vB Easy Archive - My worst day ever...

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My worst day ever...
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Posted by: hcho3806

I had these customers... in one day.

Customer 1: Why can't u activate iphone for me!? So, you just sell and tell customer to go away?

ME: Maam, for the 100th time, we can't activate your iphone, here.

Customer 2: Why are you charging me an upgrade fee!? Verizon never charged me.

Me: Actually, verizon chargers you 18 dollars as well. They just never told you. You also told me you had a automatic payment with verizon? And, I am not charging you an upgrade fee, my company is charging you.

Customer 3: Why can't you help me with this phone here!? I bought it from radioshack, and this is AT&T SERVICE! damn it!

Me: Uhh, maam. I did everything I could. It's your phone. I am just saying, you cannot return your phone here.

Customer 4: So you gonna charge me 18 dollars upgrade fee, phone and carrying case? Why can't you give me something for free?

Me: Sir, do you live in America?

Customer 5: You are in commision right? Then, you should price match this website (HE wants tilt for 149.99 dollars) You will get your commssion and I get a discount, so we will be all happy!

Me: Yes, sir. I get a commsion for selling this phone at 299.99 dollars.
But, I will be fired for selling it for 149.99 dollars.

Customer 6: Hey, I just bought a phone from non-AT&T website. I would like for you to set up an email account for me, right now. Because, they could not help me.

Me: .......
Next customer, please!

Posted by: MrAlifEkin

Sounded like a typical day for me. Geez, I'm glad I don't work there anymore. I salute those of you who've made it this far and feel sorry for those of you who just started...

Posted by: hcho3806

Where do you work now?

Posted by: jediistar

Quote:

Originally Posted by hcho3806

I had these customers... in one day.

Customer 1: Why can't u activate iphone for me!? So, you just sell and tell customer to go away?

ME: Maam, for the 100th time, we can't activate your iphone, here.

Customer 2: Why are you charging me an upgrade fee!? Verizon never charged me.

Me: Actually, verizon chargers you 18 dollars as well. They just never told you. You also told me you had a automatic payment with verizon? And, I am not charging you an upgrade fee, my company is charging you.

Customer 3: Why can't you help me with this phone here!? I bought it from radioshack, and this is AT&T SERVICE! damn it!

Me: Uhh, maam. I did everything I could. It's your phone. I am just saying, you cannot return your phone here.

Customer 4: So you gonna charge me 18 dollars upgrade fee, phone and carrying case? Why can't you give me something for free?

Me: Sir, do you live in America?

Customer 5: You are in commision right? Then, you should price match this website (HE wants tilt for 149.99 dollars) You will get your commssion and I get a discount, so we will be all happy!

Me: Yes, sir. I get a commsion for selling this phone at 299.99 dollars.
But, I will be fired for selling it for 149.99 dollars.

Customer 6: Hey, I just bought a phone from non-AT&T website. I would like for you to set up an email account for me, right now. Because, they could not help me.

Me: .......
Next customer, please!

Dude, if thats your worst work day ever then you have another thing coming during the holidays. Most of those questions you just stated are either 5 minute fixes or 20 second answers and you could have knocked those customers out in the same amount of time it took you to write this post.

Relax, take deep breaths and prepare for holiday hell.

Posted by: classylady78

It sounds like the worst of a bunch of days for me. But I get statements like the ones you posted at least a couple of times a day.

To be honest with you, when people start talking like that, I do the best to get them out of the store. The freebie people are not going to get any features and bring down your numbers. I refuse to price match (well I am not really allowed) Unless it is a new activation and they are getting the features.

And the iphone people who cannot activate their phones.....they have no business getting an iphone if they need us to activate it. It is worse when activations and apple send a customer into your store to activate the iphone. That is one irate customer.

But I think we all have days like this...you just have to keep plugging away. Sunday was a day like that for me. People all poed all day. NO activations, upgrades no nothing....I actually had to tell my manager I wasn't kidding about my numbers. LOL.

