02 Shop staff wrong.

Oldvinyl · 01-02-2008, 21:42

Went in there today to complain about problem topping-up PAYG abroad with Debit Card.
I had followed top-up prompts but at the end, service said "Unable to complete. Address does not match card number."
Today staff said "You cannot top-up PAYG abroad."
But after I left shop I remembered I HAD topped-up abroad with Credit Card ok

So why tell me you can't do it?

Sananda Maitreya · 01-02-2008, 21:46

people make mistakes and don't have knowledge of every aspect of everything. is this a surprise to you?

Running Water · 01-02-2008, 22:15

Quote:

Originally Posted by Sananda Maitreya

people make mistakes and don't have knowledge of every aspect of everything. is this a surprise to you?

If they don't have knowledge, they should double check with someone else before giving a definitive answer. Is this new to you?

Oldvinyl · 01-02-2008, 22:17

Oh i ddon't expect staaff to know everything, but to say "You can't top-up abroad". That's really bad.

Sananda Maitreya · 01-02-2008, 22:21

Quote:

Originally Posted by Running Water

If they don't have knowledge, they should double check with someone else before giving a definitive answer. Is this new to you?

people often think they have the knowledge but are incorrect.

i agree that those that are aware they don't have the knowledge should ideally make enquiries. saying " i don't know" is possibly the most intelligent thing anyone can say. but it doesn't often happen like that. and i'm not surprised.

chyllyphylly · 02-02-2008, 02:47

o2 staff are people too, they are bound to make mistakes. But giving out wrong information is not acceptable, this is a training issue. They can find out the information just by either asking the manager, if he/she doesnt know, then call prepay themselfs.

Pencil · 02-02-2008, 03:38

To be honest, that's a pretty simple question which any phone shop employee with 6 months or more experience should be able to answer.

The first thing all trainees are taught is "if you don't know something, ask". The employee stuffed up and should be hanged.

prking · 02-02-2008, 08:09

If you think you know something, then you don't ask. If that something turns out to be wrong, then you have made a mistake. Mistakes happen. You apologise and put it right. Life goes on.

01-02-2008, 21:42	#1
Oldvinyl Forum Member Join Date: Jun 2003 Location: Savoie Posts: 993	02 Shop staff wrong. Went in there today to complain about problem topping-up PAYG abroad with Debit Card. I had followed top-up prompts but at the end, service said "Unable to complete. Address does not match card number." Today staff said "You cannot top-up PAYG abroad." But after I left shop I remembered I HAD topped-up abroad with Credit Card ok So why tell me you can't do it?

01-02-2008, 21:46	#2
Sananda Maitreya Forum Member Join Date: Apr 2007 Posts: 5,687	people make mistakes and don't have knowledge of every aspect of everything. is this a surprise to you?

01-02-2008, 22:15	#3
Running Water Forum Member Join Date: Jan 2008 Posts: 768	Quote: Originally Posted by Sananda Maitreya people make mistakes and don't have knowledge of every aspect of everything. is this a surprise to you? If they don't have knowledge, they should double check with someone else before giving a definitive answer. Is this new to you?

01-02-2008, 22:17	#4
Oldvinyl Forum Member Join Date: Jun 2003 Location: Savoie Posts: 993	Oh i ddon't expect staaff to know everything, but to say "You can't top-up abroad". That's really bad.

01-02-2008, 22:21	#5
Sananda Maitreya Forum Member Join Date: Apr 2007 Posts: 5,687	Quote: Originally Posted by Running Water If they don't have knowledge, they should double check with someone else before giving a definitive answer. Is this new to you? people often think they have the knowledge but are incorrect. i agree that those that are aware they don't have the knowledge should ideally make enquiries. saying " i don't know" is possibly the most intelligent thing anyone can say. but it doesn't often happen like that. and i'm not surprised.

02-02-2008, 02:47	#6
chyllyphylly Forum Member Join Date: May 2006 Posts: 845	o2 staff are people too, they are bound to make mistakes. But giving out wrong information is not acceptable, this is a training issue. They can find out the information just by either asking the manager, if he/she doesnt know, then call prepay themselfs.

02-02-2008, 03:38	#7
Pencil Forum Member Join Date: Nov 2004 Posts: 4,252	To be honest, that's a pretty simple question which any phone shop employee with 6 months or more experience should be able to answer. The first thing all trainees are taught is "if you don't know something, ask". The employee stuffed up and should be hanged.

02-02-2008, 08:09	#8
prking Forum Member Join Date: Sep 2002 Location: Weston-super-Mare Posts: 9,167	If you think you know something, then you don't ask. If that something turns out to be wrong, then you have made a mistake. Mistakes happen. You apologise and put it right. Life goes on.

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02 Shop staff wrong.