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Yesterday I get a call. A customer was asking if her phone was turned in, which happens often enough. I put her on hold and ask the Front End Supervisor over the walkie if one was turned in.
Two different people respond that phone were turned in. I ask the customer on the phone what her model was and she replies, very clearly, "A Samsung Galaxy 6 in a black carrying case."
I asked her to hold on so I could verify if either of the phones turned in matched her description. But she just said, "Nope, I'm coming back in." and hung up.
A minute later, the FES comes to the fitting rooms and asks me what model the customer was looking for. I told her exactly what the customer told me. "A Samsung Galaxy 6 in a black carrying case."
FES tells me that neither phone turned in was a Samsung Galaxy 6 in black carrying case.
A short amount of time later, a customer approaches me. Not the service desk, but me, in the apparel department. It's important to note that I only answer the phone and let people into the fitting rooms. Nothing gets turned in to me and most people would think to go to the service desk at the front of the store if they came in looking for something they lost.
The woman, who I guessed to be about early 20's if not barely eighteen, asks me, "Did you find my phone?"
"Are you the one I was talking to earlier?"
She stares blankly. So I ask, "Are you looking for the Samsung Galaxy 6 in the black carrying case?"
She says, "What picture did you see when you found it?"
"What do you mean picture?"
"Well, when you tap the screen it shows a picture."
"I didn't actually find any phone. You called and I was told two phones were turned in. But none of the phones turned in was the one you lost."
"Can I just see them?"
"Nope. The phone you described to me over the phone was not one of the ones turned in and that's all there is to it."
She gave up rather quickly. But she then told the FES that I never asked her what the model of her phones was. The FES found that a little odd since I clearly told her what the customer on the phone told me.
Was it the same customer over the phone? I doubt it because that customer told me very clearly what her phone was, right down to the color of the carrying case. I doubt you would forget that succinct information five seconds later.
You could probably say that I shouldn't have asked this person if the model she was looking for was the one the customer told me over the phone and you're probably right. I did ask later on if I had dropped the ball over that case but the FES didn't think so.
My personal theory as it that this customer heard the chatter over the walkie talkies. At any given time there can be about ten of them on the floor, including the ones at the service desk, the ones at the registers, one at fitting rooms and another at the Jewelry counter and Electronics. And we're not exactly James Bond communicating with the other agent at the chicken fight, anyone can hear the walky chatter if they're in the area.
I think this woman heard there were phones missing and was possibly trying to take one home with her. But that's still just my theory.
Two different people respond that phone were turned in. I ask the customer on the phone what her model was and she replies, very clearly, "A Samsung Galaxy 6 in a black carrying case."
I asked her to hold on so I could verify if either of the phones turned in matched her description. But she just said, "Nope, I'm coming back in." and hung up.
A minute later, the FES comes to the fitting rooms and asks me what model the customer was looking for. I told her exactly what the customer told me. "A Samsung Galaxy 6 in a black carrying case."
FES tells me that neither phone turned in was a Samsung Galaxy 6 in black carrying case.
A short amount of time later, a customer approaches me. Not the service desk, but me, in the apparel department. It's important to note that I only answer the phone and let people into the fitting rooms. Nothing gets turned in to me and most people would think to go to the service desk at the front of the store if they came in looking for something they lost.
The woman, who I guessed to be about early 20's if not barely eighteen, asks me, "Did you find my phone?"
"Are you the one I was talking to earlier?"
She stares blankly. So I ask, "Are you looking for the Samsung Galaxy 6 in the black carrying case?"
She says, "What picture did you see when you found it?"
"What do you mean picture?"
"Well, when you tap the screen it shows a picture."
"I didn't actually find any phone. You called and I was told two phones were turned in. But none of the phones turned in was the one you lost."
"Can I just see them?"
"Nope. The phone you described to me over the phone was not one of the ones turned in and that's all there is to it."
She gave up rather quickly. But she then told the FES that I never asked her what the model of her phones was. The FES found that a little odd since I clearly told her what the customer on the phone told me.
Was it the same customer over the phone? I doubt it because that customer told me very clearly what her phone was, right down to the color of the carrying case. I doubt you would forget that succinct information five seconds later.
You could probably say that I shouldn't have asked this person if the model she was looking for was the one the customer told me over the phone and you're probably right. I did ask later on if I had dropped the ball over that case but the FES didn't think so.
My personal theory as it that this customer heard the chatter over the walkie talkies. At any given time there can be about ten of them on the floor, including the ones at the service desk, the ones at the registers, one at fitting rooms and another at the Jewelry counter and Electronics. And we're not exactly James Bond communicating with the other agent at the chicken fight, anyone can hear the walky chatter if they're in the area.
I think this woman heard there were phones missing and was possibly trying to take one home with her. But that's still just my theory.
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