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As I've explained before, we make monetary authorisations in cases where customers have had no service, the wrong service, or other service related problem.They take it up with one of our local offices who try to sort out the problem, if they can't sort it out, or if it takes a long time, they are entitled to phone the call centre and we will authorise a payment to cover the inconvenience.
Quite simple, right?
Not with sucky customers.
The problem is, I think, that once a customer has been directed to us once, he thinks that he can scam money out of us by not going via the local office in the first place, or else he says to friends and family, "call this number and see if they'll give you money"
me - "hello, greeting"
customer who lives in twilight zone - my walls have mould growing on them
me - sorry I don't think you have the right number
customer - it IS the right number and I want money now because I had to throw away the mattresses because of the mould
me (trying to get a grip on the situation) ok, well that might be why you need money but why would you be entitled to money? have you had a problem with service? are you even one of our customers? (looking on system, cannot find customer's details) ?
customer - you gave mr xyz some money!!!!!!!!!
me - Mr xyz is probably one of our customers who had a problem with our service
customer - you're saying you think my children should sleep on the floor?
me (?) no i'm saying you are not one of our customers and not entitled to our monetary pay services
customer - it's not up to you to decide who gets money and who doesn't!You're just a call centre agent!!!!
me (?) sorry you are not entitled and i am ending this call
customer - you want my children to die!!!!
*click*
Quite simple, right?
Not with sucky customers.
The problem is, I think, that once a customer has been directed to us once, he thinks that he can scam money out of us by not going via the local office in the first place, or else he says to friends and family, "call this number and see if they'll give you money"
me - "hello, greeting"
customer who lives in twilight zone - my walls have mould growing on them
me - sorry I don't think you have the right number
customer - it IS the right number and I want money now because I had to throw away the mattresses because of the mould
me (trying to get a grip on the situation) ok, well that might be why you need money but why would you be entitled to money? have you had a problem with service? are you even one of our customers? (looking on system, cannot find customer's details) ?
customer - you gave mr xyz some money!!!!!!!!!
me - Mr xyz is probably one of our customers who had a problem with our service
customer - you're saying you think my children should sleep on the floor?
me (?) no i'm saying you are not one of our customers and not entitled to our monetary pay services
customer - it's not up to you to decide who gets money and who doesn't!You're just a call centre agent!!!!
me (?) sorry you are not entitled and i am ending this call
customer - you want my children to die!!!!
*click*
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