is it a system?

When you work as a customer service consultant/representative, you will encounter a lot of phone calls asking for credits. The customers usually review their invoices and make sure that they are not being billed more than what they have to pay. When money is involved, you have to be analytical and make sure that you don't pay for something you are not getting.

Everyday there will be customers asking why you're billing them for something they are not even aware of. Your task is to explain to them how they accrued those charges. You have to prove them that there's nothing wrong with their invoices and everything there is valid. However, we know very well that there is such a word as system error. Which means, some times the customers have a point in asking for credits in their accounts.

What if, there's always a system error? What if you always encounter customers who have valid credit requests in more than one occasion? How will you handle their question as to why the system keeps on billing them for the same thing wherein they were given credit all ready?

I my self has a dilemma on this. I can't understand my self how things are going when the system tend to make the same mistake. Of course, it functions with the program it is tasked by humans to do. This simply means, the system error that keeps on repeating is caused by the person who manages that specific program. So, there's no way that the customers will accept that it's always the system who commit that mistake.

I wish to see that our system works better. That whoever is in charge of this will make sure that they learn from their mistakes and not keep on committing them. No matter how we would like to avoid requesting credit approval in behalf of the customers to favor the company, we cannot. The customers have valid claims and therefore deserve those credits.

If our company doesn’t wish to give a lot of credits, they might as well look at the root end of the situation. The system cannot be relied upon and blamed as well for invalid charges on customers billing statement forever. If the same mistake is committed by the system, maybe the system is not systematic. Probably, it's not even a system at all.