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Originally Posted by Sly
What Tony is saying is they should have been a little nicer and maybe a little more informative. If somebody emailed me asking when they will be billed next and I replied "read the website", I would have a pissed off customer, even though it isn't exactly my responsibility to deal with billing issues.
A proper response would be something like "The amount of money held in reserve is dependent on your original contract with PayCom. Please check Section 3 of Article 2 in your contract for the exact amount." And then they could have went on to describe how the reserve system works, just like you have above.
That is customer service.
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Hi Sly,
I didn't fail to understand what tony was getting at but I am not in a position to comment on King Adam's conversation with the CS rep. On many an occasion, I have said something to an individual that has been embelished when the individual has attempted to re-enact the conversation ... a bit like chinese whispers, if you know what I mean.
All I am trying to get across is that it is of the utmost importance to know your contract, especially considering that we can, at most, have about 3 or 4 processing contracts (we aren't spoiled for choice). Paycom on the other hand has to contend with thousands of contracts with several variances which leave us in the best position to know the specifics of our own contract.
I am a firm believer in good customer service and I also know, from first hand experience, that Paycom offers this in spades!
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