Archived MyDevice Phone calls

[gsa4lyfe]

It’s Intresting because a couple small format stores in the area have mobile Cisco phones that ring every time the store phone rings. I wonder if they’re eventually just designate certain my devices at store phone devices instead of an operator

 

[SpilledTea]

It’s Intresting because a couple small format stores in the area have mobile Cisco phones that ring every time the store phone rings. I wonder if they’re eventually just designate certain my devices at store phone devices instead of an operator

All of the devices will have the app, but only 15 people in each store can be logged into it at a time. No more fitting room rotation/operator (or hours, I'm assuming). SL team is still responsible for answering, though. But, I don't think that there will be a point in time in which there are 15 SL TMs on the floor at once, so electronics and beauty tms will probably be answering calls, too

 

[countingsheep]

Its ok mods you can delete my thread it doesn have any merit anyway just curiosity controlling the post its all good

 

[NightHuntress]

I personally love it. No more running from wherever you are to get to a red phone. I can answer a call within seconds and help the guest.

 

[countingsheep]

One of the biggest concerns I have is idiots leaving their devices places. If you hit redial it auto redials the last number. Now last week some idgit left a walkie somewhere and a porn happy trum supporter got it and played things over the walkie that would make news stations really happy. I say trump supporter because after porn they played trump speeches.

Anyway, long story short with the idgits we have now these devices leave a huuuuuuge open door for people getting calls from our company that are not us. Personally I erase the numbers after every call just to be safe.

 

[Tessa120]

For the FROs with this, how do you know what line to forward to if there's a hardlines question or whatever question? How do you know that Bob has zebra 333 or whatever the number is so you can forward it? How do you forward the outside calls to ring to your zebra? What do you do if it's morning and you weren't lucky enough to get a zebra?

 

[REDcardJJ]

For the FROs with this, how do you know what line to forward to if there's a hardlines question or whatever question? How do you know that Bob has zebra 333 or whatever the number is so you can forward it? How do you forward the outside calls to ring to your zebra? What do you do if it's morning and you weren't lucky enough to get a zebra?

Park the call like you would today. "[DEPARTMENT], you have a call on line [80/81/82/83/84/85] looking for [ITEM]" The fitting room isn't supposed to be answering the phone though, unless the call specifically rings to the phone at the desk because no other TMs were available to pick it up on a device.

 

[Tessa120]

Okay, so rather than forward to hardlines or electronics or whatever you still park. But I thought the FRO answers the main phone, that's what the O stands for. And it's not like the FRO is parked at the desk all day, the FRO has tasks to complete, so not always near the base.

 

[SpilledTea]

FRO won't exist anymore.

 

[can't touch this]

One of the biggest concerns I have is idiote leaging their degices places. If you hit redial it auto redials the last number. Now last week some idgit left a walkie somewhere and a porn happy trum supporter got it and played things oger the walkie that would make news stations really happy. I say trump supporter because after porn they played trump speeches.

SAD!

 

[can't touch this]

FRO won't exist anymore.

but who will tell phone guests we have items in stock that we actually don't????

 

[REDcardJJ]

Okay, so rather than forward to hardlines or electronics or whatever you still park. But I thought the FRO answers the main phone, that's what the O stands for. And it's not like the FRO is parked at the desk all day, the FRO has tasks to complete, so not always near the base.

No. The call rings to all myDevices, but as a backup it will ring to the phone at the fitting room or the TSC if no one picks up the call or no one is logged into the Target Phone app. There is no "operator" anymore.

 

[can't touch this]

I thought I had escaped the horrors of answering phone calls for good by quitting Walmart. TRIGGERED AF!!!

 

[Tessa120]

FRO won't exist anymore.

Okay, yeah, you're right. But certain people have those BGI or RSA assignments, and always one person is designated as FLT/float. And two of the duties that are given to that float person is taking care of the fitting room and answering the phone. So FRO under a different title.

 

[BullseyeStyle]

Great, another guest and TM annoyance: more sounds! Ringing myDevices?

I think it’s a poor choice to get rid of a central operator and expect random TMs to answer calls. At least at my store, there are four main people who are trained as operator and do it every day. There’s a reason that places have an operator. Not everyone has the proper phone etiquette to speak to guests!

 

[Ringwraith917]

If everyone is the operator, no one is.

