Cancelling Customers
Holy crap, this lady with 2 lines, would rather cancel, pay $300.00 (ETF's) + last invoice and switch to another company then continue with us because she can't pay her bills on time.
Her reason for cancelling is because we suspend her for non-pay one time and charge her $25.00/line to reinstate and she can't handle this.
She feels she can save more with another company because they offer lesser prices for more mins. Well DUH, your on an old rate plan, of course the new plans are going to be better.
I stated it would cost her less to just switch to Cingular but apparently just because Cingular bought AWS, were now suddenly the same company and will continue to screw her over.
Get real Ms. Customer, it's your fault to begin with...
(continues)
Her reason for cancelling is because we suspend her for non-pay one time and charge her $25.00/line to reinstate and she can't handle this.
She feels she can save more with another company because they offer lesser prices for more mins. Well DUH, your on an old rate plan, of course the new plans are going to be better.
I stated it would cost her less to just switch to Cingular but apparently just because Cingular bought AWS, were now suddenly the same company and will continue to screw her over.
Get real Ms. Customer, it's your fault to begin with...
(continues)
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Link said:...
Holy crap, this lady with 2 lines, would rather cancel, pay $300.00 (ETF's) + last invoice and switch to another company then continue with us because she can't pay her bills on time.
Her reason for cancelling is because we suspend her for non-pay one time and charge her $25.00/line to reinstate and she can't handle this.
She feels she can save more with another company because they offer lesser prices for more mins. Well DUH, your on an old rate plan, of course the new plans are going to be better.
I stated it would cost her less to just switch to Cingular but apparently just because Cingular bought AWS, were now suddenly the same company and will continue to screw her over.
Get real Ms. Customer
(continues)
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I dont believe in credits. Customers should take advantage of a dying company like AT&T. I dont give any credits unless I absolutely have to. Even then I dont credit that much to the customer anyways.
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18.00 activation fee? where did that come from? noone was talking about crediting back activation fees. lol
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BlueGuy's quote - "do you offer to waive fee as 1 time courtesy, then educate her so no more credit in the future, remember we need to be "warm and fuzzy" to the customer."
I was assuming that's what he was talking about.
I was assuming that's what he was talking about.
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Link said:
BlueGuy's quote - "do you offer to waive fee as 1 time courtesy, then educate her so no more credit in the future, remember we need to be "warm and fuzzy" to the customer."
I was assuming that's what he was talking about.
I was refffering to the previous posts about customer wanting to cancel over paying the Resume of Service fee for being suspended for non pay!
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OOOOOOOOOOOHHHHHHHhhhhhhhhhhhhh k sorry. Thats up to RM anyways, I have been told numerous times by resolution and my supervisor.
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Link said:
OOOOOOOOOOOHHHHHHHhhhhhhhhhhhhh k sorry. Thats up to RM anyways, I have been told numerous times by resolution and my supervisor.
Well, this is what we have been advised of, it was waived 1 time by RM, they were educated so no credit, but if not you can transfer them to Rm, see if they will do it, if they decline, and they already RED FLAGGED,and are a Rentention risk, then you can if Adjustent Tool, can,otherwise, you can escalte to Res, and they may do it, depending on when her contract is up, i might for Customer goodwill, the "warm and fuzzy" thats going around!!!
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Yeah I would pretty much go to that extreme before I issued a credit for the $25.00 and of course I would ask resolution/supervisor for opinions.
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Link said:
Yeah I would pretty much go to that extreme before I issued a credit for the $25.00 and of course I would ask resolution/supervisor for opinions.
Yeah, to each their own, i just look at it from a company perspective, if we lose a customer, it costs generally in the neighborhood of $300.00 for that customer in lost revenue, i wonder if its worth for the sake of $25.00 , you know, its not good business, but its been waived already then they know, so then SOL, you know!!
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yeah I dont like crediting the REI fees I always tell them its a standard fee and in the T+C that they agreed to when they signed up for the service and if they choose to escalate I will put them on hold and wait for a sup to approve the $25 credit as I dont believe its a charge we should credit back its not that hard to pay your bills or at least keep us informed
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