Wednesday, August 01, 2012
You've gotta let them do their job.
Great customer service isn't slight of hand. It takes effort. It can take time. And when calling to resolve a billing issue, you might even be put on hold.
(back story) In our house, completing 5th grade and getting ready for 6th, middle school, you get a cell phone. Not a new one, not an iphone, but one that has been hanging about the house. Functional, tough, used, resilient.
The little one is not so little; yes I must admit it. My baby is growing, and this is the summer of her first phone. From the phone draw, she picked an old phone we acquired from a friend; a mini pc if you will. I called our provider. We bought the chip, added the line, and we are good. Or so I thought.
Fast forward to yesterday. As I'm about to head out to work I will squeeze in one more job and go through the mail. I open the bill. And for her supposed $9.99 additional line, we've been charged $150.
Looking through the bill I see they have established a whole new line of service, with a bigger data package than even I get -- and I'm the momma. (Truth be told I use less data than the girls, but we will leave that one alone.)
I was angry, flabbergasted, and knock me over with a feather shocked.Twenty minutes before I had to leave for work, this call would have to wait until afterwards. But I couldn't.
The call made. Pressed zero to speak with a representative. And when asked how I was, I replied -- Angry, but hoping that passes soon.
I explained the situation. And as the representative listened, I could have been harsh, bitter, nasty, threatened to change carriers. But really what would that have accomplished? The woman on the other end of the call is Customer Service. If I wanted service and good service, I would have to do two things:
1. Continue to explain the situation, politely, clearly and concisely. No extra nasty, finger pointing, accusatory words. She's not in accounts management, and if she was, so what. Mistakes happen.
2. I would have to let her do her job. Allow her the time to look at our account and sort through what in all likelihood was a missed button on a computer screen.
Bottom line: Working together, and not as adversaries, the situation was quickly resolved. Our bill was adjusted. A customer service callback is scheduled, and I wasn't late for work.
Customer Service: Let them Work. Let them Live.