Wireless Revolution

Great staff
Great service
Very knowledgeable and helpful

Initial Business Response /* (1000, 10, 2016/05/10) */
Mr *** was contacted on 4/by myself, the district managerThe email communication from Mr*** was from an address that showed up as the letter "D" in my inbox and was looked overI explained this to Mr*** and apologizedI told
him that the reason the inadequate device was offered as a "loner" phone was because there is currently no "loner" phone processes availableWhen a customer has a warranty malfunction, it takes to business days to receive a new oneThis is stated in the terms and conditions of the service and repair agreement signed by the customer when insurance is acceptedHe was offered a "loner" outside of these terms, as an option when Mr*** was upset about the time frame, he became upset and had to walk away from the sales rep he was speaking toThe manager felt the sales rep was going above and beyond offering something when nothing else was available that dayWhen he said this to Mr***, it was taken as an insult as the device was an older device that did not meet all of Mr***'s needsThe manager became defensive and an argument startedThe manager did not deescalate the situation, and Mr*** was heard by customers in the store at the time using profanityThis escalated and the customer felt offended and leftWhen I received the email from Mr*** about the situation, I spoke with the sales rep that worked with him, the manager, and the customers that were in store separatelyThe conversation with the manager was one about the best way to show empathy to all customer's and how to properly communicate when someone is upsetA customer might not know all policies and just because a customer get's upset and uses profanity doesn't mean we cannot still attempt to work the situation outWhen the sales rep offered the "loner" phone, the customers and sales rep stated that Mr*** responded dismissively with profanity, and walked away clinching his fistsMr*** wrote in his initial email to me, " I understand wanting to have a manager that isn't spineless", but when the manager started to defend his employee he felt insulted the way he raised his voice to interject
He uses his phone for business, as he stated to me during our phone conversation, so him being upset was understandableMr*** needing his phone for his livelihood is something that needed a quicker solution than what we offer at our locationThe option that best suited Mr*** was an option that people do not normally take in this situation because it has an out of pocket cost to the customer, when the in store option does notIf the manager would have offered this option, the customer agreed with me that he would not have gotten so upsetDuring the conversation I had with Mr ***, I told him that when we offer solutions to customers, given to us by our company, they often respond in an angry way because people rely on their smartphones so much more that they did even years agoWhether it's the manufacturers fault (as it was with Mr***) or even if the customer causes the damage, we at the store level receive angry customers a lot due to their need for their deviceIt is up to us, and our store manager, to empathize in all situations because this is the way the industry is nowIt is our job to accommodate customer's and give them a desire to return