one thing i hate...
one thing i hate more than customers screw ups, is when we royally screw something up, and the customer calls in legitimately upset and we can't fix it for them or give them any options. just doesn't seem right.
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same here.. that is absolutely the worst.. cept when you get crack head go phone peopel trying asking you retarded questions about crap that doesn't even make sense
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Now what I hate about it all is when other reps really do mess up, and say for example, a rep told a customer that they were in their home calling area in zip code XXXXX and so the customer goes out there and makes alot of phones calls. And then, low and behold when they get the bill they see roaming/long distance charges. Well, what can we do now?! "Oooh, sorry Mr/Mrs. Customer but we can only offer you half of those roaming/long distance charges. We understand that the previous rep gave you wrong information, but please, cough up half the monies now" 😡 Like, wtf is that????? The rep gave the cust the wrong info, GIVE THEM ALL THE CREDITS!!!!!!! 😳 😡 😡 ... that one just tickes me right off. God only knows what the customer is feelin'...
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In a situation like that I would get supervisor approval for all the roaming charges.
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I do that and I'm told "No, they've had their plan for X amount of time, and they should know their calling area by now. Offer half of all charges" and I'm sitting there like 😲 just totally appalled for the customer! Trust me, I fight for my customers when I think they are being treated unfairly! 😁
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The only way we can credit it back in that situation is if there are notes on the account from the rep that gave misinfo. (At least in my centre) or else we get the same as you, "only 50% of the charges, one time."
Myself, I always doubt the customer, just too many fabricate stories to get money back. Most know their coverage area, they have maps or access to them. However, if somebody lied to the customer and it is documented I'll credit it all back.
Myself, I always doubt the customer, just too many fabricate stories to get money back. Most know their coverage area, they have maps or access to them. However, if somebody lied to the customer and it is documented I'll credit it all back.
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Yeah, exactly, if it's noted then it gets credited back in full be myself as well, otherwise I don't even offer anything unless I feel they deserve it.
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And what if the rep leaves really vague notes? That it could go either way? It neither proves the customer was misinformed or disproves it? I've had SO many situations like that and it's just appalling to know that the customers get shafted like that. I can usually tell when they are lying because as soon as I tell them they are legit charges and all I can give them is 50%, the "remember" some other reason why it should be credited! Ha, don't think so! 😛
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If I encounter that situation, I ask them question that could be the deciding factor then. If they are rude and lie, BAAM no credit, they are honest and kind, I do what I can, half credit, full credit, any kind of credit.
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this is what i do, if a customer had a lagit issue that should be fixed but with access that we have nothig can be done from any department, i will tell the supervisor to get on the line and tell the customer that we cannot do anything for them ( becasue at the point they are going to escalate and i dont blame them)
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