 

[Tessa120]

Not everyone has the proper etiquette right now. But it is a skill that is easily learned. Many of the skills for speaking with callers are the same skills when helping people face to face. You say the name of the business so people know they called the right place, you introduce yourself because they can't see your name tag, and then you ask and answer questions in the same manner that you would if a guest was standing next to you. The mechanics of answering the phone, placing on hold and picking back up are taught to new softlines folks in a couple of hours, so easy to learn.

The skills that need to be taught are how to juggle multiple calls - how to tell one guest they are going to be put on hold so you can answer/deal with a different call before going back to that guest, how to interrupt someone who just won't stop talking so that you can put them on hold, how to do all that when one guest is in person rather than all guests on the phone, when to tell if a person has been put on hold as long as can be reasonably expected and how to make everyone else wait (including guests standing in front of you) while that person becomes your priority, how to soothe guests' pride when the phone lines just aren't working right. My high school had a business class that taught all that to a bunch of unruly teens in two weeks, so it's also an easily picked up skill.

 

[OneArmedJesus]

It really isn't a hard thing to learn Phone etiquette

 

[OneArmedJesus]

Also people at the stores who do have them, so it does ring to everyones mydevice?

 

[PackAndCry]

Also people at the stores who do have them, so it does ring to everyones mydevice?

Only if you log into the phone app. Only 15 TMs can be logged in at a time.

 

[Tessa120]

What is the extension that the base should be forwarded to in order to make the zebras ring? Or is it just on the night bell and whoever has a zebra with the phone capability just picks up from overhead?

 

[can't touch this]

The annoying thing about talking on the phone is the sheer number of clueless people you deal with. Someone's going to call about an item, but they can't remember the brand, or the name, or the price and they sure as hell don't have it pulled up on Target.com while they're talking to you. All they know is that it's some sort of physical object made of baryonic matter, and expect you to either instantly figure it out or else play 20 questions and try to guess. Meanwhile you'll be surrounded by 200 IRL guests who are waiting on you to help them, but the phone guest drones on and on until everyone grows old and dies, without ever finding the mystery item.

Soooooo what I'm saying is I'll do it for $30 an hour.

 

[Tessa120]

The annoying thing about talking on the phone is the sheer number of clueless people you deal with. Someone's going to call about an item, but they can't remember the brand, or the name, or the price and they sure as hell don't have it pulled up on Target.com while they're talking to you. All they know is that it's some sort of physical object made of baryonic matter, and expect you to either instantly figure it out or else play 20 questions and try to guess. Meanwhile you'll be surrounded by 200 IRL guests who are waiting on you to help them, but the phone guest drones on and on until everyone grows old and dies, without ever finding the mystery item.

Soooooo what I'm saying is I'll do it for $30 an hour.

"Ma'am, ma'am, hold on. Do you have a brand name? What category of item is it? Hold please....(another guest/phone).....Sorry about that ma'am. Anyway, do you remember the item type? Okay ma'am, unfortunately, sorry, please hold...(another guest/phone)....Okay ma'am, unfortunately that is not enough information for me to identify what it is that you are looking for. I suggest that you call back once you have some additional information such as the brand name. Sorry about that ma'am, you have a good day. Goodbye."

Not that hard.

 

[HLN13]

This has been difficult at my store since we have the Omni position. At my store, Omni/Flex pucker/Drive up took over the phones and carried a handheld with them. With this latest updates were really unsure what to do. It’s hard to have Omni still be the one directing calls because if a call rings through while you’re doing a flex or a drive up it’s really annoying to just have to wait or walkie someone else to pick it up. Currently we are doing a little mix of using hand helds and then sometimes we just have the fitting room pick up all the calls but on the zebra. Thoughts?
Also, multiple guests have already complained about team members ‘talking on their cell phones’... so.. there’s that.

 

[Tessa120]

Also, multiple guests have already complained about team members ‘talking on their cell phones’... so.. there’s that.

Those guests either have to be completely deaf and not reading lips or super idiotically stupid. Even if you don't hear the TM answering the call using a greeting that's representing a business, you will still hear inventory being discussed or communication between TMs about how to address that caller's questions or other Target related things being said into the phone. Very clear difference between business discussion on the phone and personal conversation. Plus people tend to modify their enunciation and tone based on whether they are talking to friends/family or professional contacts, so people would hear a more professional presentation.