Mystery Caller is a bit clumsy and has dropped his phone, smashing the screen. This is the third time this year he’s broken phone and he wants something more robust
5: Vodafone
I was speaking to his colleague, who never gave her name, and it quickly became evident that Declan had not explained my query before transferring my call
Manner – 1/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 0/5
Clarity – 2/5
Overall – 1/5
Total – 8/30
4: O2
She asked what phones I’d had and I told her loads. “That’s not left me many options,” Emma laughed. Well, that’s what you’re here for, isn’t it?
Manner – 3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 3/5
Total – 17/30
3: Virgin
She told me that was a difficulty one as most modern smartphones come with a large screen that is more likely to break if it is dropped
Manner – 4/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30
2: Three
When I refused to give him my number, Mubasher became a little bit terse
Manner – 2/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 3/5
Total – 20/30
1: EE
Rachel said the Sony Xperia range are all sturdy phoned. She explained that they are difficult to break
Manner – 5/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 5/5
Total – 29/30
Summary
This was a tough task for the CSAs as there are very few durable phones on the market. It showed in the results as they struggled to find a suitable device for under £30.
Declan at Vodafone was a shambles, as he failed to get to grips with the task and then passed me to a colleague without warning her, making me explain it again.
Emma at O2 was much nicer but she didn’t really get the task either and seemed to lack a little bit of knowledge.
Jayde at Virgin was also very polite and friendly but never managed to justify why one device she offered was better than any other.
Mubashar at Three had the opposite problem. He seemed to know what he was talking about and shared that knowledge, but he was a bit rude at times.
Despite the fact she was working in the wrong department, Rachel at EE excelled and completely owned the task.
Full article in Mobile News issue 580 (January 19, 2014).
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