Tweet
Few what the crap moments from a few years ago.
BG: The way it works when we create an account and enter in a cc # is basically name and address, billing if different and phone #. We are not to accept initials, c/o addresses, and are strongly discouraged from doing two people on the same account. We aren't supposed to ask if the card is in the persons name, but we aren't told not to either, and the cc # can only be on one account in the system at any time. Only the customer can order on account, no wives, kids, fiancee, etc. End BG
So I got a call from a woman wanting to cancel an order. I pull the account up and quickly see that she can't be John Doe. So I ask her name and she says Jane Adams. I inform her that she needs to verify all the info on John's account and her relationship to John. So she tells me the name again, address, and telephone # and then says that she is his fiancee. I apologize and say that as she is not yet married to him and she isn't on the account that I can't cancel the order. John would need to call by midnight and he can cancel and he can request she be added to the account (only time we ever offer it is times like this or only one cc # shared by both spouses, etc). She goes off on me that she is one the place the order and he can't cancel it (um...why not?), and I better cancel it right now. Mean while I am noting his account about it and again stated that I can't. She wants customer service (I am in sales) and off she went with me smiling knowing that she will not get her way with the note on the account.
2nd time was when a this called in the convert her order from check to cc. (small BG, my job used to take checks, customers called it check hold, but it didn't ever hold the item or any guarantee installment options for payment, only the total price). So I pull her account up, verify her info and the order. Then she says, this for my daughter, and she is paying for it. I cut her off and tell her that since it is her daughters card I can't place it on her account. Her daughter would have to call and place the order. I also informed her that the offer is still good, so she won't miss out on the offer if she orders today. Instead of understanding, she morphs into a full on SC. Rants and raves about not taking her money (it isn't yours) and wants me to lodge a complaint. So I pull the screen up and then ask her that she wants me write that she is upset that *the company* won't allow customers to pay with cards not issued to them. She says yes and I enter it in the system. I remind her that her daughter can order it today at the same price and hung up. I had laugh that she was admitting to fraud over the phone and allowing me to report it further.
The last one I have tonight was the only one that made me sick to my stomach. So the account pops up and again it isn't the customer. The women on the phone informs that the account holder is her father. I tell her I need to speak with her dad to place the order. She gets him and he must have dementia or something he can't hold a conversation, she is telling him what to say and the order is at least $200. Thankfully I get a pop up that customer service needs to verify the address and send them off praying that customer service refuses the order.
BG: The way it works when we create an account and enter in a cc # is basically name and address, billing if different and phone #. We are not to accept initials, c/o addresses, and are strongly discouraged from doing two people on the same account. We aren't supposed to ask if the card is in the persons name, but we aren't told not to either, and the cc # can only be on one account in the system at any time. Only the customer can order on account, no wives, kids, fiancee, etc. End BG
So I got a call from a woman wanting to cancel an order. I pull the account up and quickly see that she can't be John Doe. So I ask her name and she says Jane Adams. I inform her that she needs to verify all the info on John's account and her relationship to John. So she tells me the name again, address, and telephone # and then says that she is his fiancee. I apologize and say that as she is not yet married to him and she isn't on the account that I can't cancel the order. John would need to call by midnight and he can cancel and he can request she be added to the account (only time we ever offer it is times like this or only one cc # shared by both spouses, etc). She goes off on me that she is one the place the order and he can't cancel it (um...why not?), and I better cancel it right now. Mean while I am noting his account about it and again stated that I can't. She wants customer service (I am in sales) and off she went with me smiling knowing that she will not get her way with the note on the account.
2nd time was when a this called in the convert her order from check to cc. (small BG, my job used to take checks, customers called it check hold, but it didn't ever hold the item or any guarantee installment options for payment, only the total price). So I pull her account up, verify her info and the order. Then she says, this for my daughter, and she is paying for it. I cut her off and tell her that since it is her daughters card I can't place it on her account. Her daughter would have to call and place the order. I also informed her that the offer is still good, so she won't miss out on the offer if she orders today. Instead of understanding, she morphs into a full on SC. Rants and raves about not taking her money (it isn't yours) and wants me to lodge a complaint. So I pull the screen up and then ask her that she wants me write that she is upset that *the company* won't allow customers to pay with cards not issued to them. She says yes and I enter it in the system. I remind her that her daughter can order it today at the same price and hung up. I had laugh that she was admitting to fraud over the phone and allowing me to report it further.
The last one I have tonight was the only one that made me sick to my stomach. So the account pops up and again it isn't the customer. The women on the phone informs that the account holder is her father. I tell her I need to speak with her dad to place the order. She gets him and he must have dementia or something he can't hold a conversation, she is telling him what to say and the order is at least $200. Thankfully I get a pop up that customer service needs to verify the address and send them off praying that customer service refuses the order.
Comment