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On a serious note, whilst most of the phone shop staff I have encountered have been friendly I have given up on expecting them to know the answers to any questions. Instead, I try to get clued up online before going into the shop. My biggest gripe is that they often carry on conversations amongst themselves (or answer calls/texts from mates) while they're supposed to be helping you as a customer.
Not as easy as it sounds either; you have to remember where all the keys are!
I agree, many are friendly, but lack any use. I normally know what I'm looking for, but I wouldn't have imagined that looking on the computer would be so difficult!
As for when they don't listen! Ahh... A lot of them actually spend most of the time outside of their shops, smoking, and talking to the other phone shop smokers too. Now that's annoying!
Samantha.