Mystery Caller: Valentine’s Day gift

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Valentine’s Day caught Mystery Caller on the back foot, so he made a dash to the operators to see if they could help him secure a last-minute handset for his girlfriend. The device had to come in a ‘girly’ colour, and he had a budget of £125.

6: O2

After telling her what I wanted, she recommended that I go on to O2’s website to see what kind of handsets were on offer

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

5: T-Mobile

I found this a bit strange, considering their logo is pinker than Peppa Pig

Manner – 2/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 10/30

4: Virgin Mobile

I was annoyed that she continued to be so far off the mark when I had explained what I wanted

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

3: Orange

Despite his engaging manner, I was getting annoyed with John for offering me such high-end devices

Manner – 5/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 2/5
Total – 17/30

2: Vodafone

I asked her if she would purchase the device if she was in my shoes and she came back with a clever enough reply

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

1: Three

It sounded pretty good, and Jamie was selling the device well

Manner – 4/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 3/5
Overall – 4/5
Total – 26/30

Summary

It was a frustrating week, with the majority of the CSAs seemingly unwilling to put in any effort to help me. In the end, Three came out on top once again by matching my request.

Both Ashleigh from O2 and Kerry from T-Mobile came across as having much better things to do than helping customers.

Fate from Virgin, while very helpful and cheerful, struggled to grasp what I wanted, while John from Orange spent far too long trying to get me to buy irrelevant handsets.

Rea from Vodafone listened to what I had to say and acted on it, but she was pipped to the top prize by Jamie from Three, who outshone the rest of the CSAs simply by offering me what I had asked for.

Full review in Mobile News issue 508 (February 27, 2012).

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