Mystery Caller: Camera phones

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After losing his camera over the festive period, Mystery Caller is looking for a decent handset, on a £20 per month contract, that will fill the void. He also wants a good data allowance so he can share his photographs with friends and family.

6: O2

I wasn’t impressed with her tone right away – never a good thing on a sales call

Manner – 0/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 4/5
Overall – 1/5
Total – 11/30

5: Orange

She also immediately shortened my name – something I don’t particularly like

Manner – 3/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 3/5
Total – 12/30

4: Virgin Mobile

Maria answered the phone straight away and understood exactly what I was after

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

3: Vodafone

Jenna took the information and ran with it, remaining polite at all times

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

2: T-Mobile

I was really impressed with the CSA’s willingness to help me out, as well as the fact she remained cheerful throughout

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

1: Three

He pulled out a blinder that made me forget what he had just offered me

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

Summary

It was full points for a second issue running for Three, which stole the top gong from T-Mobile with a stellar performance. At the other end of the scale O2 was let down by CSA rudeness, while Virgin managed to stay clear of the bottom.

Elizabeth from O2 would do well to improve her approach to customers, while Orange’s Kirsty just didn’t listen to the task in hand.

Virgin’s Maria handled herself well but didn’t finish strongly, while Vodafone’s Jenna didn’t pay enough attention to the camera.

In any other week T-Mobile’s mystery CSA would have won hands down, but she was no match for Daniel from Three.

Full review in Mobile News issue 506 (January 30, 2012).

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