Mystery Caller has bought an iPhone 4 from the Apple store. But given its high price, insuring it is a must. His fi rst call for an insurance plan is to the operators. What could they offer and how clued-up were the CSAs on the topic?
6: Virgin Mobile
This happened a further eight times before the line went dead. Not a good start
Manner – 1/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 2/5
Total – 9/30
5: T-Mobile
I needn’t have bothered, as Mark wasn’t able to help me much either
Manner – 3/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 12/30
4: Vodafone
I felt bit annoyed that I had been shifted across the Vodafone system, only to realise my request was not going to be answered
Manner – 2/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 3/5
Total – 13/30
3: Three
I went for the ‘lost or stolen’ option, which always results in a CSA picking up fairly urgently
Manner –3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 3/5
Total – 17/30
2: Orange
Luckily she was just covering her bases and I was on the line with Noddy in about a minute
Manner – 3/5
Understanding –3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 18/30
1: O2
I pulled him up on this and he seemed annoyed, but did apologise
Manner – 3/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 3/5
Total – 19/30
Summary
It was another average-to-bad showing from our CSAs this week.
Even though many of the networks don’t sell insurance, it would be a nice touch for the advisors to give friendly advice on how to fi nd some. Only a handful did. I’ve rarely been spoken to by a ruder CSA than Virgin’s Andy, while T-Mobile’s Mark, although slightly politer, didn’t seem bothered about my request. The unnamed man from Vodafone was not much better, but gave good advice at the end.
The lady from Three was good throughout and pointed me in the right direction to buy insurance. Orange’s Noddy put in a good show and although couldn’t provide what I wanted, did fi nd out what he could. Noddy was just beaten by Nathan from O2, who fi nished strongly, and would have scored 10 points higher had he not tried to swivel out of my request at the start.
Full review in Mobile News issue 489 (May 23, 2011).
