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One of those life lessons to the SC
Although in this it would be SCM for Sucky Customers Mom
BG: I was in a department that handlled escalated calls that needed to go to a supervisor. Although not officially a supe myself, I was authorized to identify myself as one and actually had a good amount of leeway to get matters handled.
And it when something like this....
Me: This is Redbeard, I'm told that you need a supervisor?
SCM: Yes, this is regards to the account of SC, I'm her mother and listed on the account.
Me: Yes, I see you there ma'am, I'm showing that the account was set up in June with a 2 year contract and then cancelled in September.
SCM: She was charged some sort of fee for cancelling her service, she was not aware that she was in a contract so you need to waive the fee.
I agree to review the call and call her back to see if that was the case.
As I'm listening, lo and behold! she was given full disclosure on the contract, the services and the cancellation fee. So, I call back SCM and explain this, as well as explaining where we have the verbal acceptance of the contract both with the agent that set it up and through an automated acceptance line.
SCM: I don't care. She's only 19 so refund the charges.
Me:
I'm sorry ma'am but the fees and penalties were clearly explaned..
SCM (Cuting me off): I.DON'T.CARE. she's only 19, she's far too young to understand these things!
Me: Sorry to hear that you din't think that sh'e able to understand contracts, but she agreed to one, she knew the penalties. It will be paid or the account will go to collections and her credit will be reflected negatively. Anything else I can help you with today?
SCM:
fine! I'm telling all of my friends and family about you!
Me: Be sure to tell them that we honor our contracts. Have a nice day.
I checked the account a bit later. Oddly enough, it was paid in full
Although in this it would be SCM for Sucky Customers Mom
BG: I was in a department that handlled escalated calls that needed to go to a supervisor. Although not officially a supe myself, I was authorized to identify myself as one and actually had a good amount of leeway to get matters handled.
And it when something like this....
Me: This is Redbeard, I'm told that you need a supervisor?
SCM: Yes, this is regards to the account of SC, I'm her mother and listed on the account.
Me: Yes, I see you there ma'am, I'm showing that the account was set up in June with a 2 year contract and then cancelled in September.
SCM: She was charged some sort of fee for cancelling her service, she was not aware that she was in a contract so you need to waive the fee.
I agree to review the call and call her back to see if that was the case.
As I'm listening, lo and behold! she was given full disclosure on the contract, the services and the cancellation fee. So, I call back SCM and explain this, as well as explaining where we have the verbal acceptance of the contract both with the agent that set it up and through an automated acceptance line.
SCM: I don't care. She's only 19 so refund the charges.
Me:
I'm sorry ma'am but the fees and penalties were clearly explaned..SCM (Cuting me off): I.DON'T.CARE. she's only 19, she's far too young to understand these things!
Me: Sorry to hear that you din't think that sh'e able to understand contracts, but she agreed to one, she knew the penalties. It will be paid or the account will go to collections and her credit will be reflected negatively. Anything else I can help you with today?
SCM:
fine! I'm telling all of my friends and family about you!Me: Be sure to tell them that we honor our contracts. Have a nice day.
I checked the account a bit later. Oddly enough, it was paid in full
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