Mystery Caller: Valentine’s Day gifts

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With Valentine’s Day drawing ever closer, Mystery Caller was out to impress his girlfriend. He is after a pink or purple smartphone on prepay and has £120 to spend

6: T-Mobile

One minute. Nothing. Two minutes. Silence. This was going to be tough going. It continued. After seven minutes and 53 seconds the line went dead

Manner – 1/5
Understanding – 0/5
Knowledge – 0/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 0/5
Total – 6/30

5: Virgin Mobile

I double-checked both came in pink and she said they didn’t. Right. I re-trained her focus on the job at hand by repeating my colour requirement

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 1/5
Overall – 3/5
Total – 17/30

4: O2

Once through, I was told by a prerecorded voice I was heading into a queue. Another one? And it was another long one, too

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

3: Orange

She suggested the LG Optimus and the Samsung Galaxy Apollo. They come in sparkly pink, right? Wrong. Which brought us back to the white San Francisco

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

2: Vodafone

He was reading off a web page but his enthusiasm was fantastic. I was glad, too, as Android was preferred to Nokia’s equivalent

Manner – 5/5
Understanding –4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 23/30

1: Three

“Pink phones are out of stock, I’m afraid, except for one – called a ZTE – but I have never heard of it, so I’m not going to recommend it”

Manner – 5/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 25/30

Summary

It was another chance for the CSAs to show off their knowledge this week; some did just that, but there were a few disappointments, too.

Monica from Virgin struggled with her talking speed, but I got the sense she really was trying her hardest. Grace from T-Mobile, failed completely apart from the call back, while Esther from O2 was polite enough and not at fault for her failure to deliver. Gordon at Vodafone knew his stuff even though he wasn’t in sales, which was impressive.

Christine from Orange was pleasant and her knowledge good, although it didn’t compare to Gordon’s, whose all-round attitude and manner made him the perfect CSA model.

Full review in Mobile News issue 482 (February 14, 2011).

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