I don't know my number
🙄 I get so sick of stupid customers when you ask them "What's your mobile number" and they say "I don't know, I don't call myself". 🙄
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I actually find it mildly entertaining when the customer argues with me about their phone number. I think I've had about a half dozen of these in the last year.
The calls usually route in without a number populating on the screen. So I ask for the number, and they give me some number that's off by one or two digits. I pull up the number, and of course the name doesn't match.
After listening patiently while they insist that it is the correct number, I finally convince them to give me their complete social security number, which allows me to locate their account without the mobile number.
And in the more extreme cases, the argument then starts over, with the caller insisting that we somehow have the "wrong number."
Sometimes...
(continues)
The calls usually route in without a number populating on the screen. So I ask for the number, and they give me some number that's off by one or two digits. I pull up the number, and of course the name doesn't match.
After listening patiently while they insist that it is the correct number, I finally convince them to give me their complete social security number, which allows me to locate their account without the mobile number.
And in the more extreme cases, the argument then starts over, with the caller insisting that we somehow have the "wrong number."
Sometimes...
(continues)
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YES!! I've had people try to dispute charges on written off accounts from over a year ago. It takes about 10 minutes and 30 trips around "The account now belongs to the collection agency. I can't help you with anything other than the phone # to them. To help you, you would have needed to call within 3 months of deciding to not pay the bill."
I never really tell them the last part but come on. Be responsibe. The bill won't go away if you just ignore it and the bill collection notices.
I never really tell them the last part but come on. Be responsibe. The bill won't go away if you just ignore it and the bill collection notices.
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bear-vzw-csr said:
Maybe 'cause they were living in Oregon, or New Jersey, or Massachussets, when they decided to stop paying their bills, and they are now talking to rep who can only access Midwest accounts...
Bear
Makes me wish there were more VZW CS reps who would view accounts for the whole country...
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When I started training and was listening to calls, one guy I was sitting with got a call from a woman with a past-due account. She said she doesn't have an account with VZW nor does she have a cellphone with us, but got a bill. We look at the notes and I see stuff like changed billing address... at first I think possible fraud but didn't want to jump the gun. The rep handling the call asked if she had a cellphone, she said yes. He asked what does it say on the cellphone, looking for the Verizon logo. She said Samsung (of course not helping). He probes a little further asking how did she get her phone... a present, bought it, etc. She got it herself but doesn't know where exactly. We call the phone and she answers, realizing she has a phone ...
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