Mystery Caller: Insurance

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6: Orange

What is the point of having a sales or customer services team if they’re going to refer you to the nearest store?

Manner – 0/5
Understanding – 0/5
Knowledge – 0/5
Helpfulness – 0/5
Clarity – 0/5
Overall – 0/5
Total – 0/30

5: O2

Sylvester’s mind seemed to drift. “Can I place you on hold please?”

Manner – 4/5
Understanding – 4/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 3/5
Total – 17/30

4: Virgin Mobile

She seemed to know nothing about insurance policies for prepay customers. “It’s up to the customer to take out insurance on their phone”

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

3: 3

Just as I was about to lose hope he saved himself. “Insurance is free for the first month.”

Manner – 4/5
Understanding – 2/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total 20/30

2: Vodafone

After a couple of minutes there was a dial tone and Stuart was on the line, but any hopes all that messing would be worthwhile were soon dashed

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 26/30

1: T-Mobile

Carrie was a world away from the brief difficulties I encountered with Anne. She gave the impression she genuinely wanted to help

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 5/5
Total – 29/30

Summary

There were three obvious bands to put the six networks in here. Vodafone and Virgin Mobile were the clear losers.

Belal at Vodafone just decided to list everything, repeat it and was generally extremely boring, while Alvin used a very forceful sales approach and let frustration get the better of him.

O2’s Aidan was easily distracted and didn’t fully explain what he was talking about whereas Rob at Vodafone seemed very unsure on pricing.  So 3 and T-Mobile were the clear winners. Carlene at 3 was very easy to deal with but Gareth just came out on top with his faultless performance, instantly coming across as likeable and demonstrating a genuine desire to help me.

Full review in Mobile News issue 463 (May 10, 2010).

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