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Part of my job is dealing with toll free service numbers for places of business. For anyone out there that has wondered, toll free numbers are a very interesting thing, and it's amazing how they work, whether they ring to a customer's direct line, or on one of their internet/voice circuits.
With that said, this is a scenario I dealt with this week. This credit solutions company decided there weeks ago that they wanted all of their toll frees, thirteen in all (lucky number), moved away from our company and onto a new one. Paperwork is required when this happens, which I received three weeks ago. After all was legitimate, I agreed to release these toll frees to the new company. When these are released, they still normally stay on the carrier we have them routed on for at least two weeks, normally out of company courtesy. Then after this amount of time, we go into the routing carrier and disconnect them, because by now, the new company should have them routed to them. However, other companies out there can disconnect in the same day. This is also something we can do, but do not due to again, courtesy, which we do not have to provide after a customer leaves us.
Well, I actually gave it three weeks due to other things I had to get done. I went ahead and disconnected the numbers and within thirty minutes, the customer actually called us, wanting to know why his numbers were not working. It went something like this:
Me: Do you recall sending in legitimate paperwork to move your numbers away from us?
SC: Yes, and AT&T was taking over those numbers.
Me: Yes, sir, which we released over to them three weeks ago. After a certain amount of time, we disconnect them because of enough time passing for the new carrier to activate them on their end.
SC: They aren't supposed to do that until March 11! I'm losing business! (I hate this line because it always works for the SC)
Me: Sir, the paperwork you sent did not indicate that. If we get the paperwork, it is our duty to respond quickly since you wanted the numbers removed from us.
SC: I need those numbers reconnected now. You all should have checked on this first before disconnecting them. (Stop right here. No customer ever likes to be called on this, because if they sent in the paperwork, with their own signature, mind you, then in their mind, this is enough to not warrant a phone call to them).
Me: I'm sorry, but you should be contacting AT&T. These numbers are not ours any longer, and you sent legitimate paperwork that you wanted them released. We also have notes on the account about your questioning of the procedure on how to do this prior.
SC: AT&T can't connect them now. My new circuit won't be ready until March 11.
To end this long story, I actually agreed to reconnect the toll frees after speaking to one of our sales managers. It perturbed me a little, although the bright side of it is we still get to bill this bastard for the usage. However, I also have to follow up with this guy on March 11 to be sure his new circuit gets connected properly. I did tell him though, very sternly, that this is not normal procedure, and that it is not up to his old company to make sure his new company's lines work correctly, not to mention the courtesy we gave him and are still giving to him.
Why should I have to go through all of this with a customer who wants to ditch us? I hate upper management decisions. A customer is always right, even one who decides to teach their old company a lesson by leaving, but then holds them responsible for the aftermath of what their new company is doing.
I wish I could find a job out there that deals with no customers. Anyone know of one?
With that said, this is a scenario I dealt with this week. This credit solutions company decided there weeks ago that they wanted all of their toll frees, thirteen in all (lucky number), moved away from our company and onto a new one. Paperwork is required when this happens, which I received three weeks ago. After all was legitimate, I agreed to release these toll frees to the new company. When these are released, they still normally stay on the carrier we have them routed on for at least two weeks, normally out of company courtesy. Then after this amount of time, we go into the routing carrier and disconnect them, because by now, the new company should have them routed to them. However, other companies out there can disconnect in the same day. This is also something we can do, but do not due to again, courtesy, which we do not have to provide after a customer leaves us.
Well, I actually gave it three weeks due to other things I had to get done. I went ahead and disconnected the numbers and within thirty minutes, the customer actually called us, wanting to know why his numbers were not working. It went something like this:
Me: Do you recall sending in legitimate paperwork to move your numbers away from us?
SC: Yes, and AT&T was taking over those numbers.
Me: Yes, sir, which we released over to them three weeks ago. After a certain amount of time, we disconnect them because of enough time passing for the new carrier to activate them on their end.
SC: They aren't supposed to do that until March 11! I'm losing business! (I hate this line because it always works for the SC)
Me: Sir, the paperwork you sent did not indicate that. If we get the paperwork, it is our duty to respond quickly since you wanted the numbers removed from us.
SC: I need those numbers reconnected now. You all should have checked on this first before disconnecting them. (Stop right here. No customer ever likes to be called on this, because if they sent in the paperwork, with their own signature, mind you, then in their mind, this is enough to not warrant a phone call to them).
Me: I'm sorry, but you should be contacting AT&T. These numbers are not ours any longer, and you sent legitimate paperwork that you wanted them released. We also have notes on the account about your questioning of the procedure on how to do this prior.
SC: AT&T can't connect them now. My new circuit won't be ready until March 11.
To end this long story, I actually agreed to reconnect the toll frees after speaking to one of our sales managers. It perturbed me a little, although the bright side of it is we still get to bill this bastard for the usage. However, I also have to follow up with this guy on March 11 to be sure his new circuit gets connected properly. I did tell him though, very sternly, that this is not normal procedure, and that it is not up to his old company to make sure his new company's lines work correctly, not to mention the courtesy we gave him and are still giving to him.
Why should I have to go through all of this with a customer who wants to ditch us? I hate upper management decisions. A customer is always right, even one who decides to teach their old company a lesson by leaving, but then holds them responsible for the aftermath of what their new company is doing.
I wish I could find a job out there that deals with no customers. Anyone know of one?
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