Mystery Caller: Travel alerts

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6: 3

When I asked if she could help me over the phone she claimed they did not have the information in the office

Manner – 2/5
Understanding – 4/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 5/5
Overall – 1/5
Total – 14/30

5: Orange

Sean may not have the answers but he certainly has the questions. With no real solution I gave up

Manner – 4/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 16/30

4: Virgin Mobile

I got the impression that the CSA didn’t really understand what I was asking about

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 19/30

3: Vodafone

If Joyce was unsure of the answers, a trip to the Vodafone website would have provided her with everything she needed

Manner – 4/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 5/5
Overall – 3/5
Total 21/30

2: T-Mobile

Jay was very helpful and despite gaps in her knowledge I was won over by her personality, good advice and a willingness to help

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 2/5
Overall – 4/5
Total – 23/30

1: O2

Sheila guided me through the whole process fluidly with only short gaps to check her facts

Manner – 5/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 5/5
Overall – 5/5
Total – 27/30

Summary

A fairly straightforward request about the best way to receive text message alerts seemed to leave most of the networks completely stumped.

Although many CSAs may not know the specific details of the text alert services, a quick browse of their websites would have bought forward all of the answers.

O2’s Sheila was by far the best CSA in this Mystery Caller. Jay from T-Mobile was the only CSA to mention RSS feeds as an alternative and as all the networks have alternative services, which could have catered to my needs, it is a worry that these were not offered.

Full review in Mobile News issue 455 (January 18, 2010).

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