Crazy psycho customers
I had a funny call this evening. At least it left me laughing. Customer calls in and explains that she paid her bill on Dec 6th. (Wow!) She then made another payment a couple of days ago because she assumed we'd already taken the first payment out of her account. She overdrew her account which caused her bank to slap fees on her.
Her request?
Since this was our fault for not taking the payment out when she expected us to, she wanted us to refund her overdraft fees from her bank.
I'll let you all chuckle to yourselves for a minute.
Being ever so diplomatic, I explained that she would need to dispute with her bank if she wanted those fees taken off, so then she asked if I could just give her some kind of credit on her bill.
Ok, I try to be pleasant, upbeat... personable... (not rude). So, I bit my tongue and advised the customer that I was sorry, but I couldn't do that. Well, she insisted that it was obviously our fault that she had these overdrafts because she'd assumed that the money was taken out already.
(Bites tongue again, then decides to educate the customer about the real world.)
"Sorry, ma'am, but you need to subtract these payments from your balance in your checking account so these things don't happen. We can't credit something that occurred because you didn't balance your checkbook."
"But this is your fault! If you had taken out that money when I expected it, it would have been there. It was waiting for you to take it."
(Decides this is a losing battle with a moron.) "Sorry, ma'am, but I can't credit your account. Can I help you with anything else tonight?"
--click--
And that, my friends, is what the definition of passing the buck is. (Shakes head in disbelief at lack of accountability with some people.)
Her request?
Since this was our fault for not taking the payment out when she expected us to, she wanted us to refund her overdraft fees from her bank.
I'll let you all chuckle to yourselves for a minute.
Being ever so diplomatic, I explained that she would need to dispute with her bank if she wanted those fees taken off, so then she asked if I could just give her some kind of credit on her bill.
Ok, I try to be pleasant, upbeat... personable... (not rude). So, I bit my tongue and advised the customer that I was sorry, but I couldn't do that. Well, she insisted that it was obviously our fault that she had these overdrafts because she'd assumed that the money was taken out already.
(Bites tongue again, then decides to educate the customer about the real world.)
"Sorry, ma'am, but you need to subtract these payments from your balance in your checking account so these things don't happen. We can't credit something that occurred because you didn't balance your checkbook."
"But this is your fault! If you had taken out that money when I expected it, it would have been there. It was waiting for you to take it."
(Decides this is a losing battle with a moron.) "Sorry, ma'am, but I can't credit your account. Can I help you with anything else tonight?"
--click--
And that, my friends, is what the definition of passing the buck is. (Shakes head in disbelief at lack of accountability with some people.)