Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 
6434 posts

Uber Geek
+1 received by user: 1571


  # 1338298 7-Jul-2015 09:09
3 people support this post
Send private message

when I worked in Retail many years ago,  the policy was always that if the phone was ringing we should answer it.
Even if we were with another customer, we should say "excuse me for just 1 minute"  answer the phone, quickly take the customers details and tell them we were serving someone else, and when we had a chance give them a call back.

Then get back to our original customer.



Mr Snotty
8672 posts

Uber Geek
+1 received by user: 4563

Moderator
Trusted
Lifetime subscriber

  # 1338299 7-Jul-2015 09:10
Send private message

jmosen: Actually Michael, you're simply incorrect. it is not like this for all retail stores, and I can tell you this because as a blind person, I call a lot of retail stores.
If I call one and get no answer, I'm very happy to accept that all staff are busy with customers, and I'll hang up and call again in 15/20 minutes. Almost always, someone will then pick up.
If that person asks me to hold, I will gladly hold.
Not until yesterday have I had an experience over a four hour period where I called three different stores belonging to the same company, and had no one pick up once. It has never happened before.
Let me reiterate that if this information were available online, I would gladly have sought it online. It was not.


You do have a very valid point but I'm only speaking from having worked at both Vodafone and Spark in retail stores. As well as a few others where if it gets busy the phone has to wait.




 
 
 
 


755 posts

Ultimate Geek
+1 received by user: 342

Trusted

  # 1338300 7-Jul-2015 09:11
One person supports this post
Send private message

Hi Jonathan

Sorry to hear you weren't able to locate a Vodafone Smart prime for your son. As you've heard they have been extremely popular, I understand some stores have been selling out multiple times in a day. We've investigated live stock tracking systems but I'm not sure of the current status.

To directly answer your question, of course stores do answer the phone when they are not working on something else and should be returning messages too. I know the people in store work very hard, there's a huge amount of information they need to keep track of. At a guess I think the school holidays at the moment might be making them busier too.

Every connection and customer does count, hopefully there'll be another opportunity for your son to try out Vodafone soon.

Cheers

Dylan

13945 posts

Uber Geek
+1 received by user: 6696

Trusted
Subscriber

  # 1338302 7-Jul-2015 09:14
One person supports this post
Send private message

My point is for a Telco the Contact Center should be the prime point of contact after all it is what their business is. Staff at the Contact Centers as well as the customers should be able to see branch stock levels, not hard in today's perpetual inventory world.
One should be able enter say your Post Code and local stores and stock levels instantly displayed and up to date.




Mike
Retired IT Manager. 
The views stated in my posts are my personal views and not that of any other organisation.

 

Using empathy takes no energy and can gain so much. Try it.

 

 




490 posts

Ultimate Geek
+1 received by user: 68

Lifetime subscriber

  # 1338305 7-Jul-2015 09:19
6 people support this post
Send private message

Thanks for the very reasonable and courteous reply Dylan.
I appreciate how busy these stores get, and a stock tracking system searchable by the customer would be a great solution for the future.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

1 post

Wannabe Geek
+1 received by user: 1


  # 1338308 7-Jul-2015 09:22
One person supports this post
Send private message

Jmosen, you cannot compare a Vodafone retail store with any other type of retailer due to the fact that if you go into say, Jeans West and buy a pair of Jeans it takes, at the most 5 minutes. In a Vodafone retail store one interaction may take upwards of 20 minutes to complete, so you cannot expect to call back 10-15 minutes later and for them to be free, leave a message and they will get back to you. Also as I used to work for Vodafone I know that if you leave a voice mail they call you back usually within two hours. Did you leave a voice mail?

755 posts

Ultimate Geek
+1 received by user: 342

Trusted

  # 1338326 7-Jul-2015 10:03
Send private message

jmosen: Thanks for the very reasonable and courteous reply Dylan.
I appreciate how busy these stores get, and a stock tracking system searchable by the customer would be a great solution for the future.


I very much agree, especially when new flagship phones from Apple and Samsung are launched. We're thinking about solutions like that and more.

