Tonight on CBS their Emmy award winning reality show, Undercover Boss continues with an all-new Friday, March 4, 2022, season 11 episode 6 called “UScellular“ and we have your Undercover Boss recap below. On tonight’s Undercover Boss episode as per the CBS synopsis, “Laurent “LT” Therivel, a proud Marine veteran who started as president and CEO of UScellular less than a year before his undercover mission, is intent on seeing how his new endeavors for brand growth are operating.
Will he be all charged up while making customer calls offering the latest company deals? Will he connect well with staff sales associates and network engineers when learning about their day-to-day duties and challenges? Does he learn there’s work to do to get their stores to have “high-speed” customer service?”
The show airs tonight between 8 PM – 9 PM ET on CBS so make sure to come back for our Undercover Boss recap. While you wait for our recap make sure to check out all our Undercover Boss news, spoilers, videos, photos, recaps & more, right here!
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Tonight’s episode begins with there never being a more important time to go undercover. The latest boss to join the hit show was Laurent Therhivel. He goes by LT and he was the CEO of US Cellular. It was one of the four biggest cellular services in the United States. It brought in four billion dollars annually. The company focuses on providing services to rural areas while the other companies focus on the big cities, but US Cellular has been able to hold its own and they were investing millions of dollars into its growth plan. LT was leading the charge. He wants to make sure that the company not only survives and that they also thrive. LT went in undercover as Matt who was a failed bartender starting over late in life.
LT first joined assistant manager Alina at her store in Iowa. He was asked to pitch in with customers as they come through the door and unfortunately he wasn’t really the personable type who could approach customers and instantly get them talking. LT was a little too nervous about that. Alina had to step in. She knew just what to say to the customer who wanted to get a new phone and most importantly she knew how to operate the system to change lines. The current computer system in place was so cumbersome that it took forever for the poor customer to get a new phone. And as it was taking forever, LT noticed the customer getting irritated.
Alina handled it well. She knew what to do and she was left with a happy customer at the end of it. They next moved on to the customer outreach program. They were supposed to call up customers to try and get them interested in adding a new line. It was something LT started. He thought it was a good idea when he first started it and now he knows differently. He knows that most calls go to voicemail. No one answers their phone anymore and they would even block the number once they hear the pitch in the voicemail. Which was counterproductive to their goal. Alina had said that the best way to target younger customers would be on social media as well as streaming sites.
LT thought that was a good idea. He also heard from Alina how she told her boss and her boss told their boss about the customer outreach program failing, but nothing was done about it and so LT now knows that there’s a breakdown in communication and he plans on working on it. After he was finished learning from Alina all that he could, he next went to go work with Kyron who was a network engineer. Kyron often goes into rural areas where he was one of the few people doing all that he could to keep the service on. LT was actually there during a technical emergency. He saw how Kyron couldn’t get a machine on no matter what he tried and it would have caused a cellular blackout.
Thankfully, Kyron knew what he was doing. He eventually got the machine up and running and he also showed LT his other tasks. He swapped out the batteries. He also cleaned the filter on the machine because a lot of flies go there to die. Kyron also mentioned that with the expansion of 5G that his work was going to go up significantly. He was currently in charge of six hundred sites. After 5G goes into effect, he will have to work over two thousand sites, and that it would be over three states. Kyron was the father of seven kids. He had four with his first wife and his second wife brought a son to the marriage. And they were parents two foster.
Kyron didn’t know what his workload will be like once he has to make it to so many sites in so little time. LT told himself that he was going to get Kyron the help he needs before they lose him and he liked Kyron. Kyron and Alina were both good people doing their best. Marco was the same. Marco was the assistant manager of one of the few prepaid-only stores that the company. He was a part of the future and so LT wanted to meet him to see how things were run there but he never thought there was a supply issue or that the prepaid wasn’t getting the phones they’re supposed to sell. It turns out there was no number for the prepaid stores.
They had to rely on reaching out to anyone they thought they could help. The supply issue also meant that they couldn’t sell accessories even though that was the biggest part of their salaries because they couldn’t find enough phones to match the cases. But that didn’t stop Marco. Marco also went out into the community with goody bags. They all had fliers in them that offered discount prices off the phones and so he was building something within the community. LT respected that. LT heard Marco’s life story and he wanted to help. He wanted to help everyone he met thanks to Undercover Boss.
LT later met with all three people and he offered them something. He offered them work. He offered them extra money for stability and it wasn’t chump change. He was giving out over fifty thousand dollars to people who needed it. And so LT was a great guy.
THE END
