Originally Posted by
cjermain
A human agent would never cancel an entire ticket, killing an upgrade outbound, when a customer is only asking for a change on the return, without at least asking, "Are you sure you want to do this?".
That is not my experience, and I don't believe I have ever had a CSA ask me if I was sure (about anything).
Calling in for changes has me always mention my request several times, and possibly even ask the CSA to confirm. I often use phraseology such as: "Before you make ANY changes at all, could you please...." just to make sure I don't get some unwanted results.