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Working in technical support for the internet, we deal with all kinds of customers. Much of the time, people can be pleasant enough, but other times, customers can be so rude and unreasonable it's not funny.
Take people for instance who are in a hurry when they call in, and later on, when they get their phone bill or internet bill, they'll call raising hell about how they were "never told they would be billed for that!" In our e-mail cache, I dealt with a woman who was griping about her $40 connection charge on her phone, and how nobody told her about this charge. But, upon reading the notes, the rep that took her order noted in great detail how this customer was not interested in disclosure statements, telling her to "hurry up" because she was "in a big hurry" and "did not have time to hear about that." When she e-mailed our department, her beef was that she was not being treated equally as a customer because she had to pay this charge. My pleasant reply was that we actually were treating her equally, being all customers are charged a connection fee when they move their service or install a new one. I further advised her that unequal treatment would be if some customers were charged and others were not. Now, she has had her phone disconnected for non payment because she has decided upon herself to pay her bill and just deduct this $40 for it, even after supervisors have all told her "no" to it. I was able to offer a $20 credit, but of course, this was not acceptble, because again, "nobody told me I would be charged for that."
Then, we have the lady who moved her internet business somewhere else, but refuses to fax in her request, which is a requirement my company has on all business accounts. We have called her three times to get her to do this, and every time, it's "I don't have time for this, so you need to call me later on." Two of those calls were mine, and I told her that we did not need to call her back later on being we already have provided her with the information she needs to get her account disconnected. As of now, she is paying two companies for internet service, and the arguments have been quite heated due to her non cooperation.
If you don't have time to listen to this, why are you calling? Is it a ploy to get out of charges you already know you will be billed?
Take people for instance who are in a hurry when they call in, and later on, when they get their phone bill or internet bill, they'll call raising hell about how they were "never told they would be billed for that!" In our e-mail cache, I dealt with a woman who was griping about her $40 connection charge on her phone, and how nobody told her about this charge. But, upon reading the notes, the rep that took her order noted in great detail how this customer was not interested in disclosure statements, telling her to "hurry up" because she was "in a big hurry" and "did not have time to hear about that." When she e-mailed our department, her beef was that she was not being treated equally as a customer because she had to pay this charge. My pleasant reply was that we actually were treating her equally, being all customers are charged a connection fee when they move their service or install a new one. I further advised her that unequal treatment would be if some customers were charged and others were not. Now, she has had her phone disconnected for non payment because she has decided upon herself to pay her bill and just deduct this $40 for it, even after supervisors have all told her "no" to it. I was able to offer a $20 credit, but of course, this was not acceptble, because again, "nobody told me I would be charged for that."
Then, we have the lady who moved her internet business somewhere else, but refuses to fax in her request, which is a requirement my company has on all business accounts. We have called her three times to get her to do this, and every time, it's "I don't have time for this, so you need to call me later on." Two of those calls were mine, and I told her that we did not need to call her back later on being we already have provided her with the information she needs to get her account disconnected. As of now, she is paying two companies for internet service, and the arguments have been quite heated due to her non cooperation.
If you don't have time to listen to this, why are you calling? Is it a ploy to get out of charges you already know you will be billed?
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