There are few things that can get me as upset as bureaucratic red tape. I recently received a late notice bill for an account that is on autopay. How could that happen?!
I stewed about it all weekend (because of course I received the notice outside of business hours), and called on Monday morning to try to work it out. The representative didn't even give me a chance to get upset. She told me that a while ago, a notice was sent out that their system was being upgraded, and for automatic payments to continue, I needed to complete a form and send it in.
"It must have got lost in the mail," she said. "I will send out another form and reverse the late fee right now."
I told her she was so gracious, and that the form might be lost in my pile of paperwork.
"Well, I want to give you the benefit of the doubt. I will reverse the late charge."
I paid my bill, and all is right with the world. I thanked her again.
Customer service representatives deal with unhappy people day in and day out. Frustration at a problem is often taken out on the representative. What a horrible work environment!
Today's challenge is to thank a customer service representative.
Thanks for cheerful employees.
I stewed about it all weekend (because of course I received the notice outside of business hours), and called on Monday morning to try to work it out. The representative didn't even give me a chance to get upset. She told me that a while ago, a notice was sent out that their system was being upgraded, and for automatic payments to continue, I needed to complete a form and send it in.
"It must have got lost in the mail," she said. "I will send out another form and reverse the late fee right now."
I told her she was so gracious, and that the form might be lost in my pile of paperwork.
"Well, I want to give you the benefit of the doubt. I will reverse the late charge."
I paid my bill, and all is right with the world. I thanked her again.
Customer service representatives deal with unhappy people day in and day out. Frustration at a problem is often taken out on the representative. What a horrible work environment!
Today's challenge is to thank a customer service representative.
Thanks for cheerful employees.
I do that all the time! The reps who are courteous and efficient deserve to be appreciated that way - there are too many rude, disinterested ones who don't follow up on things! I am so glad you had great service this time!
ReplyDeleteI think there are also plenty of competent ones who are on the receiving end of frustration that really has nothing to do with them personally, so a thank you and pleasant attitude is welcomed.
DeleteIt wasn't worth the worry was it. But I get it, I no doubt would have been stewing too. Glad all was well in the end. Both the rep and you stepped up to the bat in a great way.
ReplyDeleteShe was great, and I was happy.
DeleteThis one is easy for me -- I try and do it all the time. Having worked customer service for a number of years I tend to really notice when people do their job well!
ReplyDeleteCustomer service work is not easy.
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