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b/g call center billing rep for multi-services (hi baileysinmycoffee!
)
Customer calls in, seems a previous rep made a mistake with his services. No problem - I can see where it happened, and the chain of events on the account match up with what customer is saying. Explain to customer, apologize, fix it up, and issue a credit. And here is where it all goes bad...
Me: OK sir, its all fixed and the credit is applied. Now as your billing date was yesterday, you won't see the change and the credit until your April invoice...
SC :WHAT!!!???? NO, THAT'S NOT RIGHT!! I DEMAND THAT YOU FIX IT RIGHT NOW!! BLAH BLAH ARGLEBLARGLE (insert random, varied and numerous expletives)
Me: I'm sorry, sir, but this is how our system is set up, and I cannot change it. However, everything is fixed up......
SC: *Repeat above*
And again and again... for another 15 minutes (I wish we could hang up on customers!) Then...
SC: And how would you feel if the electric company made a mistake and when you called them on it, said it couldn't be fixed for two months? I want an answer - how would YOU feel!??
ME: (did he really ask for my opinion? He did! Woohoo!
) Well, since you asked sir, I would be annoyed, but I would accept it as I would understand that the representative had done the best they could do with the tools that they had.
*crickets chirping*
SC: Ummm....yeah....well thanks for your help, and I'm sorry for being such an a**hole. *click*
Cubicle victory dance!
)Customer calls in, seems a previous rep made a mistake with his services. No problem - I can see where it happened, and the chain of events on the account match up with what customer is saying. Explain to customer, apologize, fix it up, and issue a credit. And here is where it all goes bad...
Me: OK sir, its all fixed and the credit is applied. Now as your billing date was yesterday, you won't see the change and the credit until your April invoice...
SC :WHAT!!!???? NO, THAT'S NOT RIGHT!! I DEMAND THAT YOU FIX IT RIGHT NOW!! BLAH BLAH ARGLEBLARGLE (insert random, varied and numerous expletives)
Me: I'm sorry, sir, but this is how our system is set up, and I cannot change it. However, everything is fixed up......
SC: *Repeat above*
And again and again... for another 15 minutes (I wish we could hang up on customers!) Then...
SC: And how would you feel if the electric company made a mistake and when you called them on it, said it couldn't be fixed for two months? I want an answer - how would YOU feel!??
ME: (did he really ask for my opinion? He did! Woohoo!
) Well, since you asked sir, I would be annoyed, but I would accept it as I would understand that the representative had done the best they could do with the tools that they had.*crickets chirping*
SC: Ummm....yeah....well thanks for your help, and I'm sorry for being such an a**hole. *click*
Cubicle victory dance!
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