Tier One Guy: "This customer can't make or receive calls, and the troubleshooting flow led me to transfer to you."
Me: "Hmm, they aren't registered on a tower. That's usually a SIM card number mismatch. Did you verify the customer's SIM ID?"
Tier One Guy: "Yeah, yeah, I did. It's the one ending in 8436."
Me: "Okay, send the customer over and we'll get her all squared away!"
Me: "Thanks for holding, my name is Berkeley. Has a representative checked your SIM card number yet to make sure it matches?"
Customer: "What's a SIM card?"
And of course, a mismatch. Corrected it and she was good to go. It was the second of seven steps in the troubleshooting flow.
Why do reps do this to customers?
More on that later.
Peace, love, and Dick Wilkins,
Current Mood: amused
What I hear: Slacker Radio blastin in my brain