 
 
 
 


38 posts

Geek

Trusted
Vodafone

  # 1340022 9-Jul-2015 14:25
Send private message

I know if you ask nicely at one store for the future, that they can often see the stock in other stores (usually live data). Perhaps if you try again in the future you could do this. :)



490 posts

Ultimate Geek
+1 received by user: 68

Lifetime subscriber

  # 1340027 9-Jul-2015 14:31
Send private message

Baconeta: I know if you ask nicely at one store for the future, that they can often see the stock in other stores (usually live data). Perhaps if you try again in the future you could do this. :)

Thanks for this, we did that in the store we visited, but got a reply from the guy there that he didn't think there would be stock.
I was left with the impression he couldn't actually check without doing what I tried to do, phone the other stores.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

1314 posts

Uber Geek
+1 received by user: 171


  # 1341459 11-Jul-2015 23:53
Send private message

just keep ringing until they answer :P





205 posts

Master Geek
+1 received by user: 22


  # 1341489 12-Jul-2015 08:45
Send private message

NonprayingMantis: when I worked in Retail many years ago,  the policy was always that if the phone was ringing we should answer it.
Even if we were with another customer, we should say "excuse me for just 1 minute"  answer the phone, quickly take the customers details and tell them we were serving someone else, and when we had a chance give them a call back.

Then get back to our original customer.





I get that sometimes for other stores. I don't mind . Better than hearing the phone ring for like 2 minutes

2785 posts

Uber Geek
+1 received by user: 122


  # 1341627 12-Jul-2015 15:58
Send private message

Did you leave a voicemail and if so did anyone call back?

I was always taught to consider an unanswered call as a lost sale, as appears to have been the case in this instance.








490 posts

Ultimate Geek
+1 received by user: 68

Lifetime subscriber

  # 1341632 12-Jul-2015 16:13
Send private message

stevenz: Did you leave a voicemail and if so did anyone call back?

I was always taught to consider an unanswered call as a lost sale, as appears to have been the case in this instance.



Indeed, it was a lost sale but my son was the winner as he ended up with the Zen2, which has better specs, so he's happy :). He can also stay on Skinny which he's happy with.
No, I didn't leave a voicemail for two reasons.
First, out of consideration. My logic was that if I called back, it would consume less time than having someone dial into voicemail, hear my inquiry and take down the number to call me back. After all it was only a 10-second inquiry. "Do you have any Vodafone Prime's in stock". The answer would have been yes or no and that would have been that.
But frankly, my second reason is that I haven't had very good luck with being called back by Vodafone. Perhaps that is a little harsh in retrospect, as during the process of porting a few numbers over, I have actually had exceptional service from the phone sales people, so should have seen what happened. They're a different department from the call centre. I guess I had nothing to lose.
Anyway, he's ended up with a great handset, and hopefully in future, we'll all be able to search for inventory online, which to me is the ideal outcome.




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

22149 posts

Uber Geek
+1 received by user: 4726

Trusted
Subscriber

  # 1341699 12-Jul-2015 17:50
Send private message

The stores really should have a queueing system if they are to take queries at the store.

As it is, I find calling retail stores to find out if they are open, of if they have stock is pretty silly. they should have all the calls go to the call center who can weed out all the stupid questions, and then contact the store directly with legit queries like this.

As for a phonecall taking priority over people queueing in the store, forget it. They have just pushed some buttons and can be doing something else while they are waiting. The people in the store have taken time to go to the store, and are basically wasting their time waiting to get served. They should absolutly get a higher priority than people calling. Let the phone go unanswered till someone is available to take it.




Richard rich.ms

1 | 2 
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Anyone can broadcast with Kordia Pop Up TV
Posted 13-Jun-2019 10:51


Volvo and Uber present production vehicle ready for self-driving
Posted 13-Jun-2019 10:47


100,000 customers connected to fibre broadband network through Enable
Posted 13-Jun-2019 10:35


5G uptake even faster than expected
Posted 12-Jun-2019 10:01


Xbox showcases 60 anticipated games
Posted 10-Jun-2019 20:24


Trend Micro Turns Public Hotspots into Secure Networks with WiFi Protection for Mobile Devices
Posted 5-Jun-2019 13:24


Bold UK spinoff for beauty software company Flossie
Posted 2-Jun-2019 14:10


Amazon Introduces Echo Show 5
Posted 1-Jun-2019 15:32


Epson launches new 4K Pro-UHD projector technology
Posted 1-Jun-2019 15:26


Lenovo and Qualcomm unveil first 5G PC called Project Limitless
Posted 28-May-2019 20:23


Intel introduces new 10th Gen Intel Core Processors and Project Athena
Posted 28-May-2019 19:28


Orcon first to trial residential 10Gbps broadband
Posted 28-May-2019 11:20


Video game market in New Zealand passes half billion dollar mark
Posted 24-May-2019 16:15


WLG-X festival to celebrate creativity and innovation
Posted 22-May-2019 17:53


HPE to acquire supercomputing leader Cray
Posted 20-May-2019 11:07



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.