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Good Times... Not Really

Posted by on Nov. 15, 2013 at 9:37 PM
  • 5 Replies

Got told by a customer today that I am not smart enough to know what is going on with her account and that the last two people she spoke to could figure it out without asking.  Uhhh, chief those people steered you in the wrong direction and set you up for late and/or double payments, but okay, I'll get you that supervisor.  By sheer chance I got one of my favorites and explained the problem (lady was paying "ahead" on her bills, the billing system doesn't apply those extra payments ahead, just to the principle, so she would end up with a late payment and have to pay double) she apologized and took the call, I kind of hope she gave the customer an idea of what her account looks like when she "pays ahead" like that.  I wanted so badly to inform that woman that a) the people she spoke to before were NOT payment specialists therefore my THREE YEARS of experience looking at accounts like hers trumps them making her feel good, and b) since I just graduated online college with my BSBA Magna Cum Laude I am pretty sure I can handle understanding what is right in front of me.  Some people.  I can't wait to not work there anymore.  My poor brain is traumatized :P

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by on Nov. 15, 2013 at 9:37 PM
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Replies (1-5):
cjsmom1
by Platinum Member on Nov. 15, 2013 at 10:03 PM
I understand. There are times I want to list my lack of qualifications too.
SkullyDevour
by Member on Nov. 17, 2013 at 8:21 AM

Yeah I get that from some members at my job too. I just try to remind myself that they are just angry with the situation and not take it personal. They usually realize how ridiculous they sound by saying cheap insults to someone trying to help them. I've even had one member ask my supervisor to transfer him back to my phone so that he could apologize for being so rude lol

christaberk
by Christa on Nov. 17, 2013 at 8:51 AM
I hope she got what she wanted!
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Marti123
by Platinum Member on Nov. 17, 2013 at 9:01 AM

Any time you work with the public, you will encounter crazy people for sure--so sorry you had to deal with it! 

preacherskid
by Silver Member on Nov. 17, 2013 at 9:12 AM


Quoting christaberk:

I hope she got what she wanted!

I don't think she actually wanted anything- she thought her account was fine, she was just calling our department because customer service told her she needed to make sure we knew which month the payment *should* go to.  It doesn't work that way- if you make a payment before the billing cycle ends, it gets applied to that month.  Period, doesn't matter how many times you say it is for the next month.  I have to call a supervisor and ask them to pretty please bring their account current, something they don't like to do often, so I always try to explain what went wrong and how the customer can avoid it.  All she had to do was wait a few more days to make her payment, but she wasn't having any of that, she was current and I was the one rep who couldn't see that she didn't actually have a payment due for November.  So she got a supervisor, and I home the supervisor managed to get it through to her that you can't just pay whenever and designate what month the payment is for, because if not then she is going to be calling and chewing someone out when she gets a late notice.  This is why I don't like people very much :P

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