Not Smart Enough For A Smart Phone
(A customer enters our store. She has been here before on multiple occasions to inquire about phones and plans. She doesn’t have an account with our company yet.)
Customer: “Hi, I have come back to try to purchase a phone and plan, once again.”
Me: “Okay, what kind of phone were you looking to get?”
Customer: “I don’t know. The [Brand] one that’s easy to use.”
(We sell a lot of the mini-version of a particular phone, as starter smartphones for the older customers.)
Me: “The [Starter Phone]? Sure, what did you need in your plan?”
Customer: “I don’t know.”
Me: “Okay, well, do you talk a lot on your phone?”
Customer: “I don’t know.”
Me: “Well, how much do you think you talk on the phone? On average.”
Customer: “I don’t know! How would I know?! You tell me how much I talk on the phone!”
Me: “I have no way of knowing how much you talk on your phone, as I am not you.”
Customer: “Well, I don’t know how much I talk.”
Me: “Well, do you text or need access to internet?”
Customer: “I don’t know.”
(At this point, I’m just fed up and I give her two options for plans and ask her which one she thinks would suit her needs better.)
Customer: “This is too difficult! I just wanted to come in, get a phone with a plan and that’s it. You are giving me too many options! Just forget it” *stomps out in a huff*
Question of the Week
Have you ever served a bad customer who got what they deserved?
