AT&T Confirms Device Upgrade Fee Rising to $36
Replying to: What it really proves... by Globhead
Re: What it really proves...
The policy is that whenever someone asks for the fee to be waived, just waive it, it ain't a big deal, don't put up a fight over it....indeed, if an employee puts up a big fight and absolutely refuses to waive it, and it becomes an escalated situation, that employee is severely disciplined and may even lose his job
The only thing an employee is not supposed to do is proactively offer to waive it....the customer has to ask for it...but if they ask, it is almost always granted....
Basically, if you are performing an upgrade, you are expected to try to charge the fee, but if the customer complains about it, you're supposed to immediately back down and waive it...and again, if you refuse to waive it and it becomes an escalated situation, you could lose you job
- Re: What it really proves... by evrodude