Recently
overpaid a bill. Believe me, that
doesn't happen too often. The
company sends back my check with a note essentially saying please send the
correct amount and do it quick or else your payment will be late. Really! Was that really the correct
response?
A little Reason for you… First, your billing should be interacting with customer service. When this happens, you tend to move the focus away from your archaic billing systems and place the focus on creating pleasant customer experiences. You've already made the sale, there's no reason to mess up now. Second, pick up the phone ask the following questions:
- Do you want a check for the difference?, or
- Do you want to apply the credit to your future balance?
That would have made me happy. This isn't about going above and beyond, it's just remembering that all touchpoints should accommodate the customer and not organizational functions.
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