Analysts and marketers design rate plans, which are then passed on to customer service and the billing department. By the time consumers become aware of the latest rate plans, the analysts are already drafting even newer plans. Consequently, customer service representatives often have outdated information about their own rate plans.
The primary job of a customer service representative is to keep busy talking to customers on the phone, rather than to study the employer’s latest service offering. Customers can often get rate plans on the Internet days before customer service representatives are even aware of the new plans. Sometimes, representatives offer a rate plan that they cannot implement because the plan is either too new and not yet available or too old and no longer offered.
When they try to enter the change, their computer rejects it because the plan is not available. Instead, they arbitrarily choose a different rate plan for you. Consider yourself lucky if they call you back to tell you what happened. Otherwise, you will just have to see it on your next invoice—if you examine it.
Changing the rate plan on a cell phone seems like an easy task, but many things can go wrong. Human error or computer error can ruin the change. A simple typographical error will cause the wrong rate plan to be implemented and can cost you hundreds of dollars. What is intended to save a little money each month may actually raise your cost and waste a lot of your time.
How to ensure you have the best rate plan
I have used the following steps to reduce wireless phone bills hundreds of times for businesses throughout North America.
Get your historic average. Look at your last 3 to 6 months’ phone bills and determine your average amount of usage each month. Write down the amount of home airtime, roaming, and long distance. If your bills are unavailable, your carrier can provide this information.
Learn the newest rate plans. Consult the Internet or your customer service representative to learn the new rate plans. Sometimes, your actual cell phone bill may have a notice that lists some of the new plans. You may also see them advertised in your newspaper. It is also possible to compare rate plans side-by-side on the Internet (see Figure 1).Figure 1: Side-by-side rate plan comparison on the Internet.
Do the math. The customer service representative will recommend the rate plan that is the most cost effective for you. His computers will do the calculations automatically. Always double-check the math, however, because the representative may have done the analysis on his own. Sometimes representatives accidentally recommend the wrong plan.
Change the rate plan. Ask the representative to change your account to the new plan. Make note of the representative’s name and phone number. If the order fails to process, you are more likely to get a refund credit if you can prove that you did actually speak to a company employee. Have the representative fax or e-mail written confirmation to you that the order has been completed.
Confirm the change. After 2 to 3 days, call the carrier and ask for confirmation that your account has been changed to the new rate plan. Try to speak with a new representative who will objectively review your account. Avoid telling the company what plan should be in place; instead, have the representative first tell you what rate plan is in place. This is the most effective way to confirm the change.
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