Mystery Caller: Overspending

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6:O2

The phone rang and rang until it went dead. I held on in hope and 30 seconds later I was cut off

Manner – 1/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 1/5
Total – 7/30

5: T-Mobile

It seemed like this guy partially knew what he was talking about so why transfer me to another department?

Manner – 3/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 3/5
Overall – 3/5
Total – 15/30

4: Vodafone

She began to speak again but without warning I was greeted by hold music once more

Manner – 3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

3: Orange

I was starting to get the impression that Sean was pushing me towards SIM-only, but then he did a complete turnaround

Manner – 4/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total 20/30

2: 3

To say the first half of this call was a disaster, is an understatement. When the charming Thomas picked my call my frustration eased

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 24/30

1: Virgin Mobile

Teri was doing extremely well until she fell foul of the ‘visit our website’ bug

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

Summary

O2 was undoubtedly the loser here. Inexcusably, for whatever reason, the CSAs couldn’t put me through to the right department or deal with my enquiry even when I was in the right department.

T-Mobile’s CSA talked gibberish before Vicky rescued the call but dropped the “visit our website” clanger. Vodafone, like O2, had no idea what to do with me until Steve helped me out. Orange’s Arena and 3’s CSA displayed good knowledge but not on the subjects. Sean saved the day at Orange and Thomas went the extra mile by giving me his extension to call him back on. Virgin was top and Teri deserves a pat on the back for her knowledge and understanding, polite and cheerful tone, even if she did fall foul to the “visit the website” line.

Full review in Mobile News issue 458 (March 1, 2010).

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