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So first off, on mobile so forgive my formatting.
Second some background, I recently switched jobs from an MSP to a local ISP call center as basic tech support. Prior jobs I never dealt directly with billing so it’s a first here. For some context At this company we normally give outbound calls a few days before disconnecting the services software side. But what I’ve come to notice is we do it more for people on autopay because we assume they forgot to update their card or for people who it’s once in a blue moon, repeat offenders seem to have less of a priority, not sure if it’s true just my observations. Anyhow on to the story.
Op= yours truly, rc= rude customer
Op: thank you for calling local ISP tech support my name is Riku how can I help you
Rc:yeah my internet ain’t working. Y’all dumbass’s internet never seems to work and it’s out again.
Op: *pulls up the account and verifies identity* all right sir seems you are currently in disconnect status due to non pay, did you want to make a payment over the phone with me today?
Rc: y’all are supposed to call me when I’m about to get disconnected! I demand a discount because that’s your guys fault for not reminding me!
Op: I’m sorry sir I don’t see any reason for me to apply a discount to your bill. While we do call out for non pay disconnects it’s only during our down time when we have no other callers which is rare so we can’t always get to everyone. It is not our responsibility to remind customers to pay their bills.
Rc: *starts calling me every name under the sun* I’m paying my bill later today but I need my internet immediately. So turns my services back on NOW!
OP:I unfortunately can’t override the disconnect until the bill has been paid. I can take payment now over the phone if you’d like and can have your services restored within the hour.
Rc: man y’all are all racist a**holes I’ll pay it later you greedy fucks *click*
I know people feel entitled to me things but this jobs given me a whole new side of that front. And it’s not like he wouldn’t know, when his bills close to disconnect we force popups when they browse the internet warning them their services are about to be cut. Just pay your bill peeps
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