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A couple of days ago, just as I was getting settled in, I received a call from a customer regarding their invoice. It started off as pleasant enough, but then took a dark turn when I told this lady what she did not wish to hear.
GS: (Me)
SC: (You know who)
GS: Good morning, customer service, how may I help you?
SC: Hello, and good morning to you. I would like to discuss a bill I received. It says we were billed for eight hours on a conference call when we only were on it for four.
GS: Sure, no problem. Well, I can see what you mean, but we billed for eight hours due to......
SC: (cutting me off and now turning hostile) It was for four hours, not eight! We know what we should be billed for!
GS: I understand that. However, what I need to tell you is that it is eight because two people dialed in to the conference, per our records.
SC: It was only four hours! We don't care how many people were on it.
GS: I'm sorry, but if more than one person dials in.....
SC: We're only going to pay for four! You all are trying to get rich on us!
GS: I can assure you we're not doing that. And, I also see from the notes that we have discussed this before about two months ago.
SC: (Silence, and you can almost hear crickets chirping)
GS: Is there anything else I can assist you with, SC?
SC: No! We were on for four hours!
GS: You are correct, but two people dialed in, making it eight, for one invoice.
SC: Fine! Thank you! (and hangs up)
The notes did explain it all, as yes, they showed that she has had this explained to her many times before, which I think is why she did a 180 on her attitude with me, turning from Dr. Jekyll to Mrs. Hyde in one shot. I had never spoken to her before, and my belief was she was gambling that I would not catch on to this, or know about our billing system.
Funny thing is, the bill normally gets paid within a week of her pleasant turned hostile phone calls.
GS: (Me)
SC: (You know who)
GS: Good morning, customer service, how may I help you?
SC: Hello, and good morning to you. I would like to discuss a bill I received. It says we were billed for eight hours on a conference call when we only were on it for four.
GS: Sure, no problem. Well, I can see what you mean, but we billed for eight hours due to......
SC: (cutting me off and now turning hostile) It was for four hours, not eight! We know what we should be billed for!
GS: I understand that. However, what I need to tell you is that it is eight because two people dialed in to the conference, per our records.
SC: It was only four hours! We don't care how many people were on it.
GS: I'm sorry, but if more than one person dials in.....
SC: We're only going to pay for four! You all are trying to get rich on us!
GS: I can assure you we're not doing that. And, I also see from the notes that we have discussed this before about two months ago.
SC: (Silence, and you can almost hear crickets chirping)
GS: Is there anything else I can assist you with, SC?
SC: No! We were on for four hours!
GS: You are correct, but two people dialed in, making it eight, for one invoice.
SC: Fine! Thank you! (and hangs up)
The notes did explain it all, as yes, they showed that she has had this explained to her many times before, which I think is why she did a 180 on her attitude with me, turning from Dr. Jekyll to Mrs. Hyde in one shot. I had never spoken to her before, and my belief was she was gambling that I would not catch on to this, or know about our billing system.
Funny thing is, the bill normally gets paid within a week of her pleasant turned hostile phone calls.
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