Retail Employee: Cont....
I had a lady call in and explain that her number was ported out without the sales rep advising there was a 24 month service commitment for the phone.She thought she was paying full amount with no commitment.Now she wants a reverse migration. when i was reestablishing a hold expectation,the sales rep was calling security becuase the store was closing. This wasn't cool at all.
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marsuns said:
I had a lady call in and explain that her number was ported out without the sales rep advising there was a 24 month service commitment for the phone.She thought she was paying full amount with no commitment.Now she wants a reverse migration. when i was reestablishing a hold expectation,the sales rep was calling security becuase the store was closing. This wasn't cool at all.
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Did that big pink paper that said "wireless service agreement" not explain the 2 year commitment? It doesn't matter what company I have worked for, you always get those morons who scream "I NEVER SIGNED NO DAMN CONTRACT!!!".... "IT SAYS SO ON THIS WIRELESS SERVICE AGREEMENT!" 😳
"Ahem.... can I see that sir? Oh, ...
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In our Company owned store there is no paper contract. Contract acceptance is done through IVR. They are quoted all terms and conditions of the service agreement and we provide a written copy of that agreement along with the CSS( Customer Service Summary). The CSS explains all of their plans features and benefits as well as a copy of the first months prorated bill and what future billing will be less any overages. We are required to go over the CSS with the customer in the store. Do you think the customer pays any attention?
When I give phone pricing I always mention the relative agreement length several times. I still have people say I never told them there was a new contract required.
Consumers hear only what they want to hear. Nothi...
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When I give phone pricing I always mention the relative agreement length several times. I still have people say I never told them there was a new contract required.
Consumers hear only what they want to hear. Nothi...
(continues)
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For me it's the $18 upgrade fee they never hear. I start off with, "An upgrade is a one or two year extension on your contract for a discount off the handset. Cingular applies an $18 upgrade fee to whichever handset you choose." When they're listening to the automated IVR they always scrunch up their face and say, "Any activation charges?"
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Ya you should try to charge them 18 in store and 18 on bill they are not happy in the least about that 👿
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