Ignorance.
Here are a few of the many misconceptions and assumptions I hear each day. let's see if some of you reps can identify with me.
-"I paid xx dollars for my phone at ____; therefore, I should be able to get a new device at the same cost."
I'm quick to remind customers that when they originally purchased their phone, it was when they had first joined Sprint or renewed their contract. They entered into a legally b...
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It's not like we're paying Mom and Pop Barnes at the corner store for service. I'm sure the Barnes' would do what they can to please me and keep my business. We're talking about multi-billion dollar corporations with executives who never really have to deal with customer interactions, even when they spend an entire day in the store.
People seem to think that big corporations really want business so bad that they're willing to bend over backwards for them. In reality, wireless retail is about consistency, no...
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I have the luxury of having a corporate store 1/4 mile away, but I sure DON'T miss having to deal with customers' assumptions that because we were a corporate store, we could pull a rabbit out of our hat for them. Customers just don't understand...
"What do you mean you don't have a cheaper plan? I'm going to Verizon/T-Mobile/At&t/US Cellular"
Honestly, the only ones that would come close would be T-Mobile, but you're still not going to get all of the same offers that you're getting here.
I also would hear "Well you're not going to give me ____?? Well I'm just going to cancel and go somewhere else..." I always wanted to say Ok, so you think it's going to be worth it to pay your current bill, your last bill, the termination fee, the price of a new phone somewhere else, activation fees, and maybe a deposit, and in the end pay MORE for the same service that you're getting here? All over not getting a credit for something or getting an...
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The one complain that I hate the most is..
"Look how long I've been a customer.."
"I've been a customer this long so I should be able to do what I want & get any discount that I want.."
blah blah blah.
so annoying.
It's like... really? So you signed a TWO year contract, and we're supposed to be surprised you've been with verizon for not even HALF of that time yet?
I am like, "really?" I have worked here 2 years and been a customer for another 8 years myself, they wont give me one!...lol