Here's a couple of customers I'm glad we're losing.
ME = Cute little CSR
SC = Doofus
SC: I want to get my phone replaced but you guys said you won't do it. Unless you people can take care of a longtime customer, I'm going somewhere else.
ME (troubleshooting was already done by Tech, now he's my problem): I'm definitely wouldn't want to lose you (I am so bad ), and I understand you need to have a working phone. I see you have the Samsung (the model isn't important, but I think it could qualify as an antique), and it's been several years since we offered that device. The warranty expired 4 years ago. Now, we can look at some newer devices for you, included this new free camera phone from Samsung with a contract.
SC: I don't want a contract. I don't want to upgrade, because I plan on upgrading later this year, but I don't want to now. I know you guys still have these phones, so just replace it for me.
ME: Actually, like I said, we haven't had that device in years. They don't make it any more.
SC: What? Why did you stop making it? It was a good phone, and you guys had to go and do something stupid like that?
ME (why oh why do people think the carriers make the phones. Samsung isn't exactly a no-name company and we sure as heck don't own them): Well, we didn't make the device to begin with. The manufacturer did. They stopped making it because there were newer phones that came out since then to replace it. Now, the new phone is basically a much more updated version of your same phone, and you can expect even better performance out of it...
SC: I don't want to upgrade. I'm not doing a contract.
ME: I know you want to get an upgrade later on, but we could look at the device you want now and see what discount would be available.
SC: No, I'm just going to find someone else.
ME: But you understand that they will require a contract just to get started. Plus-
*click*
Call #2
ME: Hi again
SC: Doofus (the female of the species this time)
SUP: My lead rep
ME: *greeting*
SC: I want to talk to someone in management!
ME: Well, I am an "account specialist," and I'd be happy to go over any issues your having.
SC: I talked to a rep on the weekend and they wouldn't help me. Get me a manager NOW!
(Before even talking to my boss, I reviewed her account. All lines were canceled already, and she had called on Saturday wanting a credit for 543 minutes in overage. The rep said no, since the usage was valid. Now she's trying again. So I go to my sup, he's busy, so I go to my lead rep who takes over the call).
SUP: I understand you wanted to speak to a manager.
SC: Yes. My daughter had to call HP because we were trying to set up (Competitor)'s internet service. She had to call from her mobile phone, and they kept putting her on hold. She didn't know that calling a 1-800 number would use her minutes. It was an honest mistake and we shouldn't have to pay this bill.
SUP: Well, I see a few calls to a 1-800 # on the bill here.
SC: Yes, those are the calls that made us go over.
SUP: And it looks like you had a total of 45 minutes total for the calls.
I'm afraid I didn't get to hear the rest of the call. I was muted on the line from my desk, listening in. But we're kind of not supposed to do this, and I got a tap on my shoulder from my sup that just about made me scream (and came closer to providing me with a wet chair than I care to think about), so I had to disconnect from the call. But the point is, 45 minutes of calls to anyone do not = 543 mins of overage. Second, why do people not realize that calling an 800 # still uses your minutes. It's a toll-free call (actually, HP used to charge $30 per call but I don't know if they still do), which means you don't get charged long-distance for calling it. It does not mean you won't use your minutes. It's a call like any other.
ME = Cute little CSR
SC = Doofus
SC: I want to get my phone replaced but you guys said you won't do it. Unless you people can take care of a longtime customer, I'm going somewhere else.
ME (troubleshooting was already done by Tech, now he's my problem): I'm definitely wouldn't want to lose you (I am so bad ), and I understand you need to have a working phone. I see you have the Samsung (the model isn't important, but I think it could qualify as an antique), and it's been several years since we offered that device. The warranty expired 4 years ago. Now, we can look at some newer devices for you, included this new free camera phone from Samsung with a contract.
SC: I don't want a contract. I don't want to upgrade, because I plan on upgrading later this year, but I don't want to now. I know you guys still have these phones, so just replace it for me.
ME: Actually, like I said, we haven't had that device in years. They don't make it any more.
SC: What? Why did you stop making it? It was a good phone, and you guys had to go and do something stupid like that?
ME (why oh why do people think the carriers make the phones. Samsung isn't exactly a no-name company and we sure as heck don't own them): Well, we didn't make the device to begin with. The manufacturer did. They stopped making it because there were newer phones that came out since then to replace it. Now, the new phone is basically a much more updated version of your same phone, and you can expect even better performance out of it...
SC: I don't want to upgrade. I'm not doing a contract.
ME: I know you want to get an upgrade later on, but we could look at the device you want now and see what discount would be available.
SC: No, I'm just going to find someone else.
ME: But you understand that they will require a contract just to get started. Plus-
*click*
Call #2
ME: Hi again
SC: Doofus (the female of the species this time)
SUP: My lead rep
ME: *greeting*
SC: I want to talk to someone in management!
ME: Well, I am an "account specialist," and I'd be happy to go over any issues your having.
SC: I talked to a rep on the weekend and they wouldn't help me. Get me a manager NOW!
(Before even talking to my boss, I reviewed her account. All lines were canceled already, and she had called on Saturday wanting a credit for 543 minutes in overage. The rep said no, since the usage was valid. Now she's trying again. So I go to my sup, he's busy, so I go to my lead rep who takes over the call).
SUP: I understand you wanted to speak to a manager.
SC: Yes. My daughter had to call HP because we were trying to set up (Competitor)'s internet service. She had to call from her mobile phone, and they kept putting her on hold. She didn't know that calling a 1-800 number would use her minutes. It was an honest mistake and we shouldn't have to pay this bill.
SUP: Well, I see a few calls to a 1-800 # on the bill here.
SC: Yes, those are the calls that made us go over.
SUP: And it looks like you had a total of 45 minutes total for the calls.
I'm afraid I didn't get to hear the rest of the call. I was muted on the line from my desk, listening in. But we're kind of not supposed to do this, and I got a tap on my shoulder from my sup that just about made me scream (and came closer to providing me with a wet chair than I care to think about), so I had to disconnect from the call. But the point is, 45 minutes of calls to anyone do not = 543 mins of overage. Second, why do people not realize that calling an 800 # still uses your minutes. It's a toll-free call (actually, HP used to charge $30 per call but I don't know if they still do), which means you don't get charged long-distance for calling it. It does not mean you won't use your minutes. It's a call like any other.
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