Often, I wish I could be the squeaky wheel that gets the grease. Wish I could be the mad, mean, loud customer that always gets their way. But instead, I’m consciously torn between emotion and logic with an inward knowing of right and wrong. It’s not right to pitch a fit and act like a two year old when you’re a grown adult. Yes life is expensive, costs money, and sometimes the product delivered does not meet expectations…that being said, here’s what happened today.
A customer called in and spoke with our customer service department requesting to cancel their subscription to a website service we were providing. After 11 months of continued hosting of their site, the customer is demanding a full refund. Our customer service representative did as she was trained to do and clearly communicated to the customer that a refund was not possible as they should have canceled their subscription long ago. Needless to say the issue escalated to me, and then to our CEO.
After several offers of partial refunds and service credits, the customer continued to refuse stating she was going to pursue other options. At the end of the day, we issued her a full refund. Naturally, I did not “feel” she deserved the refund as 11 months of hosting equaled 11 months of fees for our company, however as our CEO clearly explained, “It’s not personal, it’s business”. Make one person happy to create positive ripples instead of an enemy who may cause a heap of chaos while bad naming us to thousands before silencing.
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