I hope you have better days.

Posted by: cingman66

At least 5 times a day I have this conversation on the phone:

Customer: "Do you have any iPhones in stock?"
Me: "Sir/Ma'am, we do not carry the iPhone."
Customer: "Do you mean that you don't have any?"
Me: "No, I mean we don't CARRY the iPhone."
Customer: "Aren't you an AT&T store?"
Me: "Yes, we are an authorized agent; but AT&T has determined that we are not fit to sell the iPhone, so you are better off going directly to an Apple store or to Apple's web-site."
Customer: (several seconds of puzzlement) "Do you know where one is?"
Me: "Sorry, no." (followed by severe and uncontrollable vomiting at the thought of a bleak, profitless Christmas season)

Posted by: ivwshane

Quote:

Originally Posted by cingman66

At least 5 times a day I have this conversation on the phone:

Customer: "Do you have any iPhones in stock?"
Me: "Sir/Ma'am, we do not carry the iPhone."
Customer: "Do you mean that you don't have any?"
Me: "No, I mean we don't CARRY the iPhone."
Customer: "Aren't you an AT&T store?"
Me: "Yes, we are an authorized agent; but AT&T has determined that we are not fit to sell the iPhone, so you are better off going directly to an Apple store or to Apple's web-site."
Customer: (several seconds of puzzlement) "Do you know where one is?"
Me: "Sorry, no." (followed by severe and uncontrollable vomiting at the thought of a bleak, profitless Christmas season)

Why don't you just do what all the other joe smoes are doing and by some yourself (I'm referring to your owner of course)? Sell them for the same price as msrp and enjoy the profits of a new act/upgrade with features

Posted by: cingman66

Quote:

Originally Posted by ivwshane

It is clearly against our Agent agreement to sell the iPhone in any capacity. Maybe some other Agents are willing to take that risk.

Posted by: Really_Annoyed

Quote:

Originally Posted by jediistar

Relax, take deep breaths and prepare for holiday hell.

And we had the extended holiday hours so I could get more of that BS in one day.

Posted by: MobileAddict

Quote:

Originally Posted by Really_Annoyed

And we had the extended holiday hours so I could get more of that BS in one day.

I think im gonna kill myself!

Posted by: fivestarsss

not trying to troll but I love reading the stupid customer posts I deal with them all day as well. Verizon does not charge an upgrade fee unless its an early upgrade... which would be 1 year or earlier if approved by a manager.

Posted by: holaDude

At least in th store you can kick them out of there, we are not really allowed to hang up on a customer when they call in. Also, try having a customer scream at you and manager for two hours on the phone stating that they will not hang up until you credit their account for the overage charges on their account that is over our limit that their "kid" did on the phne for 1600.00 in data usage. I don't get into that argument with customers any more as I always advise them that charges are valid, but I will have someone call them back in a few days after I file a ticket for a possible adjustment.

My response to them after I file the ticket is, "The credits will not be applied at this time, nor am I making any promise as to any adjustment to the account. If you have any other issues I will be happy to help with those issue, but as far as the adjustment request, I will no longer talk to you about that until the ticket is completed."

Most times they yell for 5 or more minutes about their adjustment request and when I ask if they have other questions, they yell more and hang up.

The good thing now, is that there is a warning message that should start to appear on the handset if the program will use more than 5mb of data now and will not let them access the program. I guess at&t has learned that there are to many adjustment request due to 3g features now and xm radio and mobitv.

Posted by: cingtd

Quote:

Originally Posted by holaDude

At least in th store you can kick them out of there, we are not really allowed to hang up on a customer when they call in. Also, try having a customer scream at you and manager for two hours on the phone stating that they will not hang up until you credit their account for the overage charges on their account that is over our limit that their "kid" did on the phne for 1600.00 in data usage. I don't get into that argument with customers any more as I always advise them that charges are valid, but I will have someone call them back in a few days after I file a ticket for a possible adjustment.

