I work dealer support for a Canadian telecom company, got a call yesterday from a store that I’ve dealt with before, always some kind of BS with them. Customer came in wanting to change his plan to a “10GB plan for $100”, on the second highest tier with a brand new phone. For those of you unfamiliar with Canadian plan pricing, that is outrageously low, but is sometimes doable with targeted offers. The cx had none on his acct. Rest of the call went something like:
Dealer: Cx NEEDS this plan man like I know you can use it just put it on there
Me: Well you see, that plan is a loyalty offer only available to targeted customers, and he is not one of them.
Dlr: But uhhhhhhhhh customer uhhh has uhhhh been with us for 7 years isnt there anything you can do??
Me: Well that may be true but unfortunately the only offers on the acct are for adding internet or cable, he has no wireless offers (probably due to his god awful payment history)
Dlr: BUT THE CUSTOMERS COUSIN GOT THIS PLAN AND HE HAS BEEN WITH US 7 YEARS ALSO, THE CX DESERVES THIS PLAN
Me: he deserves it because… his cousin has it?
Dlr: YEAH
Me: Well I’m sorry but that’s not enough for us to give him this TARGETED ONLY OFFER. If he calls loyalty dept I’m sure they can give him something similar, and put notes about it, then I would be happy to assist
Dlr: NOOONOOONOOOOOOOHHHNOOOOOONOONONONONO he does not want to call loyalty, is that the only option??? cant u just override????? :c
Me: (override WHAT?!?!) No.
Dlr: ok give me 1 minute to talk to customer
Me: *looks at workspace – 6 min already, aht target is 7 min, against my better judgment, “Ok I can wait 1 minute.
almost 3 minutes goes by, start saying HELLO to see if hes even listening to the phone, nope, start to do my down speech and OH mr dealer comes back
Dlr: YEAH CUSTOMER IS NOT HAPPY LIKE… HE JUST WANTS A NEW PHONE WITH 10GB DATA IS THAT TOO MUCH TO ASK????
Me: I would be happy to put him on one of our 10 GB in market plans, or even the 8 GB one, I’ll throw it 2 gb bonus data (every cx gets this when doing an upgrade, if the dlr doesnt know about it then you know they’re really braindead)
Dlr: NOOO ITS TOO MUCH MONEEEYYYYY
Me: Ok well that’s the best I can do… have I resolved the reason for your call today?
Dlr: youtoobyeclick
you too what? ah whatever he’ll prob call back and get refused again lol, they like to blame us for wasting the customers time yet they’re the ones making them wait instore while they repeatedly call us about things multiple agents have told them we cant do. worst part is most of the time we give them the right dept’s number but nope, keep calling RSG that will help >_<
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