August 2006 Weddings
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NPCER: May have f*cked up at work

So I am in charge of a certain service at work that can be either obtained certified or uncertified.  I take care of all uncertified versions.  My co-workers aren't familiar with my service all the time, and often give certified requests to me, though they are for my co-worker.  So today, apparently one co-worker, we'll call him Lee, took a request and gave it to both me and the certified co-worker, we'll call her Jane.  We both went to work on it.  I confirmed with the client, had it ordered, etc.  After I sent it to the client via e-mail, she called and said she only wanted it certified and it was a mistake.  I saw that there was indeed a certified request in our system, and thinking the customer is always right and something effed up here, I said she wouldn't be charged.

Then I panicked.  OMG, I don't really have the authority to make that call!  None of the ordering was my fault, but now telling her she won't pay will be.  I am freaking out.  Jane is gone for the day, and client claims she wrote me an e-mail earlier (she didn't) and has forwarded it to me (I'm pretty sure she faked it), and I'm just hoping this can fly under the radar and not get me fired.  The service costs $25, but really only $1 for the copies we made.  So we're not talking big bucks.  However, my company is all about the blame game, and I'm seriously freaking out.

What is the matter with me?!

ETA: Sorry if this doesn't make sense.  I'm just venting and hoping that I'm overreacting righ tnow.

<a href="http://tinypic.com?ref=4ryq9d" target="_blank"><img src="http://i42.tinypic.com/4ryq9d.jpg" border="0" alt="Image and video hosting by TinyPic"></a>

<a href=http://anniecanhazcheezburger.wordpress.com>Well, that would be telling</a>


[url]http://www.babynames.com/namelist/9786320[/url]

Re: NPCER: May have f*cked up at work

  • Ditto Lyss. People make mistakes, and it's not like you do it all the time. Plus it sounds really minor. Hopefully they won't think it's a big deal!
  • Ditto lyss and Brookles. Hopefully they won't think this is a big deal. You could always try bringing in doughnuts to get them in a good mood before they find out.
  • Thanks, all.  I like the doughnut idea!
    <a href="http://tinypic.com?ref=4ryq9d" target="_blank"><img src="http://i42.tinypic.com/4ryq9d.jpg" border="0" alt="Image and video hosting by TinyPic"></a>

    <a href=http://anniecanhazcheezburger.wordpress.com>Well, that would be telling</a>


    [url]http://www.babynames.com/namelist/9786320[/url]
  • I would think worse case scenario would be you would have to cover the cost. And its only 25!
  • Actually your company should praise you. You thought on your feet and potentially saved a customer. The fact is, someone at the company charged the customer for two jobs when she clearly only wanted one. There is no way on earth she should be charged for two. If someone had told me "yes I know it's OUR mistake, but I'm not sure at the moment if I can correct it. Let me MAKE YOU WAIT longer while I go find out" I would have been a pretty pissed off customer. And if you really want to make your bosses happy, maybe you should come up with some sort of internal plan so this situation (one job going out to two different people) doesn't happen again. I wouldn't sweat it.
  • image LittleMissWifey:
    Actually your company should praise you. You thought on your feet and potentially saved a customer. The fact is, someone at the company charged the customer for two jobs when she clearly only wanted one. There is no way on earth she should be charged for two. If someone had told me "yes I know it's OUR mistake, but I'm not sure at the moment if I can correct it. Let me MAKE YOU WAIT longer while I go find out" I would have been a pretty pissed off customer. And if you really want to make your bosses happy, maybe you should come up with some sort of internal plan so this situation (one job going out to two different people) doesn't happen again. I wouldn't sweat it.

    Ditto this. I actually think you handled it pretty well, considering there was no procedure already in place for this situation. 

    "I
  • Thanks guys!  I've been going over it, and I think you're right.  I mean, it's good customer service!  We don't want to alienate customers!
    <a href="http://tinypic.com?ref=4ryq9d" target="_blank"><img src="http://i42.tinypic.com/4ryq9d.jpg" border="0" alt="Image and video hosting by TinyPic"></a>

    <a href=http://anniecanhazcheezburger.wordpress.com>Well, that would be telling</a>


    [url]http://www.babynames.com/namelist/9786320[/url]
  • Ditto everyone.

    I totally know that panicked oh F*CK! feeling. Don't sweat it. Worrying about it proves you are a good employee.

    [IMG]http://i38.tinypic.com/2ch1g6p.jpg[/IMG]

    <a href="http://www.babynames.com/namelist/9809675"><img src="http://www.babynames.com/_assets/img/vote.gif" border="0" alt="VOTE on my Name List"></a>
  • I know I'm waaay late, but last week my Dad gave me a title that he also gave someone else.  We didn't charge them twice.  You just don't.  You were totally in the right. 
    [img]
    http://a3.sphotos.ak.fbcdn.net/hphotos-ak-ash3/575553_3628402905789_1145555859_5259941_183025947_n.jpg
    [/img]
    </br>
    [URL=http://alterna-tickers.com][IMG]http://alterna-tickers.com/tickers/generated_tickers/6/6txg4pq9e.png[/IMG][/URL]
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