Shop Talk
Love when people read notes
I just love how reps don't read notes and just give the customer whatever they complain about. I mean what was the point in me notating that the last customer said, they will call back in and get a credit from the next rep like they always do. Because they know after speaking to 15 managers like they did last time that they will get credit.
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I recently put a memo on an account they he is to get no further service credits and I actually had him sign a document stating that he understood prorations and he understood clearly how every little thing works. 2 days later I watched another coworker call customer service and they issued a credit because he claimed he didn't know he was gonna get chraged for his picture messages. I was so pissed I wanted to kill everyone.
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Ha, I just had a customer who has received $700 in credits alone this year for Bull crap. And she just got $250 for Internet, and said the other rep told her to call in to get more. And mind you this was on 11/15. Today is 11/30 if it was true you would have called back in. The rep never notated the account about it, it just said a one time courtsey credit for $250. I told the customer I could not give her $50 credit as she received credit already, and could not do a payment arrangement because of two broken arrangements.
Funny thing is that she admitted to getting her $100 past due paid because of going through 15managers. So I said, "I am sorry Ma'am we paid your valid $100 past due balance." And she, still not thinking says, "Yes." An...
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Funny thing is that she admitted to getting her $100 past due paid because of going through 15managers. So I said, "I am sorry Ma'am we paid your valid $100 past due balance." And she, still not thinking says, "Yes." An...
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See, we can't view notes here yet (an indirect) but thankfully we don't give credits either.
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That's kind of annoying you think you run the world. I personally don't care about account notes unless they benefit me.
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No, the annoying part is when you do give out credits for situations that deserve them but get e-mailed from corp office asking why did you, or e-mails saying not to give out credits, then they turn around asking you why didn't you give the cus the credit.
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