Customer Service - If You Don't Ask, You Don't Get! |
I contacted a credit card issuer because I had paid off a balance yet the following month my statement showed a finance charge. After wading through the voice prompts a CSR came on the line. "Why am I seeing a finance charge?" I asked with uncharacteristic gentleness. I suspected I might owe the fee, after all, but I wasn't at all sure of it. She explained there are "carry-over charges" that aren't completely retired by a prior payment. If that's so, I thought, these mystery charges could go on without end. How can we know we've totally and completely paid off a card's balance? I shared that concern with her and she agreed it seemed a little strange. Then, in an utter state of calm I asked: "Can I ask you to waive that charge?" recalls this CNBC commentator, top speaker, and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
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