Wednesday, August 1, 2012

Usedta Coulda

I've been telling you a lot about work and my boss but not a lot about what I really do for SAT TV.

I answer phone calls and lots of them for all the territories I manage.  The calls vary but mostly focus on billing issues and technical issues.  It's the billing issues that kill me because it is usually something I can't fix because it was their fault or the company never received payment or never recorded the payment.  Stuff like that.

Today is a perfect example of how such calls go.  The call went something like this:

"Hello, this is Fran.  Thank you for calling SAT TV.  How may I help you?"

"Why do I have a charge of $39.99 on my bill for Knowtime on this month's bill?"

"Let me look into that for you, sir.  Can I get some more information from you?"

I find out his name and account number and look up his bill.  Sure enough, there is an extra $39.99 charge there."

"Your account shows you're subscribed to Knowtime, sir.  You didn't cancel after your free 30 trial."

"You have to cancel.  I thought it automatically cancelled."

"No, sir, you needed to call and cancel.  I can't remove the charge"

"Well, you usedta coulda.  Thanks for nothing."

Click.  He hangs up on me.  Then I record everything that happened during the call.  If they don't believe me, or if he calls and complains, they will review the phone call to see if I am lying. 

This happens about once every five to ten minutes all day long.  I'm tired.


Leave Fran a message. She dreams of being popular.

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