Quoth Captain Trips
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example-
Step 1: customer calls csr with a billing issue say they're getting billed for voicemail they didn't order-rep fills out research form and gives it to me, with the number the customer wants us to call them at.
STEP 2:I look in the account notes account history, and see that it was put on as a free trial, and the customer never cancelled it. I fix the issue and give credit where applicable.
STEP 3: Call the customer and let them know the issue has been resolved, X.xx in credit has been issued, your new bill total is YY.yy
if customer has call block I cannot complete step 3-customer calls back angry that we did not call them back(we cannot unblock the number due to the confidentialty clause in the contract with company x, They do not want it known that the customer service department is actually a different company<the caller ID would show Company Q outsourcing>, well actually there are 20 centers run by 5 different companies-company x does not have any of it's own employees in customer service-it's all outsourced)
Does that help?
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