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The company I am a phone csr for also has retail stores. Besides doing regular phone orders and service for web orders, we have store referral orders, this is where a store calls in and gives us information about the item(s) the customer needs and then we speak to the customer to get billing and shipping information and inform them of important policies that are different from the store.
The store associates mostly tend to be VERY young (under 18) and extremely arrogant and very much into "our" brand (I often get the feeling they'd work the store for free cause its "cool"). Our CSRs tend to be much more balanced and matured (our youngest are around early 20's).
I got the most awful shrill self important little girl today letting me know she was manager and placing a store order. I get the item number, the size, color, and confirm the store price. She keeps cutting me off when I ask for one thing telling me the next thing I need (her tone was making it obvious she wanted me to know she knew the order I'd be asking questions in, like I didn't know what I was doing). There is a REASON I pause between questions its so the computer can catch up with me. I made sure she was giving me what I needed WHEN I needed it (I MUST control the call, the store is just another customer, and it is CRUCIAL the csr is in control at ALL times). Then I ask per my script "may I speak with the customer for billing and shipping information" at this point all hell breaks lose. She snaps at me, "I've gotten all her info and I will be giving it to you". I FIRMLY explain "for accuracy purposes I MUCH prefer speaking to the customer because I need to know some billing information only the customer would know" (lots of people DO NOT grasp the concept of billing vs shipping address and only will give the right info if prompted in the right way, store swipe cards so its VERY unlikely a store ass would know the questions to ask). She snaps back "our store ALWAYS does it this way for the customers sake" I advise her this is VERY strange and I will do it THIS once only. She give me all the info and claims customer does not want to receive email tracking. I place the order store associate makes a big show of getting my name I gladly give it.
After call, pull up order history (customer has 3 pages of orders ALL with emails on almost a weekly basis) and both street name and city are spelled wrong by store ass. I advised her it is more accurate ME speaking first party with the customer and I was very right. I hope she reports me. She'll point out her stupidness. I reported her every way I could I hope she isn't so smug anymore, she treated me like trash and fell on her face HAHAH.
The store associates mostly tend to be VERY young (under 18) and extremely arrogant and very much into "our" brand (I often get the feeling they'd work the store for free cause its "cool"). Our CSRs tend to be much more balanced and matured (our youngest are around early 20's).
I got the most awful shrill self important little girl today letting me know she was manager and placing a store order. I get the item number, the size, color, and confirm the store price. She keeps cutting me off when I ask for one thing telling me the next thing I need (her tone was making it obvious she wanted me to know she knew the order I'd be asking questions in, like I didn't know what I was doing). There is a REASON I pause between questions its so the computer can catch up with me. I made sure she was giving me what I needed WHEN I needed it (I MUST control the call, the store is just another customer, and it is CRUCIAL the csr is in control at ALL times). Then I ask per my script "may I speak with the customer for billing and shipping information" at this point all hell breaks lose. She snaps at me, "I've gotten all her info and I will be giving it to you". I FIRMLY explain "for accuracy purposes I MUCH prefer speaking to the customer because I need to know some billing information only the customer would know" (lots of people DO NOT grasp the concept of billing vs shipping address and only will give the right info if prompted in the right way, store swipe cards so its VERY unlikely a store ass would know the questions to ask). She snaps back "our store ALWAYS does it this way for the customers sake" I advise her this is VERY strange and I will do it THIS once only. She give me all the info and claims customer does not want to receive email tracking. I place the order store associate makes a big show of getting my name I gladly give it.
After call, pull up order history (customer has 3 pages of orders ALL with emails on almost a weekly basis) and both street name and city are spelled wrong by store ass. I advised her it is more accurate ME speaking first party with the customer and I was very right. I hope she reports me. She'll point out her stupidness. I reported her every way I could I hope she isn't so smug anymore, she treated me like trash and fell on her face HAHAH.
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