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This is how my morning went. I was on the floor submitting tickets for the tech on duty (also me) to look at.
Me: Are you here for service and repair?
Cust1: Yes.
Me: How can I help you?
Cust1: Customer service told me I qualify for a program where I can pay $29.99 and get a two year contract for a new phone?
Me: OK, you’ll need to see a sales rep for that. Your name is on the queue so one will call you when it’s your turn.
(next)
Me: Hi, are you here for service and repair?
Cust2: Yes.
Me: How can I help you?
Cust2: I need to purchase a new phone?
Me: OK, you’ll need to see a sales rep for that. Let me add you to the queue and someone will call you when it’s your turn.
(next)
Me: Hi, are you here for service and repair?
Cust3: Yes.
Me: How can I help you?
Cust3: I need to buy a car charger.
Me: OK, you’ll need to see a sales rep for that. Let me add you to the queue and someone will call you when it’s your turn.
(next)
Me: Hi, are you here or service and repair?
Cust4: Yes.
Me: How can I help you?
Cust4: I have questions about my bill…
MeL OK, you’ll need to either see a sales rep for that, but there is a long line or you can call customer service and talk to them.
(next)
Me:Hi, are you here for service and repair?
Cust5: Yes.
Me: How can I help you?
Cust5: I dropped my phone in the water but I have insurance.
Me: OK, here’s the number to Insurance_Company_01, the insurance company who handles those claims.
Cust5: I called them but they said you can replace it here because I didn’t want to wait.
Me: We cannot make insurance claims here by law. Did you tell them you dropped it in water?
Cust5: No, I just told them it stopped working.
Me: You need to call them back and tell them you dropped it in water.
The first actual ticket, the phone "just stopped working". I ask the customer if anything happened to the phone before it stopped working. The customer quickly replied "no!!". I open it up, not only is the inside completely corroded away, but it is dripping wet. Let's go back to the insurance company!
Me: Are you here for service and repair?
Cust1: Yes.
Me: How can I help you?
Cust1: Customer service told me I qualify for a program where I can pay $29.99 and get a two year contract for a new phone?
Me: OK, you’ll need to see a sales rep for that. Your name is on the queue so one will call you when it’s your turn.
(next)
Me: Hi, are you here for service and repair?
Cust2: Yes.
Me: How can I help you?
Cust2: I need to purchase a new phone?
Me: OK, you’ll need to see a sales rep for that. Let me add you to the queue and someone will call you when it’s your turn.
(next)
Me: Hi, are you here for service and repair?
Cust3: Yes.
Me: How can I help you?
Cust3: I need to buy a car charger.
Me: OK, you’ll need to see a sales rep for that. Let me add you to the queue and someone will call you when it’s your turn.
(next)
Me: Hi, are you here or service and repair?
Cust4: Yes.
Me: How can I help you?
Cust4: I have questions about my bill…
MeL OK, you’ll need to either see a sales rep for that, but there is a long line or you can call customer service and talk to them.
(next)
Me:Hi, are you here for service and repair?
Cust5: Yes.
Me: How can I help you?
Cust5: I dropped my phone in the water but I have insurance.
Me: OK, here’s the number to Insurance_Company_01, the insurance company who handles those claims.
Cust5: I called them but they said you can replace it here because I didn’t want to wait.
Me: We cannot make insurance claims here by law. Did you tell them you dropped it in water?
Cust5: No, I just told them it stopped working.
Me: You need to call them back and tell them you dropped it in water.
The first actual ticket, the phone "just stopped working". I ask the customer if anything happened to the phone before it stopped working. The customer quickly replied "no!!". I open it up, not only is the inside completely corroded away, but it is dripping wet. Let's go back to the insurance company!
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