I had a rejection on a phone shop

Every time I do a phone shop after they tell me who they are and where they work I say

Good morning __________. How are you? Then I ask the question that I am suppose to (That was in the guidelines).

According to the editor In the future, please use the suggested opening line. Thank you for your attempt.

I said the question word for word but I added Good morning...

Do you think I should go higher up or let it be?

I never had a call rejected beause I said good morning/afternoon. I was just being polite.


IMO I don't see with any thing wromg with saying Good morning before a phone call.

Edited 2 time(s). Last edit at 11/06/2018 11:58PM by Isaiah4031a.

You are courteous and well-mannered. This is a good thing. The world needs more polite people such as yourself. If the opening line was only suggested and not mandatory, then the shop should be accepted. The admonishment to use a suggested phrase is not the same as a ding for not using or altering a mandated phrase. in future, this shop's guidelines should specifically include or exclude word/phrase choices and describe the relevant rewards or consequences.



Edited 1 time(s). Last edit at 11/07/2018 12:31AM by Shop-et-al.

Ouch, OP. Unless there was a very good reason for not being allowed to include that part, I think it's an asinine excuse to reject a report over. I've gone off script before too for a phone shop and was politely reminded not to do so and was docked some report score points. But, my shop was never rejected.

Did you have any other issues, such as lateness? If that was the only issue, I might go to a supervisor if it was a decent time-intensive shop. I can't answer that part for you actually. It's hard to say...I've let things slide before, where I had a report rejected. I don't think I've ever protested. But, my rejections were for solid reasons.

I think in your case, it sounds too harsh and would probably seek a superior. But, I can't say for sure not being in your shoes. If it was like a $2.00 phone shop, which I've done before sadly, then I'm not sure I'd take the time to protest, because it might cost me more in time lost. But, otherwise, I still think it sounds like a lousy excuse to reject a shop for.

@Shop-et-al. Thanks

The guidelines said,

I'm looking for a room for______ (Date). What are your prices? No where in the guidelines did it say not to use the word please. It did list other do and don't though.

I could have done it either yesterday or today and I decided on doing it yesterday.

It was a $ 4 phone shop and it took me no more than 5 minutes

I even said May I have a price please.

Edited 1 time(s). Last edit at 11/07/2018 01:27AM by Isaiah4031a.

I did this shop. It says in bold print that the client will not accept the shop if the required opening line is not used word for word. I just read it and had no problem with the shop.

Edited 1 time(s). Last edit at 11/07/2018 01:52AM by breestjon.

I know but I was just being polite. But I am used to say Good Moring/good afternoon

What is wrong with being polite?

Edited 2 time(s). Last edit at 11/07/2018 01:57AM by Isaiah4031a.

@breestjon wrote:

I did this shop. It says in bold print that the client will not accept the shop if the required opening line is not used word for word. I just read it and had no problem with the shop.

That was how I also remembered the guidelines. OP, do you still have a copy of the guidelines to check and see if it says that the client will not accept the shop if the required opening line is not used word for word. If your guidelines do say that, it does not sound like you met that. It sounds like you added "Good morning {employee name}. How are you?" and added "please." Could it be a different shop? If it's the same shop, and it said that the client will not accept the shop if the required opening line is not used word for word, then I would accept the rejection and not go higher up.

I have accepted the rejection and I will not go higher up.

will there be some way to lock this post

There is nothing wrong with being polite. I try to say the least amount possible when I make calls for this MSC or any company. Sometimes it is hard though.

OK. Let's look at it from the client's view. (Let's pretend you are calling for curbside service.)

Me: "Thank you for calling Applebee's in San Bernadino. This is Annette. How may I help you?"
You: "Good afternoon Annette. How are you? I'd like to get the 2 for $20 lunch."

Super odd. Most, not all, people don't really care what the person's name is on the phone, and even stranger that you'd repeat it.

Of course, in some parts of the country, most likely where people are addressed as ma'am and sir, it's not so weird.


Aside:
The 30 year old guy at the gas station told me to quit saying please and thank you because it was freaking him out after being yelled at and disrespected all day. Poor guy. We then bonded over the rude people who put the money on the counter instead of handing it to you.

Anyway, that sucks. I hate phone shops. I hope yours wasn't too much money that you are missing. I called two car dealerships at lunch yesterday. Dreadful. Just move on. Lesson learned for the shop, but it's never wrong to be polite.

IF the instructions didn't say you had to say it word for word, you have a good point.

