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Today I went back to work for the morning, and I had the following happen.
A customer phoned for a simple change on his account.I started to look through his details.
I realised something wasn't right on this customer's account, he had all kinds of ridiculous charges (eg £60 for parts which WE supply free of charge usually).I asked him if he would mind me taking a while to see what was going on with his payments, he was really cool and said ok, so I phoned a colleague who deals with the payments and was told no, those should not be charged to the customer.Back and forth I went with various payment details, none of which should have been charged to him!
I then went back to the customer and explained that I would need to ask him various questions, what he had been told, if he had any receipts or account documents from us, he answered all my questions patiently and properly.
At the end I discovered that over the course of a few months he had quite innocently paid us about £300 he had not needed to!
I think this is an internal scam, as that money can't go to the company because we don't charge those items! I have made management aware of it.
As for the customer he said perfectly politely that he had thought something was wrong but hadn't liked to makea fuss about it, asked me who he should write to in order to get matters put right, and thanked me for helping.
No screaming, no swearing, no getting impatient. In a phone call which took about an hour and a quarter. Awesome!
If he had started getting ALL SC on me I don't think I would have been able to help as much as I did, I really had to concentrate on what I was seeing and where the invoices would match..and then match his replies to the system data.
A customer phoned for a simple change on his account.I started to look through his details.
I realised something wasn't right on this customer's account, he had all kinds of ridiculous charges (eg £60 for parts which WE supply free of charge usually).I asked him if he would mind me taking a while to see what was going on with his payments, he was really cool and said ok, so I phoned a colleague who deals with the payments and was told no, those should not be charged to the customer.Back and forth I went with various payment details, none of which should have been charged to him!
I then went back to the customer and explained that I would need to ask him various questions, what he had been told, if he had any receipts or account documents from us, he answered all my questions patiently and properly.
At the end I discovered that over the course of a few months he had quite innocently paid us about £300 he had not needed to!
I think this is an internal scam, as that money can't go to the company because we don't charge those items! I have made management aware of it.As for the customer he said perfectly politely that he had thought something was wrong but hadn't liked to makea fuss about it, asked me who he should write to in order to get matters put right, and thanked me for helping.
No screaming, no swearing, no getting impatient. In a phone call which took about an hour and a quarter. Awesome!
If he had started getting ALL SC on me I don't think I would have been able to help as much as I did, I really had to concentrate on what I was seeing and where the invoices would match..and then match his replies to the system data.
An hour on line when it should have been about 20 minutes to drop off the scrip 
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