So it's a normal day in the store..i'm in the Sales part of the building where we deal with new wireless accounts and bill payments.
A woman comes in and upon calling her name off the list, informs me she is a new customer and wants a phone but is unsure of what to get. Perfect, it's what i'm there for. I narrow down what she's looking for (Camera, bluetooth capability, speakerphone, etc.), give her suggestions of which models to stay away due to the issues I commonly see with them, etc. etc. I sell her the phone, give her the phone number, explain her billing info, and all is well with the world. She thanks me and leaves.
Two hours later, I'm returning to the floor from my lunch break to find her standing there. I greet her warmly, thinking she may just have some more questions for me. She takes the phone from her purse and slams it on the counter. "This phone sucks, and you need retraining!," she shouts.
Me: What exactly is the problem?
Her: It doesn't work!
Me: *tries to turn on phone, and it won't turn on*
Me: *removes the battery and observes the bright red Liquid Damage Indicator (LDI) on the back of the phone*
Me: "Ma'am, this circular sticker is a Liquid Damage Indicator. Its color tells me this phone has gotten wet. Would you know how that happened?"
Her: "My son dunked it in the toilet but that wouldn't cause it to stop working!"
Me: Yes, ma'am..that will cause the phone to not work.
She got pretty fiesty...and her insurance wasn't effective either since it becomes effective after the first month it is paid for...and new service with our company always comes with the first month free.
I took the next customer while my manager finished off with her. The next customer showed me their flip phone in two separate pieces, wanting a replacement. I just pointed next door to the Service side of the building, hoping that my brain cells would last me the rest of the day.
A woman comes in and upon calling her name off the list, informs me she is a new customer and wants a phone but is unsure of what to get. Perfect, it's what i'm there for. I narrow down what she's looking for (Camera, bluetooth capability, speakerphone, etc.), give her suggestions of which models to stay away due to the issues I commonly see with them, etc. etc. I sell her the phone, give her the phone number, explain her billing info, and all is well with the world. She thanks me and leaves.
Two hours later, I'm returning to the floor from my lunch break to find her standing there. I greet her warmly, thinking she may just have some more questions for me. She takes the phone from her purse and slams it on the counter. "This phone sucks, and you need retraining!," she shouts.
Me: What exactly is the problem?
Her: It doesn't work!
Me: *tries to turn on phone, and it won't turn on*
Me: *removes the battery and observes the bright red Liquid Damage Indicator (LDI) on the back of the phone*
Me: "Ma'am, this circular sticker is a Liquid Damage Indicator. Its color tells me this phone has gotten wet. Would you know how that happened?"
Her: "My son dunked it in the toilet but that wouldn't cause it to stop working!"
Me: Yes, ma'am..that will cause the phone to not work.
She got pretty fiesty...and her insurance wasn't effective either since it becomes effective after the first month it is paid for...and new service with our company always comes with the first month free.
I took the next customer while my manager finished off with her. The next customer showed me their flip phone in two separate pieces, wanting a replacement. I just pointed next door to the Service side of the building, hoping that my brain cells would last me the rest of the day.
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