Mystery Caller has landed in the UK after a transfer from Hong Kong. He has bought his wife and two teenage kids and wants to buy four prepay handsets with a budget of 400. He is also after decent family-calling tariffs
6: Orange
“The phones are already discounted, mate, so I can’t give them to you for any less”
Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 12/30
5: Three
Michael could have mentioned ‘The One Plan’ that Three is constantly advertising
Manner – 3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 13/30
4: Virgin Mobile
It was an egregious bit of customer service that I saw no point for
Manner – 3/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 14/30
3: Vodafone
She told me I would be better off looking at the Vodafone website to double-check the tariffs
Manner –3/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 3/5
Total – 15/30
2: T-Mobile
She was polite, sweet and seemed genuinely eager to help – although she did experience a couple of slip-ups
Manner – 5/5
Understanding –3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 21/30
1: O2
I told him I wasn’t sure, but four Samsung phones with a keypad could be a good choice
Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 23/30
Summary
It was a mixed week for the CSAs. While some were able to offer some great deals and show off their knowledge and initiative, others took the easy route and gave me the bare minimum.
Considering the sun was out and the calls were made on a Friday, maybe it’s unfair to blame them for not wanting to be inside talking to me. Sean from Virgin had to be pushed to give me information, while Michael was reluctant to tell me much, expecting me to already be a mobile phone expert.
Peter sounded like he had better things to do, while Tinya at T-Mobile, although friendly, could have listened more. Ilene took the lazy way out and could learn from Mazad at O2 who delivered a decent performance with good information.
Full review in Mobile News issue 487 (April 25, 2011).
