At my location, we have had the approach of not performing data transfers on demand without first offering options like a "step by step" data transfer back up and transfer sheet, trade in from home, tech coach, or scheduling an appointment so that with the alloted time, we can help them transfer if all the above options did not suffice...
i recently had a customer come in store claiming she needed a new battery for her phone as she had tried two different chargers and neither worked. She came in with a very aggressive demeanor so I stalled accessing her account without more info in order to avoid any RIS detractor scenario. After asking her questions such as phone being dropped in water, exposed to hot temperatures like a sauna etc...she stated she had no such instance of her phone being compromised. So with due diligence in mind I accessed her account. Upon discovery, I was excited to tell her about her having insurance and how it extended her warranty (she had a moto z 4) as I was beginning to explain, she told me that if I "valued her business" I needed to get her a new phone right away. It really threw me for a loop not because I haven't dealt with pushy or demanding or even irate customers, to me it was her bold and entitled approach to the interaction. Before I mentioned a CLNR option I inspected the phone further and upon removing her case discovered moisture towards the bottom of the phone near the charging port, the bottom of the case was still wet...so as we discovered this together, she mentions that she had wiped sanitizer on the phone and is what the moisture most be. At that point I recommend she contact assurion for a replacement as the phone would not be covered by warranty. I will admit, I forgot to mention she could purchase a phone outright but by that time I was so channeled into dodging her aggressiveness while also maintaining a somewhat moderate experience for her, I decided to step off the sales floor and involve my floor manager in the transaction. The customer and I were at odds over whether her purchasing a new device would include us transferring all her information along with signing her into her emails and other apps etc...I have her the above mentioned options and she just kept demanding that as a customer it was our responsibility to make sure she had all her information moved over. As I was explaining this situation my SM, my GM stepped in (without having heard the whole interaction) and began to offer redundant input about the above steps. I requested that he intervene with the customer in the spirit of not facing a new detractor and making sure she had a good experience since clearly her and I were not meshing so well. I get it, not every experience is going to go our way, not everyone can be approached the same way, but at the very minimal I expect to be treated as a human by anyone from the public. If I cannot approach them in any unwelcoming manner, then I at the least expect the same from them. Be an adult. It's just business. So up to this point, I had done my discovery, I had offered a plethora of options, and now I was involving management all in the mentality of being one with my team and holding me end of the deal. My GM proceeded to step on the sales floor and approach the customer with a "he he ha ha" approach and she still kept her same energy that she had with me when she came in. She told my manager that she would ONLY purchase a phone if he PROMISED her to transfer all her information. Everything. Emails apps and all. He attempted to dissuay her with the same options I had given her and she just stood her ground. By that point she only wanted to deal with him as he did in fact end up promising her to transfer all her things. I of course remained involved during the transaction remaining professional with her throughout it all. Sold out the phone with no ARD, no VZ Protect, nothing.
I attempted to clarify with my manager what the appropriate stance is in our store regarding the transferring of data, as we have had the same stance on transferring since last year and have done it all this year. He said that we do, but we don't. He said ultimately if it is that much of an importance to the customer that we indeed transfer all information, even though we have already been following a series of protocols and procedures on transfers due to staffing and time constraints. We usually only have 2 openers and 2 closers and most days 1 manager. Since transfers and updates can be so time consuming we would rather schedule an appointment than to be tied up and then be hit with a rush. All while trying to maintain our RIS scores and surveys at perfection. Our GM cannot seem to give a definite answer and so I wonder, is it like this everywhere else? What approaches work for your stores? Anyone else having issues with entitled customers that refuse to be responsible for their own data and information? The lady didn't even know her Gmail password. My GM spent quite some time with her. And all that and we still could receive a terrible score. I felt like he did not have my back, I felt as if I was following procedures that the majority in our store follows, and yet I was being reprimanded for basically my customer demanding we make HER the exception to the system that we have been following. Thank you for reading in advance.
6 replies (most recent on top)
You come across as a very intelligent and thoughtful specialist. I am sure you did your best to offer solutions to your customer and try to have a positive impact on your teams sales goals. However it’s my experience that customers like this should simply be offered self help options or Tech coach. Wasting valuable man hours appeasing someone out of fear of what they might do will only hurt you in the long term. It becomes impossible to offer other customers self help options if it’s provided to an irate customer. They may not say anything in store but it will come up on their survey. Be polite. Be professional. And don’t cave in to emotionally unstable customers.
Thats great customer service. All the corp doors suck a-s with customer service....the indirect will give better service and you all will be obsolete and replaced by a robot or VZ express stores. Transfers usually take 20-30 min for droid so please keep giving horrible service and the Indirects will be getting Phat with sales...hahahahahahahahahaha...youre all doomed!
Let the GM do everything don’t veryy shhh kids
Nice attitude !Typical Store mgmt Verizon delegating do nothing go home early Sm. Tell a rep too change a tire. They always expose themselves not too smart.
It's kind of discretionary in my store. We do and we don't. Mostly do, especially if they ask, which is almost always since RIS change. I'd send a rep out to change a customers flat tire if it meant getting the 10.
Report your boss to HR anonymously and advise they are not leading by example and creating there own methods and procedures. all the while others that do the same are reprimanded you need for some clarification as to why a GM will not follow m&ps and if they are exempt.