spoke with the general manager and I gotta ask you guys...
what do you do to convince a customer the overages are valid (not lts error or billing issue of course)?
here's what I do...
1.) You have had the same plan since 2003 it may be time to get a new one.
2.) Find one of the 60+ minute calls they probably forgot about and indicate what date and time they did it. then follow up with "... and that was just one call... counting free minutes and anytime minutes you made a total of xxx calls, don't you think you may have miscalculated?"
3.) Tell them "I know what a fradulent call looks like (true statement) on your bill and there was not one of those made on your account all the calls are valid. Let's look at getting you on a different calling plan..."
what do you do?
here's what I do...
1.) You have had the same plan since 2003 it may be time to get a new one.
2.) Find one of the 60+ minute calls they probably forgot about and indicate what date and time they did it. then follow up with "... and that was just one call... counting free minutes and anytime minutes you made a total of xxx calls, don't you think you may have miscalculated?"
3.) Tell them "I know what a fradulent call looks like (true statement) on your bill and there was not one of those made on your account all the calls are valid. Let's look at getting you on a different calling plan..."
what do you do?
...
I usually tell them 'I'm only allowed to credit the overage if I can demonstrate that the underlying problem was solved.' Complete BS, but wonderfully effective.
...
I offer to change their plan to one that would cover their usage, and our call center is testing a policy where we will forgive overages if they upgrade their plan. If cust doesn't want to change the plan, and its for data or text messages, I tell them to take it to a tech to check the phone out. If the tech finds a problem with the phone that caused it to access the web, or send random text messages (which I have never seen), and the tech notes it in the account, the customer can call back to get credit. Otherwise, I simply offer to block that service so future charges don't occur, but custy gets no credit.
If its for minutes, I check the bill to make sure they are getting credited for any mobile-mobile calls and their Nights & Weekends ca...
(continues)
If its for minutes, I check the bill to make sure they are getting credited for any mobile-mobile calls and their Nights & Weekends ca...
(continues)
...
I tell them that I looked over their account and I see that their features are calculating correctly (I.E nights, weekends and IN Network calling) and it just appears that you've actually gone over the minutes this month.
Then I go over other plans immediately to not allow them to ponder on that thought and tell them you can get twice as many minutes (i.e 450 to 900) for only $20.00 more.
I do my best to not say "charges are valid," because that tends to make them mad. I say "unfortunately these charges are correct." A nicer way of saying charges are valid
Then I go over other plans immediately to not allow them to ponder on that thought and tell them you can get twice as many minutes (i.e 450 to 900) for only $20.00 more.
I do my best to not say "charges are valid," because that tends to make them mad. I say "unfortunately these charges are correct." A nicer way of saying charges are valid
...
SORRY!!! I work for VZW and didn't pay attention to the forum I was posting in. What does sprint call it... Mobile to Mobile?
...
unfortunately unscarred that's not true sprint to boost and virgin mobile calls count as anytime minutes... don't know where you heard other wise
...
