General Advice When Contacting Customer Service

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cardcustomerservice
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General Advice When Contacting Customer Service

Postby cardcustomerservice » Mon Mar 30, 2015 10:01 am

Hey guys! I am on both sides of the fence here as a credit card customer and also a chat representative for a popular card issuer. Let me give you an inside look from a customer service perspective-- and some advice related to how one customer today might have gotten a much better deal today!

Scenario:

Customer chatted today and his request was basically going to be a routine one that we see all the time. He just needed a due date change, and courtesy late fee removal. It looked like there would be no problems in getting both accomplished.

He started the chat by saying that we change his due date every month and it cost him a late fee and wasn't fair. (His due date has really been the same day since he opened the account back in 2014.) Then he asked for his due date to be changed to a day later in the month. So I apologized for the situation, and advised him that I would be happy to change the due date for him and would also look at removing the late fee.

*I offered to look at removing the late fee, he didn't even ask. I did not have to do this and probably shouldn't even proactively offer this based on policy, but I was feeling bad for the customer and wanted to help.

Well, while I was working on changing the due date and removing the fee, I advised the customer that I believe he may have been looking at the statement date (the day the bill goes out) instead of the payment due due date. The day the bill goes out can vary a few days each month depending on the cycles, but the actual due date for each bill is the same every month and we will not change it. I gave him some example dates from statements and their due dates to clarify.

So before I could even advise the customer that I had changed his due date to the day he requested, I get a response sort of like this (using the same words):

"What the f*** ever, just change the due date, d*ck. I don't need a lecture...."

So I apologized and explained that I wasn't trying to give a lecture, but just wanted to be sure he understood the statement date vs. due date while he was waiting so it would prevent any future inconvenience or fees or anything. I reminded the customer again not to worry, I was working on seeing if I could get the late fee removed for him.

I advised I was able to get the due date changed, and before I could even let him know about the fee that I was going to remove, I get a response:

"fine, have a sh**ty day." And then the customer disconnected the chat.

Okay, so at this point, I'm sorry, but he's not getting a late fee removed. By getting angry and being nasty AND ending the chat before I could say anything, he forfeited a $25.00 credit for his late fee and will now have to pay it.


Just wanted to vent and let you all know what can happen. Most reps will go out of their way to help you if you treat them with respect. There's some things we just can't do, but there are some things that ARE in our discretion and it can pay off to be nice.
Customer Service Rep for a card company

Chase Slate - $8000
Chase Freedom - $5000
Hyatt Rewards (Chase) - $2000
Citi Double Cash - $1000
UPromise Mastercard (Barclay) - $1400
Best Buy Credit Card (Citi)- $1000
Kohls Credit Card (CapOne) -$500
Target RedCard (TD Bank) -$1200
Walmart Credit Card (Synchrony) - $1000
Home Design Card (Synchrony) -$2000


whit
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Postby whit » Mon Mar 30, 2015 10:38 am

He wasn't asking for his fee to be reversed.

Clearly on the phone it's different than in person when explaining things.

Instead of trying to tell him what you think happened and how to go about it, why not try to give options?

Eg--I have changed the statement date sir, as requested, if you have a moment I can go over a few options so going forward it'll be easier--or whatever you want to sub in the end.

If he is okay with that you can than say, xyz offers to email courtesy reminders before the due date we have changed it to..or, offer the option of autopay, he can do it for the minimum so at the very least he will never be late and can still control how much he pays when he pays--or autopay in full so he wouldn't ever have to worry about it.

If he doesn't have time or doesn't care than save yourself the further aggravation and just let it go, you're doing a great job but there's only so much you can do when the other party isn't open mind

Just my 2cent standpoint

cardcustomerservice
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Location: USA

Postby cardcustomerservice » Mon Mar 30, 2015 11:15 am

whit wrote:He wasn't asking for his fee to be reversed.

Clearly on the phone it's different than in person when explaining things.

Instead of trying to tell him what you think happened and how to go about it, why not try to give options?

Eg--I have changed the statement date sir, as requested, if you have a moment I can go over a few options so going forward it'll be easier--or whatever you want to sub in the end.

If he is okay with that you can than say, xyz offers to email courtesy reminders before the due date we have changed it to..or, offer the option of autopay, he can do it for the minimum so at the very least he will never be late and can still control how much he pays when he pays--or autopay in full so he wouldn't ever have to worry about it.

If he doesn't have time or doesn't care than save yourself the further aggravation and just let it go, you're doing a great job but there's only so much you can do when the other party isn't open mind

Just my 2cent standpoint


Those are great thoughts. You sound really level headed and like you may even have experience in Customer Service. (If not, you'd be good!)

I would provide the transcript for you to see how it did flow, but I can't of course. I know he wasn't asking for the fee to be removed, but I mention that because I know that would be a positive he could have left the chat with, had the interaction gone better.

I think my mistake was giving in to the human tendency to want to debunk what was wrong/address the accusations first, and I may have came across as argumentative. I was just so aggravated that he kept pushing that we had changed his due date on him (said he could prove it, etc..) I should have ignored that part and handled his request first, before trying to provide any explanation. Then I may have avoided getting the FU response before even letting him know the results of processing his request.

Thanks for letting me vent and giving good helpful insight into how the situation may have gone differently/better.
Customer Service Rep for a card company

Chase Slate - $8000
Chase Freedom - $5000
Hyatt Rewards (Chase) - $2000
Citi Double Cash - $1000
UPromise Mastercard (Barclay) - $1400
Best Buy Credit Card (Citi)- $1000
Kohls Credit Card (CapOne) -$500
Target RedCard (TD Bank) -$1200
Walmart Credit Card (Synchrony) - $1000
Home Design Card (Synchrony) -$2000

whit
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Posts: 508
Joined: Tue Aug 13, 2013 10:04 pm
Location: ca

Postby whit » Mon Mar 30, 2015 11:32 am

Trust me, stories we can share.. It's good to vent though rather than letting it fester


Over five years of mass luxury retail sales..I've seen it all..and I think the banking / financial institutions are a bit late to this culture of customer service.

My friend, whose now a programmer, used to work in a call center so I know it's not fun, especially with the limitations that you have to work with being on the phone.

People also tend to get more bold and rude.

That guy probably was already up to ^^^^^^^ when he spoke with you and you unfortunately just got the tail end of it.



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