Address mismatch
Tuesday, September 8, 2009 - Customer Service
I started working for UB around 1 year and a half ago. One of the first issues I received from a customer was from a guy who kept saying that he updated his address information in his player profile, but whenever he went to make a payout request, his old info continue to appear in the Cashier page.
As a new agent I just didn’t feel well prepared to handle this. Since I assumed it was the customer’s error, I just told him to update his address and then wait, the same answer everybody gave.
Big mistake! The horror came later!!! This nice friendly customer who needed my help turned into an irate person who thought our service was crap. Well, once I realized that other customers had the same issue, and that “waiting” never fixed it, I realized that more drastic measures needed to be taken.
It seems that in some cases, the profile never updates the address for some customers, and for others, it works perfectly.
My solution? Fix the error by myself. I just manually changed the address info for him and guess what? A happy customer who was able to cashout his funds to the correct address!
Ive since learned how important it is to do some basic-elemental-OBVIOUS research and that often times, the customer is actually right. One day, in a perfect world, everything will work as expected. Until then, its up to me to figure out solutions for customers when the most obvious answer doesn’t work.
The great thing about working here, is that we’re always constantly learning. And having fun….
Tags: address issues, address mismatch
