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Come, gather ’round as I share an amusing story of putting a customer in their place.
About 13 years ago I started working in the escalations department for a software company. After my standard classroom training and Y-Jacking in to listen to calls, it’s time for me to take one while jacked in with the existing team member.
The caller got escalated because he wanted 5 years written off automatic renewals for our software. We used to beat customers over the head with auto renewal reminders. We’d send an email 90 and 30 days before the charge and you’d get a receipt the day of. We also notified customers through the product of upcoming expirations. Also, i poitlnted out these charges would be on his credit card statement. So since he confirmed he was using the email address and we confirmed he was actively using the product we denied his refunds beyond the first year, but offered 1 free year as compensation.
The customer is furious demanding we give him back every auto renewal since he signed up 5 years ago, claiming he had no idea he was being charged. I denied him, again because he was using the product and he threatened to dispute the charges with his credit card company. I told him that he’s welcome to try but most credit card companies put limits on how long you can wait before you dispute a charge. I told him that his bank word likely remind him that it’s his responsibility to check this statements monthly to prevent this kind of thing from happening.
He got quiet and said “OK, I’ll take the free year.”
I processed his refund and free year and sent him on his way. After I hung up, the team member I was sitting with took off his headset and shouted to our manager “He’s ready.”
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