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..and it's not the weather I'm talking about!
b/g - call center, billing department
This is not a sucky customer post, because the customer was a sweetheart. I hope this is the right place for it.
This call will stay with me for quite a while.
Lovely lady calls in about long distance charges on her cell phone - almost $200. No biggie, handle these all the time. Usually just an explanation, and all is well. But she is sure she never made these calls. This lady went so far as to call the number on her bill from her home phone, in case it was someone she knew, and just forgot that they were long distance. Tells me she spoke to both the man who answered the phone and his wife. They don't know each other.
Something in her voice had me believing her, just a gut instinct you get about customers. Anybody who has worked with the public for any length of time knows what I mean. So I take the time and look through all the charges. I ask her to get her calendar out, and we go through when the calls were made. After the third one, she breaks down sobbing.
The calls were all made while she was in the hospital getting chemo! One of her caregivers at the hospital has been taking her phone for long distance calls, while she was busy going through hell to save her life.
I'm still shaken to the core at how cold, how harsh that is, and from someone who is supposed to be there to help this woman. Damn. Now I'm all choked up again.
b/g - call center, billing department
This is not a sucky customer post, because the customer was a sweetheart. I hope this is the right place for it.
This call will stay with me for quite a while.
Lovely lady calls in about long distance charges on her cell phone - almost $200. No biggie, handle these all the time. Usually just an explanation, and all is well. But she is sure she never made these calls. This lady went so far as to call the number on her bill from her home phone, in case it was someone she knew, and just forgot that they were long distance. Tells me she spoke to both the man who answered the phone and his wife. They don't know each other.
Something in her voice had me believing her, just a gut instinct you get about customers. Anybody who has worked with the public for any length of time knows what I mean. So I take the time and look through all the charges. I ask her to get her calendar out, and we go through when the calls were made. After the third one, she breaks down sobbing.
The calls were all made while she was in the hospital getting chemo! One of her caregivers at the hospital has been taking her phone for long distance calls, while she was busy going through hell to save her life.
I'm still shaken to the core at how cold, how harsh that is, and from someone who is supposed to be there to help this woman. Damn. Now I'm all choked up again.
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