ZZ31B83345 Welfare Mentality

Agent: Thank you for calling ABC utility. How can I help you today?

Customer: Yes, I was calling to discuss my bill with you. Why is my bill so high?

Agent: I will be more than happy to discuss your bill with you. Let me get that bill out for you. Okay, what I am seeing here is that there has been a pattern over the past few months where you are sending in your payments, but the payments are not covering the total amount due. As a result, what is left over is snowballing into the following cycle causing your bills to be higher. If you notice, the cost of our service has not changed.

Customer: Late? You mean to tell me that my payments are not covering my balance due? When I first signed up for your service, I was told that the cost would be $XXX per month.

Agent: And it is. However, as I said earlier you are not covering that cost when you send in your payment.

Customer: But I have not received a bill from you guys in months.

Agent: Did you call us about that?

Customer: No

Customer: Plus, when I was with the other company they used to send me a text message and email reminding me that my payment was due.

Agent: You are aware that we provide that same information both on our website for free. Plus, if you call our automated line you can also get your balance, request a bill reprint and make a payment.

Customer: Thanks for the info. Is there some type of credit I could get this month, because I was not aware that I could get check my balance online or by phone.

Agent: I’m sorry, but the charges are legit and you still have to pay them. We could even work out a payment arrangement for you.

Customer: That’s not good enough. Can I speak to a manager? You guys need to do better at informing your customers.

If you think the welfare mentality only exists in the hood, you are sadly mistaken.

 

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