$.20 credit
I had a customer call in about an hour ago who stated she should be credited for 2 text messages that were billed to her account. One text message was sent in february, and the other in April. I couldn't believe she was actually wasting her time calling in about $.20. When I told her she was responsible for all legitimate charges on her invoice, she asked me "well who can I talk to that will give me the credit?" I told her noone would be able to credit these charges for her. At one point I almost gave her the credit just to shut her up. Then I remembered how pampered and spoiled AWE has made it's customers over all these years. Instead, I decided to stop the insanity and not provide her the $.20 credit. It is just amazing to me that s...
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What's REALLY scary is imagining what her thought processes were leading up to the decision to call and freak out over .20 that's been gone for MONTHS. I'm betting on lots of guns in the house somewhere... 😳
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WTG! There way too many reps here just credit anything just because its a low amount (late fees etc) even though they are not supposed to...
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Exactly!! That is what helps to perpetutate the thinking of our customers that we will credit anything..no matter how ridiculous..if they just complain enough about it.
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I would bet she probably did. I havn't looked back at the account to see if she did receive it. The more reps you talk with the more likely you are to get the credit you desire. Eventually you will find a rep who doesn't give a crap and will give whatever the customer wants.
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I know, I try to avoid giving credits like the plague BUT all they do is escalate and cry, whine whine and credit is theres. I wish I could tell my supervisor, NO I am not going to give this credit and neither should you, I don't care if it's this low and we lose the customer but this has to stop NOW!!!
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I follow the once a year rule like Im suspose to
that means once a year I'll credit 1/2 of the charges back....and I've seen people who got credit like 10 months ago for like .50 of extra minutes but I stand by the P and P and refuse to credit back anything of the 100's they are over now
I smile at the thought of them turning red when they hear the variation of the word.....no comming out of my mouth
that means once a year I'll credit 1/2 of the charges back....and I've seen people who got credit like 10 months ago for like .50 of extra minutes but I stand by the P and P and refuse to credit back anything of the 100's they are over now
I smile at the thought of them turning red when they hear the variation of the word.....no comming out of my mouth
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The crappiest thing about all that is the call cost the company more than the 20 cent credit would have. I think you did the right thing, they shouldn't have gotten the credit, but it was a lose - lose situation for Cingy on that one.
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So what if I get charged an extra $.10 for something? Since the call is costing more than $.10, I shouldn't be given credit for it? (I can't really think of a reason why that would happen, but, just in case.)
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Who was really wasting their time here? It's hard for me to fathom that someone could make it to the save team with your mentallity. All that was needed to make the customer happy was $.20. Think about that man, just 20 Cents. It's not about who's right or wrong. It's a buisness and you have to do what right by the company regardless if the customer is the biggest a**hole or whether there more wrong than anybody has ever been. With reps giving out phones free all day, keeping a customer for .20 is a steal.
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but if we place the .20 on the account and the cus isnt suspose to have it..then we run the risk of getting into trouble.....I'm not going to risk my job over a credit that isnt warrented..no matter how small
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I don't know how things work in your at, but i'd probably get in more trouble for arguing over 20 frigging sense. I mean come on people!! 20 cents. I just can't get over it. If you escalated that to an area manager what do you think would happen?
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I would have never let this escalate that high. If she escalate I would give her the credit, but she didn't. Therefore..NO CREDIT FOR THEM FOR $.20!
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you can't put a price on a compnay's reputation. Now that customer is pissed. And shes gonna go tell everybody she knows how badly we treated her. There not gonna kmnow the whole story. And now they'll think twice about looking to Cingular for wireless service. So we could potentialy lose multiple customers. The revenue lost there i can guarantee you is more than 20 cents. Congratulations, your .20 gain could potentialy cost the company hundreds.
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I would rather cost the company hundreds then be fired and cost me my education, my food and everything else I buy with my pay. There are polices that we HAVE to follow.
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you have got to be kidding me!! Any customer that would call in to bitch about $.20 isn't worth having as a customer at all. I doubt she would have that many friends to even worry about. Aside from that, our job is not to make every customer happy just because she wants a $.20 credit. if someone is that hard up for $.20 she shouldn't have a wireless phone. Anyone that would call in for that little amount of money will call in every month. Over the long run she would cost us more money than we make off of her in MRC.
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Besides, we want customers off TDMA, it costs too much to maintain this system and the 2 GSM systems. Lets be reasonable people here. I would have stated I will give the credit but only if you migrate to GSM.
I think that is fair, she blackmails us with her continued service over $.20, fine, then we blackmail her into renewing service on GSM.
I think that is fair, she blackmails us with her continued service over $.20, fine, then we blackmail her into renewing service on GSM.
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I would hope that any manager or area manager would uphold the ptc and only give either half or deny depending on the accnt,
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that's total bulls*&t! the reason she was transferred to me is because another rep improperly transferred her. Had that rep done his job I would have never received the call. The goal of the save desk is not to give the customer every little thing they want. Our goal is to save the customer from cancelling their service. This customer did NOT threaten to cancel, she was just fishing for free credit. Had she threatened to cancel I would have given her the credit, no question. Don't sit their and judge me for the decision I made unless you have all the information.
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you did a good job.. dont let people start getting free stuff.. and as everyone is well aware of .20 * 50,000,000 is 10 million.. so yea who cares you cant make everyone happy.. so heres your slap on the back ** 😎
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I had a customer escalate over a .50 cent data charge, but i could not credit it, because it was noted that he had his one time credit, and was fully explained how to keypad lock his phone, and he knows where the data can be used from etc... so going by the notes, i was unable to credit- he escalated, and got denied. I realize the escalation probably cost the company more money than the credit, and who knows how many people he told how bad we are at cingular/aws, but if customers want to talk principle, the principle is if we credited every single cust that called in with data usage or other things that are their own fault/resoponsibility, then we would be eating alot of costs, and you can't run a business for free. Also, we do eat alot of t...
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I think the only time I got a credit for such a small amount was when I had another question about my bill. I forgot what I originally called in for, but I said, oh, by the way, what is this $1.27 under other charges? I see all the taxes, messages, and data usages, so what would these be? She said, hmm, let me check. Came back and said, you know, I really don't know, I'll just give you a credit for them. I really wasn't expecting them to credit, but, who's going to say no to free money.
Oh, I think I called in to ask about the taxes, like if they're on a rate or just a standard amount each month. I was doing something for school or talking to someone about taxes and was curious about that.
Oh, I think I called in to ask about the taxes, like if they're on a rate or just a standard amount each month. I was doing something for school or talking to someone about taxes and was curious about that.
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See that I can understand getting a credit for, but if the amount is legit, no matter how much it is, why should we have to credit it back?
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If they're legit, I do agree not crediting back anything. I might expect something if the customer was misinformed, but that would be hard to prove.
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Exactly, for instance the text messages from those horrible outside companies: Dirty Hippo, Jamster, M-Blog, etc... Those are legit no matter what, but I see many reps crediting those valid charges back. People should read the fine print before they do something foolish.
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Yeah, even before I saw the fine print, I knew it would be something like what it is.
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This example reminds me of the time before the merger and ATTWS started to literally fire customers they the companies track this stuff any credit you get they know about it. it was the summer before attws went up for sale and attws came up with the idea to tell certain customers that if they want to cancel they can with no etf but they gotta do it now. they had a department that actually did this. it was only for a few weeks but i do believe it definitely targeted the customers that wasted the companies time on this and were costing more to have then to keep. this program did not last long i think they dumped a lot of customers way too fast.
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