Escalation Fee
Here is the end-all be-all de-escalation tactic. If a customer wishes to escalate we advise them there is a fee (could be $10, $25, etc.) to escalate this issue to a supervisor/manager. If the sup sides with the customer at the end of the dispute the fee is credited back. If the sup sides with the rep, the fee of course would stand. Then if the customer wishes to escalate yet again past the sup, the fee would increase each time for how high the issue gets. (Example being the issue escalating to the Office of the President being a charge of $10,000)
Not only that, but the individual from management that takes the call would get a small percentage of the fee, i.e. a commission, if the escalation ends with the dispute in favour of the comp...
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Not only that, but the individual from management that takes the call would get a small percentage of the fee, i.e. a commission, if the escalation ends with the dispute in favour of the comp...
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Furthermore, it would de-motivate customers from escalating over paltry amounts of valid charges just because they do not wish to pay the bill. This would not only save the company money by having management perform the job they're supposed to do (run the actual operations of the centre) and also have the company bring in extra revenue from the escalations that do occur. It also prevents potential "rep shoppers" from getting credits if a customer escalates multiple times in one day.
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I see your point, and many customers try to escalate and rep shop when they are very wrong- but there are legitimate escalations and at that point the customer should not be denied an escalation- there are some things beyond rep handling point, but i guess that's where your point with the sup deciding if they are charged if they agree or disagree- i could see problems with that system though. I've had a customer escalate because they didn't like the last rep they spoke with and just wanted to speak with my supervisor (although my sup isn't even the sup of the last rep) but the customer felt he had been wronged and wanted to feel like he had the right to speak with a sup... silly i guess- but i kind of see his point.
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Well that would be a situation where the charge was waived, because the sup agrees with the customer and the customer is right.
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Wow some of those cingular rep's can't read worth a !@#$ heh, most think they have to pay to get an issue resolved.
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I think this is an excellent idea, in a perfect world. I hope you dont mind, I posted this in the Cingular forum (but I gave you credit):
https://www.phonescoop.com/carriers/forum.php?fm=m&f ... »
https://www.phonescoop.com/carriers/forum.php?fm=m&f ... »
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