Mystery Caller: iPhone 4 consumer contract

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Mystery Caller is changing jobs and needs to replace his work contract with a consumer deal. His boss is letting him keep his work iPhone 4 and number, but how can the operators help when he isn’t used to worrying about how much he uses his phone?

6: Virgin

Shaun sounded as if he really didn’t care whether I was interested in buying anything at all

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

5: Vodafone

She launched into her first pitch, the first of many limited time promotions

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

4:T-Mobile

It was a pretty decent pitch that Vodafone, O2 and Orange couldn’t compete with

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

3: Three

I said I’d call back myself and let James go in search of the fire exit

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

2: O2

Overall the CSA did a good job, explaining the changeover process and offering a decent deal

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

1: Orange

Christina said the deal might only be on offer for a short time, but refreshingly she didn’t use that fact as a threat

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

Summary

Other than a return to poor form for Virgin Mobile, there wasn’t a great deal to separate the operators this time.

Shaun at Virgin was uninterested, and his inability to offer a Micro SIM was a major failing. Leslie at Vodafone was too pushy, and Laura at T-Mobile had a shaky start, but both were competent.

Hayley at Three had a refreshingly easy-going attitude to closing the sale, and the O2 CSA was able to provide a detailed explanation of how much data I would use. In the end Christina at Orange just took the top spot with an excellent manner and a good offer.

Importantly, all the CSAs were able to explain the number porting process clearly, and most were aided by being able to put a ‘special offer’ on the table.

Full review in Mobile News issue 521 (August 27, 2012).

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