My response to them after I file the ticket is, "The credits will not be applied at this time, nor am I making any promise as to any adjustment to the account. If you have any other issues I will be happy to help with those issue, but as far as the adjustment request, I will no longer talk to you about that until the ticket is completed."

Most times they yell for 5 or more minutes about their adjustment request and when I ask if they have other questions, they yell more and hang up.

Been there, done that. I feel your pain.

Posted by: JRM

What you describe is the business we are in today, its rough and can get to ya after a while and I have Been there done that, The best thing a Retail store RSC can do is teach all customers as much as you can so they stop returning for the same issues- if the store is busy and your loosing out pass it off to a SSR and move on to the next sale as that is exactly what a SSR does, Sales Support Rep. Not sure how many of you were around between 2002 and 2004 when we used a neat system called Siebel and it crashed for A WEEK causing all upgrades and activations to be written down a "Solution is you" order pad and the customer had zero service for 168 hours strait- yup 7 days of a brand new expensive paper weight! Then the same non-competent rude angry customers piled back up to the point where the fire marshal kicks 20-40 people outside due to over crowing causeing a near riot. That my friend would be Black Friday 2003 or was it 2004- I cant remember as the years blend together after 6 of them on the sales floor, whenever it was it was just after LNP went into effect- Nothing will ever compare, so given today's opus bugs we are sitting pretty well overall.

Posted by: JRM

Here are my answers to the same customers- im honestly not trying to defend stupid customers as i think everyone in reatil gets these type of people:

Customer 1: Why can't u activate iphone for me!? So, you just sell and tell customer to go away?

That is correct, The I-phone self activates on your home computer when you connect it to i-tunes

Customer 2: Why are you charging me an upgrade fee!? Verizon never charged me.

$18 is half what we charge new customers. This fee is non-negotiable.

Customer 3: Why can't you help me with this phone here!? I bought it from radioshack, and this is AT&T SERVICE! damn it!

Raidoshack is a 3rd party dealer for us, they also carry some models we do not. All returns from there must return there. Have a good day

Customer 4: So you gonna charge me 18 dollars upgrade fee, phone and carrying case? Why can't you give me something for free?

The price of gas was $1.50 a gallon a few years ago, The prices of phones are no-longer free but I can discount a bluetooth headset by 15% due to your concern.

Customer 5: You are in commision right? Then, you should price match this website (HE wants tilt for 149.99 dollars) You will get your commssion and I get a discount, so we will be all happy!

I can certainly price match that web page, please fully understand that this will give you another line of service with another full 2yr contract and also requires the $39.99 PDA plan just like that web page

That's how they get that low price.

Customer 6: Hey, I just bought a phone from non-AT&T website. I would like for you to set up an email account for me, right now. Because, they could not help me.

Sure, you will need a $XX.XX package to enable that feature, rest assured we do not have contracts on add-on features and I fully recommend enjoying the full features of your device

Posted by: classylady78

Quote:

Originally Posted by JRM

Here are my answers to the same customers- im honestly not trying to defend stupid customers as i think everyone in reatil gets these type of people:

Customer 1: Why can't u activate iphone for me!? So, you just sell and tell customer to go away?

That is correct, The I-phone self activates on your home computer when you connect it to i-tunes

Customer 2: Why are you charging me an upgrade fee!? Verizon never charged me.

$18 is half what we charge new customers. This fee is non-negotiable.

Customer 3: Why can't you help me with this phone here!? I bought it from radioshack, and this is AT&T SERVICE! damn it!

Raidoshack is a 3rd party dealer for us, they also carry some models we do not. All returns from there must return there. Have a good day

Your responses are good...and in an ideal world they would be enough for a logical person....the only catch is that not all of our customers are logical. I have given these same responses only to have the customer still complain. And after that I just let them complain...Never argue with a fool. People may not be able to tell the difference.

Posted by: MrAlifEkin

Quote:

Originally Posted by hcho3806

Where do you work now?

I'm a technical project manager for a large bank.