Customers...
This is in no way a statement that requires Cingular argument about rollover minutes!!!
It's just a funny situation that every CS rep goes though.
Customer calls in about the ammnt of their bill. The CS rep takes a look and notices overage charges on the accnt. informs the customer of this. Customer then goes on a rant to be remember for generations, about how they have never come even close to going over on their minutes and there is no way that they used that many minutes. CS rep, in order to rule out fraud asks if anyone else has access to the phone or could anyone use the phone without their knowledge. To which the answer is 99.99% of the time no. Then you take a look at past bills and find overage on those...not nearly as much but ...
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It's just a funny situation that every CS rep goes though.
Customer calls in about the ammnt of their bill. The CS rep takes a look and notices overage charges on the accnt. informs the customer of this. Customer then goes on a rant to be remember for generations, about how they have never come even close to going over on their minutes and there is no way that they used that many minutes. CS rep, in order to rule out fraud asks if anyone else has access to the phone or could anyone use the phone without their knowledge. To which the answer is 99.99% of the time no. Then you take a look at past bills and find overage on those...not nearly as much but ...
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sounds like some of the customers I used to have at the video store. "but I NEVER have late fees....YOU'VE MADE SOME MISTAKE!!!"
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Now see this is where I have to quote the wonders of customer responsiblity, they have the resources at any moment to check thier minutes, ie #646 or wait maybe the website? wonders if any of those types of customers thought of using it. But of coarse it is VZW fault that we didn't call them and say hey you are over you minutes by 1000 or stop thier useage, and can you imagine if we did that, how many irate customer we would have.
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I think when the customer sees that expensive bill i think it scrambles their brain. So the can remember using the phone all those 1000 min
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It is human nature. It is always someone elses fault.
You know how many customers that AREN'T mine come in and ask me why their bill is so high? I explain to em that usage of get-it-now and calling into voicemail from the wireless burns minutes. That usually fixes things or makes the customer go "Oh no.."
You know how many customers that AREN'T mine come in and ask me why their bill is so high? I explain to em that usage of get-it-now and calling into voicemail from the wireless burns minutes. That usually fixes things or makes the customer go "Oh no.."
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