Me: “Thank you for calling [wireless company]; my name is [me]. May I have your first and last name, please?”
Customer: “I just want to make sure I’m reading my bill right. It’s my second bill, but I just want to make sure I understand what I am paying for.”
Me: “Sure, what questions do you have?”
Customer: “So, I see that the first bill is $260.71. That has, I assume, the activation charges. It looks like my first month from June 6 through July 5, as well as the two days before from the previous bill cycle before my regular one started, and was due on July 1, right?”
Me: “Yes, that’s correct.”
Customer: “Alright, and so then the current bill here for $176.20 is for July 6 through August 5 and is due on August 1, and the late fee for not having the first bill paid on time, right?”
Me: “Yes, ma’am, absolutely.”
Customer: “Okay, so if I pay the $260.71 today, I won’t have to pay anything else until the first, and I also won’t get an interruption?”
Me: “Yes, ma’am.”
Customer: “Okay, I just wanted to make sure I understood it all. Thanks!”
Me: “No problem, ma’am, so… thank you for reading and understanding your bill.”
Customer: “You expected me to yell at you, didn’t you?”
Me: “Honestly? Yes.”
Customer: “I used to work in a bank, so I know what it’s like to be yelled at, especially when the issue isn’t your fault. After working there, I never yell at customer service reps, because I remember being there, myself.”
Me: “On behalf of all of us here at [company], thank you. Let me waive that late fee.”
Customer: No! No! Don’t waive it! I didn’t pay; it’s only fair I get the late fee!”
Me: “Too late.”
Customer: “It really meant that much?”
Me: “You made my night. Have a good one!”
