question
Whenever I set up an account, I explain that the first bill will be higher with the activation fee and proration. It has been explained to me that you pay a month in advance, so the customer would be paying the rest of this month, next month, and the activation fee on the account. Sometimes customers ask me if they "get that month back" at the end of the service, which they don't. So how am I supposed to explain this without people yelling at me?
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I've never had anyone ask if they get it back. But then again why would they? VZW bills like any other utility bill If I was in that situation. I would explain it works off the billing system date. That they are actually paying for the partial month of time they are useing the phone and The one month in advance like any other utility bill i.e. cable bill. The activation fee is pretty standard most companies charge for it. If your direct the prorate reciept has all charges for the partial month right on there. If not and they give you a hassle when I worked for radio shack I'd play it dumb and call national customer service and let them explain it. While not the best way it does help diffuse the situation and makes it look like your on there ...
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I always tell customers that you pay a month in advance so if you ever do anything as blaphemous as cancelling service with us, you will not have a final bill because you pay for the service before you use it.
That usually makes them laugh a little bit and they settle with that answer.
Hope this helps a little.
😁
That usually makes them laugh a little bit and they settle with that answer.
Hope this helps a little.
😁
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I come across this every once and awhile, and honestly I think the customer's aren't thinking about it. (however, we see this everyday so we don't think twice about it).
Often times when this occurs, I do a hypothetical with them. (Example. If their bill cycle date is the 14th. They receive their bill dated June 14th. That's for your service from June 15 until July 14th. They pay this bill immediately. If they cancel on the 18th, they will pay for their service from 15-18th and receive a credit from the service they paid for from the 19th-14th.)
That's, only, if I'm feeling patient. 🙂
Often times when this occurs, I do a hypothetical with them. (Example. If their bill cycle date is the 14th. They receive their bill dated June 14th. That's for your service from June 15 until July 14th. They pay this bill immediately. If they cancel on the 18th, they will pay for their service from 15-18th and receive a credit from the service they paid for from the 19th-14th.)
That's, only, if I'm feeling patient. 🙂
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I am not a rep but I am a customer so I may be able to help here:
When people say I am paying "a month in advance" I immediately think I will 'get it back' at the end of my term because "paying in advance" is a phrase I usually associate with renting and apartments, where tenants do typically 'get it back' by not having to pay at the end of their last month.
It might be better to say something like, "You will normally pay your bill on the 15th (or whatever) but we won't charge you for this partial month until you get your first bill. So it will be a while before you get your first bill and it will be higher because it will combine your first full month as well as this partial month." This way customers realize that they are only be...
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When people say I am paying "a month in advance" I immediately think I will 'get it back' at the end of my term because "paying in advance" is a phrase I usually associate with renting and apartments, where tenants do typically 'get it back' by not having to pay at the end of their last month.
It might be better to say something like, "You will normally pay your bill on the 15th (or whatever) but we won't charge you for this partial month until you get your first bill. So it will be a while before you get your first bill and it will be higher because it will combine your first full month as well as this partial month." This way customers realize that they are only be...
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