We have a metric for touchless yet we do data transfers?? Customers are getting more aggressive and demanding by the day. They want us to not only back up iclouds and google but they also want us to reset passwords that they don’t know, they don’t even know their own security questions!! Why?!? Because last time they bought a phone 6 years ago we set it up for them while they sat across from us talking about their whole lives as if we care. Instead of them taking any kind of ownership with their own phone.. I explain we are not responsible for the content of their phone due to security reasons , we are responsible for the network and that’s it!! Customers want us to troubleshoot apps as if Verizon made them it’s just plain annoying!! Verizon corporate heads instead of talking s#%* on here about how we retail employees “whine” how about you fix it in the pos system and let all channels know we no longer do content transfer!! Or instead of investing in AOL and yahoo you invest in techs in the store so I can get back to being a SALESSSS REP !!
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i tell them before i even start that transfers are done from their home wifi and not in store so that covers the basics before we even start and i dont take no for an answer, force tech coach on everyone and if they give a hissy about it i mention that best buy may do the transfer for them or an indirect retailer, considering we dont get paid on upgrades and if they dont want new lines, its not worth the survey or the energy.
All data transfers are done over our wifi which is public and not safe. I don't recommend doing it in store.
Why would you want your data transferred over a Public wifi ?
I would recommend working on how you position this to your customer. It's important to explain in a way that they can understand that their personal information should never be shared with anyone and explain how sharing their login info can compromise their personal information. Working in tech I walk customers through resetting their passwords and transferring content on a daily basis. Is it time consuming, sometimes it is, but remain patient, calm and give reassurance to your customer through the process and they learn how to do it themselves. It all comes down to how you position it as a benefit to the customer and their security. Most people nowadays are hyper sensitive over security, use that to your advantage.
Good rule of thumb: never let the customers phone leave their sight and only guide them through it, never actually do it (as much as possible). I always sight security and how their have been issues with privacy in the past and why it’s now done this way.
When enough customers personal content is compromised and can be traced back to a Verizon rep then you will notice big changes. One incident earlier this year involved a rep changing a customers password and the customers bitcoin wallet being compromised. I can tell you that there have been numerous complaints by customers over the years when it comes to stolen identity and fraud cases. Most of the time the customers blame the reps because “ they were the last ones who changed my password etc “. How we are even allowed to have access to so much personal information from a customer and it is ok ? I mean even if the customer is ok with it Verizon as a company should not be.
Offer to coach then through it, but do not continue to encourage their ridiculous behavior.