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Was serving this customer today who'd switched from one kind of internet connection to another - load up the account details of the account he wants to close - and he's still under contract ... uh oh ... this customer's going to be up for a fair bit of a break of contract fee for it ..
SO I go ahead tell him, then he goes silent for a bit, then the partner of this gentleman hops on the phone and starts abusing me ... like where the HELL do you think you can get off charging a break of contract fee like that ...
Uhhh if you would have read the terms and conditions of the plan and the contract you would have seen them in there ...
Anyway I proceed to shut the account down and put in the notes that I have advised the customer of the break of contract fee etc .. all the legalese to cover my backside should this customer decide to take it on .. and of course she's decided she'd take it to the TIO (Telecommunications Industry Ombudsman) ..
In the meantime whilst I'm doing this she's yelling and screaming abuse at me sprinkled with a few expletives .. so what do I do .. let her finish and then pause for a few seconds just to allow her to catch her breath slightly .. I then calmly and politely said something along the lines of hey I'm not taking this one personally but would you mind not swearing whilst on the phone to me .. I'm here to help you out rather work against you ..
But in the end she hung up quite upset and frustrated ... mehhh she's lucky I didn't terminate the call on her !!
SO I go ahead tell him, then he goes silent for a bit, then the partner of this gentleman hops on the phone and starts abusing me ... like where the HELL do you think you can get off charging a break of contract fee like that ...
Uhhh if you would have read the terms and conditions of the plan and the contract you would have seen them in there ...
Anyway I proceed to shut the account down and put in the notes that I have advised the customer of the break of contract fee etc .. all the legalese to cover my backside should this customer decide to take it on .. and of course she's decided she'd take it to the TIO (Telecommunications Industry Ombudsman) ..
In the meantime whilst I'm doing this she's yelling and screaming abuse at me sprinkled with a few expletives .. so what do I do .. let her finish and then pause for a few seconds just to allow her to catch her breath slightly .. I then calmly and politely said something along the lines of hey I'm not taking this one personally but would you mind not swearing whilst on the phone to me .. I'm here to help you out rather work against you ..
But in the end she hung up quite upset and frustrated ... mehhh she's lucky I didn't terminate the call on her !!
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