posted by ![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
pmsumner at 07:20pm on 02/07/2002
pmsumner at 07:20pm on 02/07/2002And I'm not afraid to eat it.
Damn that was good. Starving, I was.
Weird day at work. Mix of good calls and horrible calls, mostly good but the horrid ones were good in a way - they were only horrid because I spent so long on them. I spent nearly 45 minutes trying to sort one guy out, for example. Being shunted from pillar to post, back again and then round the mulberry bush. Frustrating, because what he wanted was nothing hard - I could have done it but I was told that it wouldn't be worth my while doing it - I'd prolly end up in shit over it.
What happened, was that this guy had been informed that he could pay his All in One renewal charge over two months (he swore blind, though there were no notes on his account). Whilst this is indeed true, he could do this, but it would land him in the "collections process", meaning that we would be chasing him up for the money. It would also be a permanent mark on his records with us. He was a perfect customer, and had no previous problems at all, so you can see why he was a bit upset over this.
Now I don't have the authority to go and say "yeah, go ahead. Do it." Or though I can say that, he would have every right to be very annoyed at me :) So I talked to this person, who told me there was a way, but she wouldn't do it, I'd have to get a team manager to do it. OK, I don't have a team manager (still in training) and the senior guys in our group refused point blank. Sooo.... went back through to the billing advisors who then shunted me through to SCT (10 min wait on hold), who then told me they couldn't wait for me to call the customer back, so I had to call him, and then ask him to hold whilst I went through again - ARGH!
I shoulda just sorted it out myself, and sod the consequences. Unfortunately, I don't know what would happen if I did... better tow the line a little longer....
Damn that was good. Starving, I was.
Weird day at work. Mix of good calls and horrible calls, mostly good but the horrid ones were good in a way - they were only horrid because I spent so long on them. I spent nearly 45 minutes trying to sort one guy out, for example. Being shunted from pillar to post, back again and then round the mulberry bush. Frustrating, because what he wanted was nothing hard - I could have done it but I was told that it wouldn't be worth my while doing it - I'd prolly end up in shit over it.
What happened, was that this guy had been informed that he could pay his All in One renewal charge over two months (he swore blind, though there were no notes on his account). Whilst this is indeed true, he could do this, but it would land him in the "collections process", meaning that we would be chasing him up for the money. It would also be a permanent mark on his records with us. He was a perfect customer, and had no previous problems at all, so you can see why he was a bit upset over this.
Now I don't have the authority to go and say "yeah, go ahead. Do it." Or though I can say that, he would have every right to be very annoyed at me :) So I talked to this person, who told me there was a way, but she wouldn't do it, I'd have to get a team manager to do it. OK, I don't have a team manager (still in training) and the senior guys in our group refused point blank. Sooo.... went back through to the billing advisors who then shunted me through to SCT (10 min wait on hold), who then told me they couldn't wait for me to call the customer back, so I had to call him, and then ask him to hold whilst I went through again - ARGH!
I shoulda just sorted it out myself, and sod the consequences. Unfortunately, I don't know what would happen if I did... better tow the line a little longer....