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.
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.
