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So, as some may have seen in my thread in Bragging Base, I've recently been promoted to supervisor at a call center for "Can you hear me now?". It's been interesting. One of the things that I had done prior to being fully promoted (and only because I was pretty reasonable but also firm on things and my OM trusted in me) is the dreaded sup call.
Since I've been promoted, I get to take more of those. Oh joy! Most customers that "sup" on an agent are your typical entitlement whores. Occasionally thick skulls that don't want to know what happened, they just want you to fix what they screwed up. But this next call was something that I had never expected to take...
Customer had immediately escalated to a supervisor. Her boyfriend had gone and upgraded her line due to her breaking her phone. She decided she didn't want that, so they returned the device. During the return, the store she was at somehow managed to refund roughly $150 dollars over what they had originally been charged. How that happened I have no idea. Store reps can be the bane of my existence (but that's a thread for CoC).
When the billing department and treasury team got a hint of this, they obviously realized "This customer got money she never paid us as a refund. That ain't right!" and put the amount onto the account's next bill. The customer states that over the next few weeks called in multiple times to try and figure out what was going on. Finally a ticket was filed to see what the deal was.
Now surely in this time, the customer would have realized "Hey, how'd we get $150 richer?" Not this special snowflake. It was too confusing how the debits and credits appeared. Plus they don't keep track of every dollar. Fiscal responsibility, ya know, if it's not good enough for my government, why would it be good enough for me? So they've spent the $150.
This customer was calling today, because she expected us to credit her "around $20" because she was taken surprise by this. Yeah that's right. We gave her $150 of money that she had no right to, and it's an inconvenience for her to have to pay that back.
I'll let that sink in....
Needless to say, since I hate spinelessness as well as EW's, the customer was not extremely happy and plans to switch carriers. And to be perfectly honest, that's a type of customer that I'd wave goodbye to with a smile.
Since I've been promoted, I get to take more of those. Oh joy! Most customers that "sup" on an agent are your typical entitlement whores. Occasionally thick skulls that don't want to know what happened, they just want you to fix what they screwed up. But this next call was something that I had never expected to take...
Customer had immediately escalated to a supervisor. Her boyfriend had gone and upgraded her line due to her breaking her phone. She decided she didn't want that, so they returned the device. During the return, the store she was at somehow managed to refund roughly $150 dollars over what they had originally been charged. How that happened I have no idea. Store reps can be the bane of my existence (but that's a thread for CoC).
When the billing department and treasury team got a hint of this, they obviously realized "This customer got money she never paid us as a refund. That ain't right!" and put the amount onto the account's next bill. The customer states that over the next few weeks called in multiple times to try and figure out what was going on. Finally a ticket was filed to see what the deal was.
Now surely in this time, the customer would have realized "Hey, how'd we get $150 richer?" Not this special snowflake. It was too confusing how the debits and credits appeared. Plus they don't keep track of every dollar. Fiscal responsibility, ya know, if it's not good enough for my government, why would it be good enough for me? So they've spent the $150.
This customer was calling today, because she expected us to credit her "around $20" because she was taken surprise by this. Yeah that's right. We gave her $150 of money that she had no right to, and it's an inconvenience for her to have to pay that back.
I'll let that sink in....
Needless to say, since I hate spinelessness as well as EW's, the customer was not extremely happy and plans to switch carriers. And to be perfectly honest, that's a type of customer that I'd wave goodbye to with a smile.
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