This is a good opportinty for PR. if its a certainty that you can deliver the speed reliably and this is just a hiccup, throw him the difference betweent he two packages as a discount for the month, maybe even a second month for his trouble. Let them know you identified the issue, thank them for bringing it to your attention, resolve it, and verify its resolved. Just make sure the issue actually exists for the customer first and its not just some dumb issue on his end, that could be a disaster for PR if thats not resolved first
On Mon, Apr 4, 2016 at 5:48 PM, CBB - Jay Fuller <par...@cyberbroadband.net> wrote: > > Temp, hope to relieve it tomorrow. A customer who just upgraded to faster > service says slow it back down - not getting any faster speed (he probably > did before the bottleneck happened) > > would you: > > a) give him some money back on his last bill and ask him to stick it out > another month? > b) go ahead and lower his speed back to the former package? > > i'd certainly like to explain what happened but the customer isn't going > to care much for technobabble anyway. > > i'm pretty sure i know how i'm going to handle this but - say - for > example - i know a certain brand of radio (actually TWO brands) can get > stuck on the wrong ethernet duplex...so i'm sure this has happened in > another network before. just curious how you'd handle it. > > thanks :) > > > -- If you only see yourself as part of the team but you don't see your team as part of yourself you have already failed as part of the team.
