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I sell telecom services. You have new connects, change orders, record orders, transfer of services, shopping calls (where people keep you on the phone for an hour asking prices of each individual product and service, and then every imaginable combination of your products and services) AND billing inquiries. Sometimes the system gets screwed up, and mistakes happen and your bill gets screwed up. In this case, I'll gladly credit your account. However, you will not get credited for taxes, or pay per use features that you did use that charge.
3 Stories here. Will keep them relatively short and sweet.
A guy calls in. Upset about an extra charge on his bill. I bring his bill up on my screen. It's the federal access charge. (This isn't a new thing) He has had service for quite some time, and apparently never noticed the Federal Access Charge. I explain to him what it is and why it's there. Then it's on to the 911 access fee, the federal universal service fund, and so on and so forth. This was an hour of my life I can never get back lol.
A woman calls in. She's upset about a $0.75 charge on her bill. She says to me: "Well I mean it isn't a big charge, but I want to know why it's there and I want it removed." .... So I look at her bill. There was a pay per use Continuous Redial charge on there. For those not in the know, continuious redial is when you call a busy number and the automated voice says "For a $0.75 charge, press 3 and we will continue to redial this number until the line is available and you will be called back" Or something of the like...
CS: "It never told me it costs anything"
Me: "It prompts you every time. It tells you how much it costs and it prompts you to press a button to activate the CR."
CS: "It never did."
Me: "It always does, and it was used from your phone, therefore I can't issue a credit.. (I could've but she wasn't exactly being nice about it)
CS: "Well I just don't see the big deal of a $0.75 charge.. I really don't see what the big deal is"
You called in and waited on hold. You took the time out of your day to call in, sit on hold, etc. And I'm making the big deal out of it. Gotta love em.
A woman calls in. She cuts me off during my greeting... "Thank you for call..."
"I don't want to hear any of that. I was told my long distance would be $25 a month and it's $27.52"
Don't you just hate taxes?
Funny Moment: I was on a conference call with DSL tech support. I like to listen in to calls because A) It keeps my average from going down, being on a call longer. and B) In my monotonous, boring day behind the desk, it provides entertainment listening to the SCs going off on the other departments after they've laid into me.
So the funny thing is: (I think it's funny anyways)
DSL Tech: "I'm not trying to sell you anything or anything, but did you know you have a higher internet speed available for only $10 a more a month?"
3 Stories here. Will keep them relatively short and sweet.
A guy calls in. Upset about an extra charge on his bill. I bring his bill up on my screen. It's the federal access charge. (This isn't a new thing) He has had service for quite some time, and apparently never noticed the Federal Access Charge. I explain to him what it is and why it's there. Then it's on to the 911 access fee, the federal universal service fund, and so on and so forth. This was an hour of my life I can never get back lol.
A woman calls in. She's upset about a $0.75 charge on her bill. She says to me: "Well I mean it isn't a big charge, but I want to know why it's there and I want it removed." .... So I look at her bill. There was a pay per use Continuous Redial charge on there. For those not in the know, continuious redial is when you call a busy number and the automated voice says "For a $0.75 charge, press 3 and we will continue to redial this number until the line is available and you will be called back" Or something of the like...
CS: "It never told me it costs anything"
Me: "It prompts you every time. It tells you how much it costs and it prompts you to press a button to activate the CR."
CS: "It never did."
Me: "It always does, and it was used from your phone, therefore I can't issue a credit.. (I could've but she wasn't exactly being nice about it)
CS: "Well I just don't see the big deal of a $0.75 charge.. I really don't see what the big deal is"
You called in and waited on hold. You took the time out of your day to call in, sit on hold, etc. And I'm making the big deal out of it. Gotta love em.A woman calls in. She cuts me off during my greeting... "Thank you for call..."
"I don't want to hear any of that. I was told my long distance would be $25 a month and it's $27.52"
Don't you just hate taxes?
Funny Moment: I was on a conference call with DSL tech support. I like to listen in to calls because A) It keeps my average from going down, being on a call longer. and B) In my monotonous, boring day behind the desk, it provides entertainment listening to the SCs going off on the other departments after they've laid into me.
So the funny thing is: (I think it's funny anyways)
DSL Tech: "I'm not trying to sell you anything or anything, but did you know you have a higher internet speed available for only $10 a more a month?"
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