Question

A customer calls and says that they are upset because they just received their bill and it is for two months service plus a $20 late fee. They have never had a late payment before. They explain that they moved last month and never received their bill. What would you tell them?
A. They need to pay the bill or their service will be discontinued.
B. You will get a supervisor to speak with them.
C. They just need to pay this months bill to be current.
D. You can waive the late fee this time if they pay the balance.

Answer 1

Answer:

D. You can waive the late fee this time if they pay the balance

Explanation:

The customer's subscription was still active and that's why the bill for the two months were sent. Should he have informed the service provider that he would be moving soon or call them shortly after they moved, the provider would know and maybe discontinue the service. Companies usually have waiver option due to late fees. Therefore, instead of the company incurring loss for lack of due diligence on customer's part, they should consider waiving late fees for this customer to provide an incentive for him to pay the owed amount.