Tweet
I don't know if this man was confused, honestly couldn't hear me or was just dumb. He didn't sound dumb but he did have that somewhat spacy, computer geek voice (no offense intended,just can't think of another term).
He called because he haf set up service for his summer home in Illinois and then realized we are the same company he uses in AZ during the winter (the regional brand names are different so its not unusual that he didn't know). He wanted to know whether we'd waive the startup costs since he already had service. We don't have setup costs but I explained we could merge his two accounts; however his bill wouldn't really decrease because he had ordered water that we actually distribute rather than bottle that comes from AK in glass bottles and the pricr is nearly 20 dollars per 5 gallon and we have no wiggle room. But he tells me he is being charged more money because he has requested a month to month service vs. a contract. Again we really don't do that unless the sales rep was just pushing for a contract but I checked and nope, his charges were normal. So I ask him:
"Sir, what charges were you told were more for a month to month account rather than a contract?
Customer: month to month instead of a contract.
Me: yes, I understand that is your agreement but specifically what charges are you referring to that are higher because your account is month to month?
Customer: month to month instead of a contract.
Me:...yes, that is your contract and I understand you're saying that you were charged more because you're in a month to month agreement instead of a contract. What charges are you referring to specifically?
Customer: month to month instead of a contract.
Um....he never said anything else. Then he tells me I should call him back later when I have the information he needs. I advises him Id be happy to but I wasn't sure what information I needed to get. His response?
Guess.
He called because he haf set up service for his summer home in Illinois and then realized we are the same company he uses in AZ during the winter (the regional brand names are different so its not unusual that he didn't know). He wanted to know whether we'd waive the startup costs since he already had service. We don't have setup costs but I explained we could merge his two accounts; however his bill wouldn't really decrease because he had ordered water that we actually distribute rather than bottle that comes from AK in glass bottles and the pricr is nearly 20 dollars per 5 gallon and we have no wiggle room. But he tells me he is being charged more money because he has requested a month to month service vs. a contract. Again we really don't do that unless the sales rep was just pushing for a contract but I checked and nope, his charges were normal. So I ask him:
"Sir, what charges were you told were more for a month to month account rather than a contract?
Customer: month to month instead of a contract.
Me: yes, I understand that is your agreement but specifically what charges are you referring to that are higher because your account is month to month?
Customer: month to month instead of a contract.
Me:...yes, that is your contract and I understand you're saying that you were charged more because you're in a month to month agreement instead of a contract. What charges are you referring to specifically?
Customer: month to month instead of a contract.
Um....he never said anything else. Then he tells me I should call him back later when I have the information he needs. I advises him Id be happy to but I wasn't sure what information I needed to get. His response?
Guess.
Comment