Ever notice how Common Sense seems to be a general theme here? Or, rather, the lack of it?
For some of our services, we require, as part of our fraud prevention procedures, users fill out an authorization form and send in a copy of their credit card statement (all transactions may be blacked out, we just need to verify the account info). Understandably, there are some people who feel uncomfortable doing this. That's fine. Don't sign up for the service.
If you do sign up for the service, and then try to use a credit card that you have not autorized, and then get insulted at our authorization request, and then request to cancel the account, I have one request. PLEASE understand that if we do not accept your credit card, we cannot charge you. If we cannot charge you, there is no balance on your account. Finally, if there is no balance in your account, it is not possible to issue you a refund for the account.
Why do some people call customer service for technical support when it's obvious they think they know more about it than the support people do?
An account administrator called this afternoon to get help logging into the website. We have several bugs right now involving the login, so I tried to get more information from her regarding what she was seeing. I *think* she was clicking back and forth between the corporate site and the company site. Eventually, she froze up her system and I advised her to close the browser window and try again. Before doing so, I tried to walk her through how to clear the cookies and cache. I explained that as she doesn't save her account and login information when she visits websites, it wouldn't hurt her to do this.
"Well, I don't need to do that, so I'll just open up a new window here."
Fine. If that's how she wants to be. While she's logging into the site I asked for her ID number so that I could log the call under the right account. (Well, she had rambled right over me and into her woes when the call started.) She gave me the number with a "not everyone on the floor will have that you know."
This is the point at which I would just like to throttle her. I know this. But, she's the administrator. She's the one that's supposed to have the ID number. That's why I asked her for it. We have other ways of logging calls from users who aren't account administrators.
Finally, she wass able to login to the account. She clicked on "preferences" and said"It's blank." I asked her if it looked like it was stil loading (status bar moving, explorer icon spinning). "No. It's frozen up. Oh, wait here it is. Well, thanks anyway."
GRRRRRRRRRRRRR!!!!!!!!!!! How are reps supposed to do their job if callers talk right over them half the time? We can't help you if you don't let us speak and explain.