Human Error Is Not Allowed For Human Employees

, , | Right | March 9, 2020

(Our payment processing system is slow to reflect payments made and requires the actual rep to type out a receipt to send out via email if someone requests making a payment with a card. However, we can still pull up the payment history to check on the amount paid before it reflects on the account.)

Me: *after introductions and account verification* “And I see you are 150 days past due for $300. How may I help you?”

Customer: “That’s a lie and you know it!”

Me: “Well… This is what I see on my screen, ma’am.”

Customer: “I just made a $200 payment and that previous rep put in I only paid $100!”

(I see the rep’s notes mentioning it was a card payment so I start to pull up the system for the payment history.)

Me: “I can certainly pull up the payment system to see what is going on. While I am doing so, please bear in mind that payments can take four to five days to appear on your account.”

Customer: “I paid $200!”

Me: “And I see that. I see here when she wrote the receipt out she accidentally filled in for one month’s payment instead of two months’.”

Customer: “I want her fired!”

Me: “I’m sorry she made a human error, but I can fix that right now.” *creates a new receipt to be emailed out*

Customer: “There was no human error! She did it deliberately and needs to be fired!”

Me: “I’ve sent the corrected receipt and I am sorry for the mistake. Was there anything else I can help you with?”

Customer: “Fire her!” *hangs up*

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