You also have to remember that people have different personalities. If you get an editor with an lean towards OCD, they might not allow for any deviation from the guidelines. Or the editor (who might never have performed he shop) might not realize that the flow of the shop requires ad libbing to make it seem like a normal customer/employee interaction. The good ones get that.

If the company states word for word, that's what you do. Sometimes we don't know the reasons. I started a new shop I asked, "I would like to know about your checking accounts?" Should have been, "I would like to speak to someone about opening a checking account." Makes a big difference. I did get paid and corrected.

Companies want to measure the associates politeness to the customer, not the customer to the associate. I have one company I work for where they don't want the shopper to say Thank you to the associate at the end and wanting to know if the associate does. I did on a call one time and got a note from the editor about it and a lower grade. I do 90% phone shops now and you just need to be careful and read the guidelines. I've had companies reject phone shops for me before randomly because I was sitting at home doing the shop and the mailman rings my doorbell to drop off a package.

This is why I don't even attempt phone shops any more. I, too, find it virtually impossible to not say "good morning", or "I didn't catch your name" (when the guidelines state I MUST get a name), or "thank you", or any of the dozens of other phrases that indicate -- good manners?

Sorry, MSCs. I was taught telephone manners. I am incapable of not using them, after over 50 years of practice, LOL!!!!

So, I just don't do phone shops.

I know one company that I work for that if they don't give a name you must ask for it at the end.

Every time we have a pizza deliever (Not Poppa Johns) I always say good afternoon/good evening, I need to have a pizza delivered please or something to that effect.


It is hard not to say thank you either.

How can some one ringing the door bell cause a shop to be rejected? I know they want no back ground noise if possible but what is the difference if you call a place and you can hear customers in the background or the employee is taking to another employee?


when you are doing phone shops you need to put a sign on the door that ays door bell out of order

Everytime I do phone shops, I let me family know when I do them so they can be quite a few minutes

Hi!
Quick intro first- Absolute newbie here, I’ve spent my free time the past few days reading and enjoying the forum. I’ve never participated as a shopper but looking to give it a try for a bit of fun. I may have a knack for it since I tend notice the obscure details in general but especially in service interactions.

When I read this post I perceived it from a different angle. I think many people do start with a proper greeting, my hunch is that the client wants specific statements made so they can assess how they respond to people. Since majority of people will actually say hi or good morning or whatever appropriate greeting it usually has an implied friendly tone. When someone gets right to it (generalizing here), people tend to perceive that this person is rude or demanding or difficult or cold. It’s easy and natural for people to then mimic or model the behavior and it’s often a subconscious reaction.

Customer service is still about coming across as pleasant and friendly and willing to help no matter how much the service rep may want to throw daggers at them or something of the like. Being great at customer service comes naturally for some, however, it’s still a developed skill. It’s likely useful in their training and assessment of how employees are able to deal with different personalities or perceived personalities of consumers.

I may be totally off but it was the first thing that came to my mind reading this thread.

@Isaiah4031a wrote:

It is hard not to say thank you either.

I learned how to do this while evaluating Disneyland for over a decade.

If you say, "Thank you," first, they will reply you're welcome. They won't get credit for thanking you.

So, I simply said, "Ok then," or "Alright great," when I wanted to say, "Thank you."

@SoCalMama wrote:

@Isaiah4031a wrote:

I learned how to do this while evaluating Disneyland for over a decade.

If you say, "Thank you," first, they will reply you're welcome. They won't get credit for thanking you.

So, I simply said, "Ok then," or "Alright great," when I wanted to say, "Thank you."

Disneyland. I bet that was a-lot of info to remember? Even though you had to remember a-lot of stuff I bet you had fun with your family Is it still shopped?

The next time I do phone shops I will keep that in mind

@Isaiah4031a wrote:

@SoCalMama wrote:

@Isaiah4031a wrote:

I learned how to do this while evaluating Disneyland for over a decade.

If you say, "Thank you," first, they will reply you're welcome. They won't get credit for thanking you.

So, I simply said, "Ok then," or "Alright great," when I wanted to say, "Thank you."

Disneyland. I bet that was a-lot of info to remember? Even though you had to remember a-lot of stuff I bet you had fun with your family Is it still shopped?

The next time I do phone shops I will keep that in mind

Disneyland ended their program in 2013.
Yes, it was amazing. I did a great job because I wanted the be the scheduler’s first choice when they needed anything. I went every two weeks for over a decade and often picked up missed venues. My kids pretty much grew up there. I have been to every store and restaurant numerous times, including Club 33. Great times.

I wonder why they ended the program?

Probably too expensive.