Mystery Caller: Tough handset with texts, data and maps

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Mystery Caller has embraced extreme sports, and wants a tough handset for climbing and surfi ng trips. Talk time isn’t a priority, but he wants lots of texts, data and a free handset. Maps are also a must to help him locate his next adventure

6: O2

I hadn’t asked for an indestructible phone and Steven’s negativity was starting to get to me

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

5: Three

I wasn’t happy about having my hopes raised then dashed, something James could tell from the tone of my voice

Manner – 4/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 4/5
Total – 18/30

4: T-Mobile

She disappeared for a second, then came back and said, “Just hold on a second”

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

=2: Virgin Mobile

Cheska stuck to her guns on her suggested handset, even if it wasn’t exactly the solution I was after

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 4/5
Total – 21/30

=2: Orange

I wasn’t too impressed by the overfamiliarity so early in the call, but she then became more professional

Manner – 4/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 21/30

1: Vodafone

This wasn’t on my specifications, but it was a clever upsell that took into account the circumstances

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

Summary

None of the operators was able to o er the perfect solution – a surprise when handsets like the Defy+ target this exact niche. What it came downto was how hard the CSAs worked.

Steven from O2 was honest but defeatist, while James at Three also put in a lacklustre performance. Laura at T-Mobile did her best, but I left the call feeling she had a little more e ort to give.

Kirsten at Orange deserved credit for going that little bit further in turning tocolleagues for help, though in the end to no avail. Cheska at Virgin came up with a decent suggestion and argued well.

But Laura from Vodafone won the day with two very different suggestions and the confidence to direct me to what she considered to be the best cases.

Full review in Mobile News issue 511 (April 9, 2012).

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