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Did They Transplant His Brain?

, , , , , | Right | July 25, 2020

I work in customer services for an energy company. This conversation happens through chat customer service.

Customer: “You guys are stressing me out by increasing my bills.”

Me: “I apologize for the inconvenience; let me get this checked for you.”

I check, and the bill was based on estimated meter reading as the customer had not provided them on time.

Me: “I see that the bill is based on estimated readings; if you can provide me the readings, I will be happy to revise it for you.”

Most of our customers provide the readings by themselves or have smart meters. For vulnerable customers, we have meter reading appointments.

Customer: “Are you serious? You are asking me to provide the readings? It’s not my job to get the readings. I recently had a liver transplant and my sister died because of cancer. I’m vulnerable and you are asking me to pay such a high bill.”

Me: “I’m so sorry to hear about your loss. Let me add you to our priority list. You can call our number to get the meter appointment at your convenience. Once we have the readings, we can revise the bill.”

Customer: “Now you are asking me to spend more money and call. Arrange a call back for me.”

Me: “I’m sorry, I don’t have access to book an appointment; we have a specialist team who does that. Also, we do not have a call back facility. I would ask you to please call our team and I’m positive they will help you further with this.”

Customer: “Okay, I’ll do it. You guys never help me. Because of you, I have anxiety issues and now I have to stay on the phone for thirty minutes and talk to a person.”

I know the conversation is not going anywhere so I try to push it toward a closing.

Me: “I’m sorry to hear that. To make this easier for you, I have removed the estimated bill temporarily; after the appointment, we will generate a new bill. I hope I was able to help you today. Is there anything else I can help you with?”

Customer: “No, thank you.”

Me: “You’re most welcome. I hope for your speedy recovery from the transplant. Get well soon. Have a good day ahead.”

Customer: “I’m already recovered; I had the transplant ten years ago.”