I'd like to activate my credit card.ME:
No problem! Let's get you verified real quick and then we can get your card open for purchase. What is your first and last name? *ch gives name*
Your phone number? *ch reluctantly gives phone number*
And just your DOB and the last four digits of your Social Security Number.CH:
What? Why are you asking me that? Why do you need ANY of that? No one EVER asks me that.ME:
I'm sorry, ma'm, but as you didn't put in any information when coming through our automated system, I need the information to pull up your account. It's also for security reasons, We pride ourselves on customer protection and want to make sure that your card doesn't go to anyone else but you.CH:
I don't think so. I've NEVER had to do any of this. They always just let me into my account without all that bullshit. I'll just call back! *huffy gasp. Phone line goes dead
Thanks, lady, for confirming that you're a card thief. (Or else a terrifically paranoid bastard who thinks the rules should not apply to them. Either way, you ain't gettin' that card opened right now.)
*ten solid minutes of ranting and raving about the evils of our company, as a small refund hadn't been returned to her account, which caused a late fee to be rolled onto her account
I'm so sorry, ma'm. I can go ahead and waive that late fee and credit you that refund immediately.CH:
NO! I want to close my card!ME:
Are you sure, ma'm? I can get you your money back - it'll show in less than 24 hours. I'd be more than happy to compensate you for this whole mess.CH:
I said NO. Cancel the stupid card.ME:
Alright, ma'm. *reads cancellation script
Wait a minute. You're going to just cancel my card? Just like that? Without even offering me something in return? *huffy gasp. Phone line goes dead
I don't know what it is about these situations that render our callers unable to hear things, no matter how many times we repeat it. I imagine this is the phone version of "customers never read anything
" that face-to-face customer service encounters.
I always get that when waiving the pay-with-representative spiel, too. Normally, to cover the cost that our pay-over-the-phone systems (check or debit), we charge customers 10$ for that. We CAN tell them to pay with our automated system, but we have no way of transferring people back to that system. We have to tell them to hang up and call the number back.
I think it's a little stupid to charge people, and then further inconvenience them with having to hang up and redial the number. So I almost always waive that fee, since I already have them on the phone.
The conversation ALWAYS goes like this:CH:
I want to make a payment with you but I don't want to pay the fee.ME:
No problem at all. I'll take your payment free of charge today.CH:
I just really don't want to have to call back. Can I make that payment today but not pay the 10$?ME:
Of course! I'll happily waive that 10$ fee-CH:
Because I REALLY don't want to pay that fee. Can you waive that fee for me?ME:
I can absolutely waive -CH
: I don't think it's fair to have to pay money to pay my bill. I want you to waive that fee!ME:
Yes, sir, I also think it's unfair to have to pay money to pay a bill. I'll waive that fee for you and take your payment for free. *mimes beating my head into the computer*
So on and so forth.
I figured out another trick to have a good day at work. When transferring, if I simply say to the other rep, "Have a good call day"
it seems to perk me up. Perk me AND them up. Something about small acts of recognition helps. It seems to help A LOT.This entry was originally posted at http://quirkytizzy.dreamwidth.org/990366.html. Please comment there using OpenID.