Question to call center agents:what should I do If a client is complaining about over charged credit cards,?

Question

How can I solve his problem?

What are the questions I should ask?

What are the ways to help them. especially if they were irate already.

Answer 1

drop a little empathy on them. Tell them you are here to help them. Gently inform them that certain credit cards will allow a card holder to go over limit. It isn't fair, it is a way to increase interest rates, it is a way to get late fees attached to the account. However, you should also tell the customer that it is their responsibility to keep track of their charges. You might also research your company's policy on overcharges and find out if there is a way to have over limit charges blocked. Also, if that can be done inform them that the business requesting the charge will have no way of knowing why the charge is declined. This can make some embarassing moments for the card holder.

Answer 2

If the client is not aware, inform them that they should first advise the Card issuer, "if you are not", and a hold will be placed on the amount in question until it is resolved.

Any sales receipts should bear out the discrepancy.
If it appears that Identity Theft is involved, then advise the client of all the necessary steps to be taken.

Above all, listen to the client and don't interrupt until they have vented. Then ask if there is any other information they can offer. The worst scenario that a client encounters is when one in your position assumes that the client and the claims are unjustified. Assume that it is a legitimate claim from the start and empathize with the client.

Answer 3

Are you in a position to credit them back overcharges?

If so go through each one at a time, and question them what they thought the charge was. If you can call up the retailer and verify the charge, do so. If you verify the charge is correct and the customer still isn't happy, tell them, they can either return it, go back to the store and speak to mgnr, or call better business bureau (unless that's you!).

If not, all you can do, is listen, go through the list of charges, and if their complaint seems reasonable, refer them to someone who can investigate it. I find most of the time, it's the customer. Not that overages don't happen. But often the customer was not paying attention to what they were purchasing. Just swipe the card and go. And some of them are just trying to swindle out some money.

good luck

Answer 4

Are you saying that the new company said you had three days to cancel? Even if so there is always some sort of fee to break a contract. And I would totally bet that paying for the food regardless is in the contract. For one this would be because if you returned the unused portion of the food it would be difficult to sort out and itemize to figure out what you owe for what you used. Odds are they may be some sort of health regulation saying they can't accept and resell food. Just call them and ask. Go down and look at the contract if you have to. But it will probably be in the fine print that they can charge your card. And it will be because people could just sign up, get the food, cancel and have free food. So you know they have legally covered that.

Answer 5

Well, you need to check with the retailer who put the charges there in the first place.

Answer 6

I think that ur training was not proper... u should not be asking this.
Well it's on ur own how u handel this call... take it smoothly and dont panic...give correct info.....
Best if u cant give the call to UR Team Leader.

Answer 7

do what they do at Time Warner Cable; put him on hold and forget about him.

Answer 8

u transfer them to your supervisor.