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2 different experiences at your shop today when I went in to get help with new phone...Details and consequences too boring and longwinded to recount..this is about the psychology of customer service. The young man who assisted me got it about right. He was patient, calm and courteous and I felt he was doing the best in his power to solve my problem. The intervention of, I suspect, a senior colleague who could learn something from the latter. ..not listening, intent on repeating contract details when I was clearly becoming ruffled and frustrated...he seemed totally unaware and continued to show little understanding . I'm afraid I felt I just needed to walk out of the shop as I was feeling quite upset at this stage following the interaction with this person whereas prior to this I had felt quite calm and satisfied with the service I had recieved. I hope not to return.

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