| Author |
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WebDunce
Posts: 180 |
 
Fri Aug 04, 2006 2:04 am |
I mean they call 611 on their cell phone. it's a free call. call drops, I call back. Now they're are being charged.
I had to do this to a financially poor prepaid customer. She was like "Are we using MY minutes now?" I'm like "Uh, yes, I think so...best to call us back, then"
She needed to be xferd to Vesta...so having her call back really was the best option for her.
But for prepaid and/or postpaid, when I need to call them back on their cell phone due to call dropping, should I credit back minutes (for post paid) or money (for prepaid)? It really seems like the thing to do for prepaid...or for postpaid if they are right near the mark or over on packaged minutes. So far I have not done so.
thnx
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elmo01
Posts: 2195
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Fri Aug 04, 2006 10:25 am |
as a courtesy you should... courtesy air time for post paid... and money for prepaid... then notate why...as long as its a vagly viable reason noted on the nothing bad will happen ... as long as the credit is appropriate...I wouldnt credit 50 bux for a 5 min phone call... 5 bux would be appropriate... when you do...ALWAYS inform the customer!!!...
I have actually had calls that escalated because the previous rep had credited the account and the customer was not informed
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WebDunce
Posts: 180 |
Fri Aug 04, 2006 12:11 pm |
elmo,
I've read the answers to all of my posted questions...thanks very much.
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zcewaunt
Posts: 18 |
Sun Nov 19, 2006 12:33 am |
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Yes. My centre really pushes call backs (first call resolution). If customer disconnects call for any reason, we have to call back. And CSP clearly states that a credit for the call back is needed. We even credit before we call sometimes if the customer has no balance at all.
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