Believe it or not, this is the "live chat" session I just had with O2. Way to go O2! Absolutely fucking superb show on how to handle a potential customer ... NOT!
Remember that I was already irate at having to deal with an automated selection system that absolutely refused to put me through to a human being.
Welcome to O2. A Guru will be with you soon.
You're through to Guru Ricky.
Ricky: Hi I'm Ricky. How can I help?
Michelle: Hi! I've been trying an O2 PAYG SIM to check coverage. I'm currently an Orange customer.
Michelle: I wanted to try and speak with someone about the options of coming over to O2 on a contract, but just trying to get a human being on the phone is a nightmare.
Ricky: I'm sorry about that. I'll check this for you.
Ricky: I'll connect you to our sales team and they'll help you with it. Please be online.
I’m just going to transfer you to O2 Shop.
You are now chatting with Lynn at O2 Shop.
I’m just going to transfer you to O2 Service.
You are now chatting with Anita at O2 Service.
Anita: Hi I'm Anita. How can I help?
Michelle: Hi, can you see the previous chat?
Anita: Do you want a new SIM card for Pay & Go?
Michelle: *slaps forehead* Sigh. Hang on.
Michelle: Ricky: Hi I'm Ricky. How can I help? Michelle: Hi! I've been trying an O2 PAYG SIM to check coverage. I'm currently an Orange customer. Michelle: I wanted to try and speak with someone about the options of coming over to O2 on a contract, but just trying to get a human being on the phone is a nightmare. Ricky: I'm sorry about that. I'll check this for you. Ricky: I'll connect you to our sales team and they'll help you with it. Please be online.
Michelle: As if not being able to talk with someone was bad enough, being batted around like this in chat is worse. I'm starting to become disenchanted with O2 already.
Anita: I'm sorry for that, but can you please tell me whether you want a Pay and Go SIM card or a Pay Monthly contract?
Michelle: "I wanted to try and speak with someone about the options of coming over to O2 on a contract," - didn't you read this?
Anita: If you want a new contract please contact our sales team as I'm from a customer service I don't deal with sales.
Michelle: Ricky put me through to sales, who bounced me straight to you.
Anita: Please contact our sales team on 08702 257 879
Michelle: What cost rate is that number? I do have a PAYG sim, so is there a shortcut number?
We’re putting you through to the right person, won’t be long.
You're through to Andy.
Andy: Hi I'm Andy. How can I help?
Michelle: Hi Andy, I'm Michelle, and I'm getting thoroughly disenchanted with O2 already and I'm not even a customer yet!
Michelle: I take it that you can't see the previous conversations?
Michelle: Hello?
Hold on. You're being put through to Anita.
You're through to Anita.
Michelle: Didn't we just speak?
O2 has ended this chat session.
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