Explore the Billing System Example for Customer Support that Transforms Your Workflow

Billing system example for Customer Support

resolving a confusing billing issue call center agent and customer good afternoon thank you for calling bright star Services my name is Lisa how can I assist you today yeah hi I'm hoping you can help me because I'm really confused and frankly frustrated I just got my bill and it's way higher than usual I don't know what's going on oh no I'm really sorry to hear that I can imagine how frustrating that must be let's get to the bottom of this together could you please confirm your account number or the phone number associated with your account so I can pull up your details sure it's 3 1 0 5 2 9 0 874 thank you for that I'm pulling up your account now okay I've got it so you mentioned that your bill is higher than usual do you happen to know how much it typically is and what the current amount says yeah it's usually around $80 a month but this time it's $150 I don't know where all these extra charges are coming from I see let's take a closer look at the breakdown of this month's bill so we can figure out what's causing the increase I'll review the charges line by line for you it'll just take a moment okay that sounds good all right I'm looking at your bill and it looks like the standard charge for your plan is still $80 however I'm seeing a few additional fees this month one of them is a late payment fee from last month and there's also a data overage charge have you noticed any recent changes in your usage like more streaming or data use hm well I did go on a trip last month and used my phone a bit more than usual but I didn't think it would cost this much and a late payment fee I didn't even know I missed a payment how did that happen I completely understand how that could be surprising it looks like the late payment fee was applied because your payment last month was posted a few days after the due date and as for the data overage it seems like your plan has a certain limit on data usage and you exceeded that limit during your trip that can definitely happen when we're out and about using GPS streaming and so on would you like me to go over your current data plan and options in case there's a more suitable plan that could prevent these overage charges in the future yeah that would be helpful but I still don't get why I wasn't notified about the late payment I usually stay on top of those things I understand Mr Garfield let me take a look at the notifications we sent to you I see here that a payment reminder was emailed to you a few days before the due date but sometimes those can end up in Spam folders or get missed what I can do for you is set up a text alert for future bills that way you'll get a direct notification on your phone as well as an email would that be helpful yes that would be great I don't always check my email so a text alert would be much better I'll set that up for you right now you'll receive text reminders 3 days before your due date going forward as for the late payment fee I'd like to do something to make this right for you since it seems like this is a rare occurrence on your account let me see if I can wave that fee for you oh wow that would be awesome I really appreciate it not a problem at all you've been a loyal customer for quite some time and I want to make sure we take care of you let me go ahead and remove that $25 late payment fee done you'll see that reflected on your next statement awesome thanks for doing that now about the data usage since you mentioned that your usage was higher than normal during your trip this might have been a one-time thing however if you think your data needs might increase in the future I can review our current plans with higher data limits to help you avoid additional charges I appreciate that but I don't think I'll be using that much data again anytime soon I didn't realize how much I was using on my trip I think I'll stick with my current plan for now that makes sense I've put a note in your account and we'll keep you on your current plan if you ever find that your usage is increasing feel free to reach out and we'll make sure you have the right plan to fit your needs Thank you Lisa you've been really helpful you know I came into this call frustrated but I feel a lot better now I'm so glad to hear that Mr Garfield it's always my goal to make sure you leave the call with all your concerns resolved is there anything else I can assist you with today no that's it thanks again for taking the time to explain everything and for waving that fee you've really helped turn this around it was my pleasure I'm happy I could help thank you for being a valued customer and if you ever have any more questions or need assistance don't hesitate to reach out have a wonderful day you too take care thank you Mr Garfield goodbye if you enjoyed this video give us a thumbs up and remember to watch our other roleplay videos [Music]