Kimmy

[thrillseekre]

what's the call flow for a customer rep handling a subscription purchaser saying they were not pleased with the paysite-in-question's content? this person wants a refund, and NOW! how do your reps handle that? what are their priorities? how do you train them to resolve those calls, as i specificly said the customers concern/request?

[*Kimmykim*]

Front line call center staff is trained to do as much as they can to save the funds that have already been cleared -- often they will mention things along the lines of what I term mild scare tactics --

Really your card was used fraudulently? Well let me see what your bank says...

Ah well sure, I can refund you but you won't be able to use your card on the internet anymore...

yada yada yada

Bottom line is this tho -- when a customer really wants a refund they are going to get one -- our staff is trained to recognize those that will call their bank and make it a chargeback if we don't give them what they want -- and cb's are way more detrimental to us and to you than refunds.