Customer support made a mistake, the client ended the call extremely happy Tech Support

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Customer support made a mistake, the client ended the call extremely happy Posted: 27 Feb 2021 05:51 AM PST I used to work for a call center company and our account was a prepaid cellphone company... let's call Celfon... as a general cust support and as a 'tech support'. At the time of the story, I was new and it was my very first job. Please keep in mind that this happened like 10+ years ago and some details may have been omitted. The company trained us for around one month IIRC and then allowed us to take actual calls for one week with our trainer and QC at our beck and call if we had any calls that doesn't follow the script. The training took a while because Celfon also handles a charity cellphone service (CCS from hereon) for people who are in need (mostly old or poor people). We were told the government pays for the service. So the training basically was about learning the different policies and procedures of Celfon and CCS. This story is not what happened to me but to my fellow new employee (we were trained by batch). Anyway, this co-trainee of mine got a call from a client of the CCS. The client didn't receive his monthly minute allowance so he called to ask what's up. Upon checking the entries/records of the client, the minutes did, in fact, not send to the client's phone and has to be manually sent by my co-trainee, and she did so by following the script. And then she clicked [Send] on her screen and asked the client if he received a message saying he got his minutes. The client said he received a message but it doesn't say he received minutes. I don't know if she double-checked the entries after that but she got confused and asked our trainer for help. Our trainer said to start over and send the minutes again and she did. I was sitting next to my co-trainee. I was on call, got my client on hold, and was waiting for my system to finish whatever I was doing at that time and started to watch. I watched her click on [Send] again and asked the customer if he received his minutes. The client said he did receive a message but, again, no minutes (BTW I couldn't hear him, my co-trainee was relaying what the client said to the trainer). My trainer was a little perplexed as well and reviewed what my co-trainee did that the minutes wouldn't send. Then our trainer found what's wrong. The client was indeed NOT receiving his manually inputted minutes. He was receiving DAYS. Mind you he was in the 300+ MINUTE PER MONTH program. My co-trainee gave him 300+ DAYS worth of minutes. TWICE. It was a dropbox choice mistake. She clicked on the DAY option instead of MINUTE. Needless to say, my co-trainee was scared about the mistake. Our trainer just said, "Nothing we can do about it. Just inform the client and close it as normal. Just mention what happened in the note ticket." The client was extremely happy about what happened. He received close to 2 YEARS WORTH OF MINUTES within the span of a 15-minute call plus the monthly 300+ minutes he'll continue to receive every month. And there I was, still waiting for my system to finish, thinking what a lucky bastard that guy was. submitted by /u/younhacomet [link] [comments]

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