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Hey all! I'm new to posting here. After finding this site about a week ago I have been reading along and thought I would share a few of my own from the last week.
Background: I work in a call center for a major cell phone provider. I ask people who are past due to pay their bill or help them set up payment arrangments if they can't. Mind you we do this in the friendliest, most polite and most respectful way possible. In no way are we hardcore collections, if anything were the opposite, while still asking for a payment for service that was already used over a month ago.
These first 2 have to do with people who had recently done a phone upgrade. Neither one was done out of necessity, or done to replace a broken phone that didn't have insurance in other words...
Huh?
So after explaining to this woman that her bill was higher than normal due to her phone upgrade, she snaps into the phone:
" 'Scuse me! I can't afford all that!! *In the snottiest tone possible* Last time I checked this was a recession! "
Well if the recession has affected you so much....why the hell did you order a phone?!! Oh, and this was just her first installment she was so upset over, she was not even charged for the whole phone at once or anything.
Because a new phone is far cooler than a place to live...
As I was explaining a bill to a deaf customer via the relay operator, I had told her the bill was higher due to her phone upgrade, at which point she said..
"I can't afford that.....I'm homeless."
...and it was at that point my brain exploded.
Obviously I feel bad for her being she is in such a bad spot, but if you're homeless why in the world would you spend money getting a fancy new cellular device?! Not really a suck customer, just a mind blowing one.
Screaming helps...not
The third call was from a woman who hadn't made a payment at all in 2 months.
I gave my standard greeting which includes telling them the balance and that I can take a payment free of charge.
Me =
SL = Screaming Lady
Me: (Intro)
SL: WHAT THE F!%# FOR?!!!!
Me: At this point I need you stop screaming and using the foul language in order for me to continue assisting you. Now, it seems there are past due ammounts from the June 1st and July 1st due dates. I can accept payment free of charge to clear that up.
SL: WHY IS IT SO HIGH?! I WAS SUPPOSED TO HAVE ADJUSTMENTS! (Her bill was $90.19 total for the 2 months, already adjusted from $191)
Me: Yes ma'am your account was adjusted, this is the ammount left for the 2 months after the adjustments. As it stands now you only have about $45 left from each bill due, which is actually less than your normal monthly bill of $50.XX before tax.
SL: I JUST DON'T UNDERSTAND WHY YOU PEOPLE CHARGE ME SO MUCH!! I'M JUST GOING DOWN TO THE STORE TO CANCEL!!
*click*
Ummm...ok?
Background: I work in a call center for a major cell phone provider. I ask people who are past due to pay their bill or help them set up payment arrangments if they can't. Mind you we do this in the friendliest, most polite and most respectful way possible. In no way are we hardcore collections, if anything were the opposite, while still asking for a payment for service that was already used over a month ago.
These first 2 have to do with people who had recently done a phone upgrade. Neither one was done out of necessity, or done to replace a broken phone that didn't have insurance in other words...
Huh?
So after explaining to this woman that her bill was higher than normal due to her phone upgrade, she snaps into the phone:
" 'Scuse me! I can't afford all that!! *In the snottiest tone possible* Last time I checked this was a recession! "
Well if the recession has affected you so much....why the hell did you order a phone?!! Oh, and this was just her first installment she was so upset over, she was not even charged for the whole phone at once or anything.
Because a new phone is far cooler than a place to live...
As I was explaining a bill to a deaf customer via the relay operator, I had told her the bill was higher due to her phone upgrade, at which point she said..
"I can't afford that.....I'm homeless."
...and it was at that point my brain exploded.
Obviously I feel bad for her being she is in such a bad spot, but if you're homeless why in the world would you spend money getting a fancy new cellular device?! Not really a suck customer, just a mind blowing one.
Screaming helps...not
The third call was from a woman who hadn't made a payment at all in 2 months.
I gave my standard greeting which includes telling them the balance and that I can take a payment free of charge.
Me =
SL = Screaming Lady
Me: (Intro)
SL: WHAT THE F!%# FOR?!!!!
Me: At this point I need you stop screaming and using the foul language in order for me to continue assisting you. Now, it seems there are past due ammounts from the June 1st and July 1st due dates. I can accept payment free of charge to clear that up.
SL: WHY IS IT SO HIGH?! I WAS SUPPOSED TO HAVE ADJUSTMENTS! (Her bill was $90.19 total for the 2 months, already adjusted from $191)
Me: Yes ma'am your account was adjusted, this is the ammount left for the 2 months after the adjustments. As it stands now you only have about $45 left from each bill due, which is actually less than your normal monthly bill of $50.XX before tax.
SL: I JUST DON'T UNDERSTAND WHY YOU PEOPLE CHARGE ME SO MUCH!! I'M JUST GOING DOWN TO THE STORE TO CANCEL!!
*click*
Ummm...ok?
He is my Black Dragon (and yes, a good one) strong, protective, the guardian. I am his Silver Dragon, always by his side, shining for him, cherishing him.
to 
! The brain bleach is in the corner, and someone should be along with cookies and bacon shortly.
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