Thank you for reading in advance:
At my location, we have had the approach of not performing data transfers on demand without first offering options like a "step by step" data transfer back up and transfer sheet, trade in from home, tech coach, or scheduling an appointment so that with the alloted time, we can help them transfer if all the above options did not suffice...
i recently had a customer come in store claiming she needed a new battery for her phone as she had tried two different chargers and neither worked. She came in with a very aggressive demeanor so I stalled accessing her account without more info in order to avoid any RIS detractor scenario. After asking her questions such as phone being dropped in water, exposed to hot temperatures like a sauna etc...she stated she had no such instance of her phone being compromised. So with due diligence in mind I accessed her account. Upon discovery, I was excited to tell her about her having insurance and how it extended her warranty (she had a moto z 4) as I was beginning to explain, she told me that if I "valued her business" I needed to get her a new phone right away. It really threw me for a loop not because I haven't dealt with pushy or demanding or even irate customers, to me it was her bold and entitled approach to the interaction. Before I mentioned a CLNR option I inspected the phone further and upon removing her case discovered moisture towards the bottom of the phone near the charging port, the bottom of the case was still wet...so as we discovered this together, she mentions that she had wiped sanitizer on the phone and is what the moisture most be. At that point I recommend she contact assurion for a replacement as the phone would not be covered by warranty. I will admit, I forgot to mention she could purchase a phone outright but by that time I was so channeled into dodging her aggressiveness while also maintaining a somewhat moderate experience for her, I decided to step off the sales floor and involve my floor manager in the transaction. The customer and I were at odds over whether her purchasing a new device would include us transferring all her information along with signing her into her emails and other apps etc...I gave her the above mentioned options and she just kept demanding that as a customer it was our responsibility to make sure she had all her information moved over. As I was explaining this situation my SM, my GM stepped in (without having heard the whole interaction) and began to offer redundant input about the above steps. I requested that he intervene with the customer in the spirit of not facing a new detractor and making sure she had a good experience since clearly her and I were not meshing so well. I get it, not every experience is going to go our way, not everyone can be approached the same way, but at the very minimal I expect to be treated as a human by anyone from the public. If I cannot approach them in any unwelcoming manner, then I at the least expect the same from them. Be an adult. It's just business. So up to this point, I had done my discovery, I had offered a plethora of options, and now I was involving management all in the mentality of being one with my team and holding me end of the deal. My GM proceeded to step on the sales floor and approach the customer with a "he he ha ha" approach and she still kept her same energy that she had with me when she came in. She told my manager that she would ONLY purchase a phone if he PROMISED her to transfer all her information. Everything. Emails apps and all. He attempted to dissuay her with the same options I had given her and she just stood her ground. By that point she only wanted to deal with him as he did in fact end up promising her to transfer all her things. I of course remained involved during the transaction remaining professional with her throughout it all. Sold out the phone with no ARD, no VZ Protect, nothing.
I attempted to clarify with my manager what the appropriate stance is in our store regarding the transferring of data, as we have had the same stance on transferring since last year and have done it all this year. He said that we do, but we don't. He said ultimately if it is that much of an importance to the customer that we indeed transfer all information, even though we have already been following a series of protocols and procedures on transfers due to staffing and time constraints. We usually only have 2 openers and 2 closers and most days 1 manager. Since transfers and updates can be so time consuming we would rather schedule an appointment than to be tied up and then be hit with a rush. All while trying to maintain our RIS scores and surveys at perfection. Our GM cannot seem to give a definite answer and so I wonder, is it like this everywhere else? What approaches work for your stores? Anyone else having issues with entitled customers that refuse to be responsible for their own data and information? The lady didn't even know her Gmail password. My GM spent quite some time with her. And all that and we still could receive a terrible score. I felt like he did not have my back, I felt as if I was following procedures that the majority in our store follows, and yet I was being reprimanded for basically my customer demanding we make HER the exception to the system that we have been following.