I've been reading all along, but been a while since I've posted. Still a CSR for the B-E-Double Hockey Sticks in Canada, only now I work in Retention/Loyalty.
There are days when being a bibliophile (book lover) and having an AWESOME team manager comes in handy.
Background on the story - Female crusty, here after referred to as Princess Special SnoFlake (PSS), at one time had unlimited internet @ 50 mbps but didn't like the price so was given a special, level 3 offer on 25 mbps with 375GB usage for about 30 bucks a month less.
She KNEW about and AGREED TO the usage limit and was receiving email notifications when she got to both 75% and 90% of usage (approx 281 and 340GB respectively). She even acknowledged that she had received notification about the 90% level being reached on a Friday and that she knew that her billing cycle month ended on the Monday.
She called in arguing about her over usage charges for the month in question.
I pulled up her usage record, confirmed with her that she had received and read the email sent on the Friday. Then I pointed out that, even after getting the notice that she was at 90% usage, which meant she only had 35 GB of usage left in the billing month, she proceeded to use 37 GB on Saturday, 23 GB on Sunday and 13 GB on Monday, which resulted in her being over by 38 GB. This, at 3.00/GB, resulted in a maxed overage charge of $80.00 and that it was a valid charge and, no, I was not going to credit the $80 back.
WELL, this was not good enough for PSS. Did I not know that she was a special customer (her actual words) and that the L3 agent PROMISED her that this plan would be good enough for her and that she shouldn't have to watch her usage? Did I not know how STRESSFUL her life was, Daddy had cut her allowance (!!! - according to the DOB on file, she was 32), so she could only go to the movies on Tuesday cheap night and she had only been able to buy one Coach purse this month and blah,Blah, BLAH!!!
After about 20 minutes of back and forth arguing the following occurred.
PSS : I don't think you are smart enough to understand what I am trying to tell you, so I'd like to speak to your manager now.
MS Kew : Before I get my manager, may I summarize your complaint?
PSS : WHATever...
Ms Kew: Just so I understand, succinctly. You believe that my intellectual capabilities are insufficient to analyze the empirical data and conversational precises on your account and based on that evidence, extrapolate correctly to come to a foregone conclusion regarding your billing dispute?
PSS: .... (about a 20 sec pause) WHAT THE HELL DID YOU JUST SAY TO ME??? ARE YOU INSULTING ME? GET YOUR MANAGER, KNOW!!!!
Thank the Lord, my awesome, newfie TM was on duty and , after I explained exactly what the issue was, what I had said and why PSS wanted a manager, told me, "Well, not even I understand exactly what you just said, but using big words is not considered insulting a customer. Oh, and no, she is NOT going to be getting a credit from me either."
If you can't beat them with the truth, baffle them with vocabulary!!
Be back with more stories when I feel they warrant exposure on this site. Until then, keep your stick on the ice!