This was a debate between me and my direct supervisor yesterday, and I wanted to see if it’s just me who thinks like this.
Within the past month, boss started charging customers for the 2.5% processing fee on credit card charges (our system charges us 2-2.4%). Our sales are down, so this is his way of generating a little more income.
Im our main customer service person. I call customers ahead of their appointment to confirm. On this call, I’ve confirmed with customers that due to policy changes, they now charge this fee for credit card charges, and if they want to avoid this I suggest paying a different way.
Yesterday we get a group text from the boss that we’re not allowed to call it a “processing fee”, but only to call it a “convenience fee”.
I was in the room with my supervisor when we got the text and said “man, that sucks. I hate that term”, which started a debate about how calling it a “convenience fee”, in my opinion, comes off as pretentious, and she says she wouldn’t see a difference. It really isn’t that big of a deal, but I’m the only one who has to deal with Karens or backlash from a simple word change.
So this is just asking for opinions, which would you prefer to be told? A processing fee, or a convenience fee?