Yesterday I told you about a time when every call was a call to cancel, every bill was wrong, and the next two bills would also be wrong. What do you do when the system is against you?
Under the circumstances, I tried to reassure customers that getting another bill was a good sign. In fact, I told them, "Sir, I promise you will get another bill. I'm sorry about that, but unfortunately our billing system doesn't work as fast as we would like. And I promise you that this credit that I'm issuing you today will not be reflected on that bill. The next bill will look like I did absolutely nothing. But the good news is that I am having your account canceled right now, and two bills from now, you can tell that I've canceled the account because there won't be any new charges on it. The month after that, the charges will have been credited, your balance will be zero, and and you won't get another bill after that."
To make it even more interesting, Quality Assurance expected us "offer future service," or we would be marked down. That is, we were supposed to say, "Keep us in mind if you need telephone service in the future" to customers who believed that they had never signed up for our service in the first place, or that they had been lied to when they were sold on our service.
We tried to figure out a way to offer future service without enraging the customer. We were pleased when later we were told we didn't have to say that to customers who thought they had been lied to..
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