[muglo] Interesting post from Boing Boing

How to cancel a service
After reading my posts about people who have had to beg to be  
disconnected from AOL, J2, and Sky TV, Vodka offers the following  
advice:
I've worked for a telecommunications company that I would prefer to  
go unnamed, and I'd like to offer some tips to anyone trying to  
disconnect a service they no longer want. The biggest tip is to call  
well outside of normal business hours -- in my company, customer  
service was open 24/7, but the retention department closed in the  
evening. If you call, say, before bed, or during the middle of the  
night, you'll just be talking to a regular CS rep who has no  
incentive whatsoever to keep you as a customer. It can turn a twenty  
minute phone call into a two minute phone call.
Second, if you get a rude rep, hang up and call right back. Some  
reps, especially in commission driven departments like sales and  
retention, are especially pushy, where as if you call back you might  
get someone who is right at the end of his shift and just wants to  
get you off of his phone.
Third, there is one reason for disconnection that will work for  
almost every service--moving. Tell them you're moving out of the  
service area, or moving in with someone who already has the same  
service, and they should be required to cancel everything for you.
Also, it would be helpful to remember that the representatives in  
retention are paid to retain you as customers--threatening to record  
the call, asking for their name or ID, or asking for a supervisor  
will not do anything. All calls are recorded and the representatives  
have responses they are required to give for every customer question  
or complaint. The rep who actually gets in trouble will be the one  
who disconnects you immediately without trying to retain you, not the  
one who spends twenty minutes using every tactic in the book the  
company wrote for him.

posted by Mark Frauenfelder at 10:51:04 AM permalink | blogs' comments


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