AWS National Plan
Just wondering if theres any reps out there who just flat out refuse to credit customers any roaming charges while they are on the national plan. I mean the plan covers them only on AWS network so technically if they get charged roaming they should have to pay. But I usually give in and help them if its the first time or so. Or right in the middle of the Home Calling Area I dont hesitate. Just wondering this cause a friend of mine was going on and on about how we should never credit roaming. Ok this post has went on long enough. Enjoy 😁
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I will the first time with in 60 days as per policy. Anything else causes them to tell at least two friends then two more etc until we are in que for every whining, outthere that there 35.00 bill is 35.69 and they will die if the don't get that credit they cry for.. here in Canada if i were to call the power company and ask for a credit for running up my power bill for hot water for two extra baths and then cry to them that my bill was 10.00 higher they would laugh in my ear and hang up then tell eveyone in there office.
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I will issue a one time credit for roaming IF they have not been issued credit for it in the past, and if there are no notes that discuss the customer was informed on how the National Plan works. If there are notes, and the customer still claims they are misinformed/misunderstood, I will not give credit. Generally I follow the 60 day rule, but take into consideration those customers who have had their National plan for longer than a year because they had service before we had roaming agreements available so would not really have experienced roaming charges in the past. I almost always never give credits for roaming (or any other "courtesy" style credits) on cancelled accounts.
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ya that is pretty much how i do it,
so what do you think about the "at&t announcement" that it is entertaining takeover/merger announcements does that mean that 3rd party call centres like ours will be out of a job shortly,
so what do you think about the "at&t announcement" that it is entertaining takeover/merger announcements does that mean that 3rd party call centres like ours will be out of a job shortly,
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With 45 + million customer's I wouldn't really forsee any customer care jobs being lost. AT&T wireless has a hard enough time just dealing with 3g customer care queue, and thats a small percentage of the customer base. I would think the stores that are side by side would be on the chopping block quicker than any of the care centers.
But who knows... 😕
But who knows... 😕
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id do everything i could according to policy and find whatever loopholes i could to help them out.
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