What is with SUPs?
Any other reps ever notice the SUPs are more willing you give a credit then to back the rep on a valid charge? I find more and more sups folding under the 'preasure' and giving credits when the charges are valid charges.
...
Of course! Why take the time to battle with the customer, when the sup can give them a credit, get off the phone and go back to their sup buddy's cubicle and spend the rest of the night hanging out! 😉
...
🙄 Because most Supervisors would rather hide in their cubicles and grump about contracts, migrations, stats, and handle time, while expecting maintainence of reliability, availability, quality, cover the points on the Migration Checklist, do this, do that, keep in mind, reduce defects... Raise our Q4E ..... *rolls eyes* Gr.. My favorite, escalation came 'round.. called extension... ring... ring... COVER *BEEP* no answer.. walked to the cube... he's reading a book... um.. "i have an escalation" puts his finger up to silence me and continues reading. stops, sighs.. "I have 4 pages left." ......... Be lucky you HAVE a sup. I'd take one that will actually GET on the phone to issue credit for a valid charge.. than a sup who wont do anything ...
(continues)
(continues)
...
some sups are just weird.....i think you have to pass an insanity test to be one.
...
depends on what you think is good....shall i list all the stuff we cant do?
...
My Sup is pretty cool. She will back me up on anything i think is valid. If i had yours i'd be having a quick talk to my Operations manager (maybe you guys call it something else but the sup's boss).
...
I would be pissed off if I had 4 pages left too, how dare you have an irrate customer that moment. 🙄
...
I had a lady who called in one day and had 300.00 plus of roaming charges. She had been on the same regional plan since march of 2001. This call took place in June of 2004. So for over three years she had not hcanged her plan, upped her minutes or anything. I refused credit, and escalated to sup. Sup told me to credit the charges because there is no reasonable way that cust could have known that she was on a lcl plan. Hold on a minute here. We send 1 invoice every 30 days, so that is 12 invoices a month, for three years. On the invoices it said ATTWS Regional plan----39.99. So over the last three years we had told her minimum of 36 times that she was on a regional plan. Yet she could not have reasonabley known she was on that plan. Come on. ...
(continues)
(continues)
...
Next time get your Sup to credit it back. In that situation (from the little I know) you shouldn't have had to credit anything.
...
Yeah, I agree. Totally ridiculous. I'd have gotten the supervisor to credit it back. There was no reason at all for you to do it. Personally, I think it was ridiculous for her to call about roaming. Ludicrous for the sup to order you to credit it. jeez
...
Yeah...we can say "i don't feel comfortable doing this" and then they could credit...or you could call a different manager. ^^;
...
fair enough... I would think about offering half of the roaming charges off the bill if the cust was genuinely not aware of her coverage area, and being reasonable. If this was a person having a psychotic meltdown, thenI might not be inclinedthrow any credits at legit charges.
...
