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I work in a call centre, along with a fellow colleague of mine who is also on here, goes by the nickname of scorpionf.. Anyway I work as an inbound customer service and sales representative and one of the calls I managed to get one day was a customer who wasn't very happy at all his bills.
Turns out that this guy was signed up instore by one of the staff members, the offer was that he was entitled to UP TO 12 months half price internet, on the grounds he met certain criteria - and as I later discovered in the call - NONE of which were mentioned to him at the time.
He was complaining that he only got 6 months out of the possible 12, I went ahead and politely explained to him how the offer was comprised (which is at this point in time I get the feedback that none of this was explained to him instore), and that this would be best discussed with the staff at the store where he was signed up.
His impression? He thought we as part of the call centre staff would have been able to fix this one up - I politely told him that he needed to go back to the store he was signed up at and take it up with them as they had "promised" him 12 mths half price internet - but never followed through with it ..
In the end it was only escalated to my team leader because the customer flatly refused to go back to store as it was out of his way and he didn't have the time to do so..
Turns out that this guy was signed up instore by one of the staff members, the offer was that he was entitled to UP TO 12 months half price internet, on the grounds he met certain criteria - and as I later discovered in the call - NONE of which were mentioned to him at the time.
He was complaining that he only got 6 months out of the possible 12, I went ahead and politely explained to him how the offer was comprised (which is at this point in time I get the feedback that none of this was explained to him instore), and that this would be best discussed with the staff at the store where he was signed up.
His impression? He thought we as part of the call centre staff would have been able to fix this one up - I politely told him that he needed to go back to the store he was signed up at and take it up with them as they had "promised" him 12 mths half price internet - but never followed through with it ..
In the end it was only escalated to my team leader because the customer flatly refused to go back to store as it was out of his way and he didn't have the time to do so..
Are you from Australia by any chance?
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