I'm sorry, but I think you are mistaken...

this continued for about 10 mins... no exagerations... customer continues to become agravated...

Me: Alright, well lets look on your account, becausee everything is recorded..
Cust: Fine.

Finds out that it was infact not a blond girl but a girl with short BLACK hair. Customer got pissed and stormed out, after I called her from the back to help the customer, and she saw that she was not blond. We never saw that customer again.


Posted by: drewyehboi

So a guy returned his upgraded phone today because he didn't like the battery life(c417). He is being a total ****, I am at an indirect store and since he is being a ****, I tell him I have to send him a refund check request even though he paid cash...so he gets pissed.

Anyways I get the refund done and pop a note on the account about the contract date.

The he says, "I want something in writing about the $18 fee being credited back"

So I'm kinda annoyed and I wanna mess with this guy, so I say "that 18 dollars sure gets ya"

He gets even more pissed and says "don't gimme that crap, I want my $18 back"

"Sir, I'm just agreeing with you, they try and get you wherever they can. I have to deal with this every day, its like working for a portopottie company, you're just gonna catch crap all day in here"

Needless to say he felt pretty stupid when we were done and work wasn't quite as boring as it usually is for me


Posted by: brealmp3

i had someone call today and want to finance a phone...


Posted by: suthurnlatino

Quote:
Originally Posted by brealmp3
i had someone call today and want to finance a phone...




I was laughing at Circuit City when they told me they finance Xbox 360s...




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