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Last call of the day today, and it's a woman wanting a rebate for the additional usage charges on her internet account of $176. She had over $200 in additional usage on the previous months bill which had been rebated, and the consultant told her to call back when she got the next bill and get the additional usage charges rebated. And he had also left a note in the account stating he had informed the customer to do this.
It is company policy that additional usage only be rebated once and if the customer changed to a more suitable plan (one of the plans that if the usage limit is exceeded, it will slow down but not incur additional usage charges.
Anyway, this customer had not changed to one of these plans so was not actually eligible to get any additional usage charges rebated, let alone 2 months worth of these charges so I explained to her that she had been misinformed by the previous consultant and she was not entitled to the rebate, but as a gesture of goodwill, (and because the previous consultant had promised her), I would rebate the $176 but she would not be rebated for additional usage again in future(and also put through internal feedback on the consultant for breaking the company policy, which is what we are required to do in these situations).
However, as soon as I told the customer I had rebated the full amount of the additional usage of $176 as a gesture of goodwill she busted out with "That's not good enough, rebate more"
Needless to say, she did not get any further rebates on the account and I also put notes in her account that she was NOT to be rebated for additional usage in future as had been rebated 2 twice already despite not changing to a more suitable internet plan.
It is company policy that additional usage only be rebated once and if the customer changed to a more suitable plan (one of the plans that if the usage limit is exceeded, it will slow down but not incur additional usage charges.
Anyway, this customer had not changed to one of these plans so was not actually eligible to get any additional usage charges rebated, let alone 2 months worth of these charges so I explained to her that she had been misinformed by the previous consultant and she was not entitled to the rebate, but as a gesture of goodwill, (and because the previous consultant had promised her), I would rebate the $176 but she would not be rebated for additional usage again in future(and also put through internal feedback on the consultant for breaking the company policy, which is what we are required to do in these situations).
However, as soon as I told the customer I had rebated the full amount of the additional usage of $176 as a gesture of goodwill she busted out with "That's not good enough, rebate more"
Needless to say, she did not get any further rebates on the account and I also put notes in her account that she was NOT to be rebated for additional usage in future as had been rebated 2 twice already despite not changing to a more suitable internet plan.
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