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I really get aggravated when a customer gets their way, no matter what you tell them, and no matter how much evidence you give them showing they are wrong. I dealt with an internet account earlier today with a customer service rep requesting to speak to my supervisor. This customer was demanding a credit for a three month promotion on free internet, which we were not offering at all. A few days earlier, my supervisor explained this in detail to this customer, telling him he was not eligible for that being we were not offering it at the time he signed up. Now, the notes went something like this:
01/08/2007: Internet set up, rep helped customer with the manual set up on their computer. Did not hear from this customer until 04/03/2007
04/03/2007: Our collections department shut this man's phone off as well as the internet for not paying his bill. Well, this was when an updated note was added. On the same day, this same man, whom we set up service for, made the claim that he never ordered internet and was demanding a credit for unused service. Our records showed extensive use of the internet which he claimed he never had with us.
04/13/2007: This same deadbeat bastard spoke to my supervisor, and made the claim that he was supposed to have free internet service for three months. Yet, ten days prior, he claimed he never ordered it. My supervisor did give this guy a $20 Goodwill credit and had the service removed.
Today: I got the call from customer service where this same guy was demanding another credit, because that $20 was not enough for the "headache". I advised this rep we already explained this to him, that we are not providing additional credits. A few minutes later, I looked at the notes and saw where a supervisor in customer service gave this bastard another $20 credit, which is now $40 this bastard has received. Our service is $9.95 per month, and it was added three months ago. Even with this made up promo he's talking about, it still does not make $40 in credits.
What also got me about this whole thing was anyone reading the notes could tell this guy was lying his ass off, first showing we helped him set the service up, then him claiming he never ordered it, then later claming he was due a three month credit for a made up promo.........why do supervisors do crap like this? Are they so into retaining bastards like this that they'll just give away money?
A good side to this story is.......this man's phone service is still shut off. Even though he got a $40 credit, he is still $100 in the hole. Maybe if he keeps calling and getting those $20 credits five more times, he'll get his service back!
01/08/2007: Internet set up, rep helped customer with the manual set up on their computer. Did not hear from this customer until 04/03/2007
04/03/2007: Our collections department shut this man's phone off as well as the internet for not paying his bill. Well, this was when an updated note was added. On the same day, this same man, whom we set up service for, made the claim that he never ordered internet and was demanding a credit for unused service. Our records showed extensive use of the internet which he claimed he never had with us.
04/13/2007: This same deadbeat bastard spoke to my supervisor, and made the claim that he was supposed to have free internet service for three months. Yet, ten days prior, he claimed he never ordered it. My supervisor did give this guy a $20 Goodwill credit and had the service removed.
Today: I got the call from customer service where this same guy was demanding another credit, because that $20 was not enough for the "headache". I advised this rep we already explained this to him, that we are not providing additional credits. A few minutes later, I looked at the notes and saw where a supervisor in customer service gave this bastard another $20 credit, which is now $40 this bastard has received. Our service is $9.95 per month, and it was added three months ago. Even with this made up promo he's talking about, it still does not make $40 in credits.
What also got me about this whole thing was anyone reading the notes could tell this guy was lying his ass off, first showing we helped him set the service up, then him claiming he never ordered it, then later claming he was due a three month credit for a made up promo.........why do supervisors do crap like this? Are they so into retaining bastards like this that they'll just give away money?
A good side to this story is.......this man's phone service is still shut off. Even though he got a $40 credit, he is still $100 in the hole. Maybe if he keeps calling and getting those $20 credits five more times, he'll get his service back!
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