I just got off the phone with a lady who had her business cell phone account suspended for non-payment. The thing I hate most in the world is when someone asks me a question and then cuts me off before I can answer. Number two on that hating list is people who tell me what I'm going to do. Here's the jist of the conversation, I don't feel like typing out the 8 or so times she cut me off to randomly yell the same thing she just had said, but that would explain why at this point in the conversation I was a tad testy.
SC=you know who
me=ripping her hair out
SC: I mailed that payment on the 25th! The people at the store told me I could!
me: I see here you talked to <co-worker> on the 18th who told you that your suspension date was today, the 27th, and you said you would mail it that day, the 18th.
SC: I did NOT talk to her that day! I talked to her on the 21st!
me: So you're saying that <co-worker> made up the conversation you're saying you had four days in the future? The notes on the account are time-stamped, she can't change the date of her note.
SC: Well that's not the point! The point is that you turned my phone off and I always pay you people on time! The economy is bad! You never told me I would suspend!
me: It looks here that you were first told of your past due status on the 12th, then on the 15th, then on the 18th...
SC: Whatever! Here's what you're going to do! You're going to put a note on my account to always call be before you turn off my phone or I'll take my business elsewhere!
At this point, I was totally over this woman.
me: Ma'am, I'm sorry, but I will not guarantee that we will call you before you suspend. There is an expectation that you pay your bill by the due date printed on it. And besides, every other cell phone company bills monthly and requires a payment by their due date. All companies require that you pay them on time.
She flustered a bit and kept saying she would cancel, so I said that was fine and she hung up.
Anyone else had stories where the customer tells you what you're going to do for them?
SC=you know who
me=ripping her hair out
SC: I mailed that payment on the 25th! The people at the store told me I could!
me: I see here you talked to <co-worker> on the 18th who told you that your suspension date was today, the 27th, and you said you would mail it that day, the 18th.
SC: I did NOT talk to her that day! I talked to her on the 21st!
me: So you're saying that <co-worker> made up the conversation you're saying you had four days in the future? The notes on the account are time-stamped, she can't change the date of her note.
SC: Well that's not the point! The point is that you turned my phone off and I always pay you people on time! The economy is bad! You never told me I would suspend!
me: It looks here that you were first told of your past due status on the 12th, then on the 15th, then on the 18th...
SC: Whatever! Here's what you're going to do! You're going to put a note on my account to always call be before you turn off my phone or I'll take my business elsewhere!
At this point, I was totally over this woman.
me: Ma'am, I'm sorry, but I will not guarantee that we will call you before you suspend. There is an expectation that you pay your bill by the due date printed on it. And besides, every other cell phone company bills monthly and requires a payment by their due date. All companies require that you pay them on time.
She flustered a bit and kept saying she would cancel, so I said that was fine and she hung up.
Anyone else had stories where the customer tells you what you're going to do for them?
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