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At the cable company for which I work, if you have multiple services you get a discount. This is important to remember.
So, the SC calls in, is a bit brusque but not in the SC range. YET. He wants to increase the speed of his internet, which I cheerfully tell him will be a total of $X for the increase. He's happy with this, and agrees. At this point, he then tells me that he wants to remove his television services, at which point I the conversation begins to turn
Me: Okay, now with taking off the TV, that means you lose your bundled discount, and so the new price will be $Y.
SC: WHAT?!?! You can't do that! you told me a price and it's going to be that price!!!one11!
Me: I'm sorry sir, but that is the price of the internet as a stand alone product.
SC: Don't you lie to me, you lied to me and I'm not taking that. you told me that the price will be $X and it's GOING to be x!
Me: Again, sir, I'm sorry for the misunderstanding, however
SC: NO! there is no misunderstanding, you're a liar and a bait and switcher! I'm going to pay $X and that's IT!
Me: Sir, if you only pay X then you will incur late fees and after a while your service will be shut off for the unpaid portions.
Now, rinse and repeat this conversation, those words above for 10 minutes solid, the SC working himself into more of a frenzy with each minute. This was late during the evening and so our normal escalations dept wasn't available (Although they'd tell him the same thing)
SC: Now you told me one price and I'm going to get it, you bait and switcher!
Me: Sir with respect, I can not be expected to read your mind and give you answers for something you haven't asked me yet. I gave you a price, and THEN you changed the parameters of the situation.
SC: I don't care!! BAIT AND SWITCHER!!!! blargety!!!
Me: You keep on using that word. I do not think it means what you think it means.
SC : I want a supervisor!
Me: As I explained, sir, none is available, seeing as how this is 10:00 on a Sunday. If you like I can have one call you back.
SC: FINE!!!!eleventyone!!1!!
Guy them slams his phone down.
The best part? An escalations supe called him back, he refused to answer, so they left him a message telling him the prices and that the call had been reviewed and I acted 100% within company policy and proper disclosure and NO he's not going to get a discount for the service rate.
Sometimes they get what they earn, and management DOESN'T bow down to a jackhole asshat! WOO!
So, the SC calls in, is a bit brusque but not in the SC range. YET. He wants to increase the speed of his internet, which I cheerfully tell him will be a total of $X for the increase. He's happy with this, and agrees. At this point, he then tells me that he wants to remove his television services, at which point I the conversation begins to turn
Me: Okay, now with taking off the TV, that means you lose your bundled discount, and so the new price will be $Y.
SC: WHAT?!?! You can't do that! you told me a price and it's going to be that price!!!one11!
Me: I'm sorry sir, but that is the price of the internet as a stand alone product.
SC: Don't you lie to me, you lied to me and I'm not taking that. you told me that the price will be $X and it's GOING to be x!
Me: Again, sir, I'm sorry for the misunderstanding, however
SC: NO! there is no misunderstanding, you're a liar and a bait and switcher! I'm going to pay $X and that's IT!
Me: Sir, if you only pay X then you will incur late fees and after a while your service will be shut off for the unpaid portions.
Now, rinse and repeat this conversation, those words above for 10 minutes solid, the SC working himself into more of a frenzy with each minute. This was late during the evening and so our normal escalations dept wasn't available (Although they'd tell him the same thing)
SC: Now you told me one price and I'm going to get it, you bait and switcher!
Me: Sir with respect, I can not be expected to read your mind and give you answers for something you haven't asked me yet. I gave you a price, and THEN you changed the parameters of the situation.
SC: I don't care!! BAIT AND SWITCHER!!!! blargety!!!
Me: You keep on using that word. I do not think it means what you think it means.
SC : I want a supervisor!
Me: As I explained, sir, none is available, seeing as how this is 10:00 on a Sunday. If you like I can have one call you back.
SC: FINE!!!!eleventyone!!1!!
Guy them slams his phone down.
The best part? An escalations supe called him back, he refused to answer, so they left him a message telling him the prices and that the call had been reviewed and I acted 100% within company policy and proper disclosure and NO he's not going to get a discount for the service rate.
Sometimes they get what they earn, and management DOESN'T bow down to a jackhole asshat! WOO!
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