Be Thankful You Have A Job At All
(I work for a utilities company in collections, meaning I get people who are being shut off, or have been shut off. Our policy is to send several notices, and then shut off an account if no satisfactory arrangements are made. Where we give them a date, we can shut off the account with no one there, provided the meter is outside.)
Me: “Thank you for calling [utility company]. How can I help you?”
Customer: “I’m holding a shut off notice here dated for November 10th. When will my services be shut off for non-payment?”
Me: “As of November 10th, it is subject to termination.”
Customer: “Oh. Do I have to be there? I’m going on vacation.”
Me: “No, you don’t need to be there.”
Customer: “Oh. Can I get a hold on the account? I don’t have any money.”
Me: “Well, is there a medical condition pertaining to the services?”
Customer: “No.”
Me: “How about an infant or an elderly person?”
Customer: “No.”
Me: “Okay, how about a financial hardship?”
Customer: “Yes.”
Me: “Okay, are you unemployed, or was there a loss of income?”
Customer: “Oh, no, nothing like that! I spent all my money on my vacation!”
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
