[muglo] Interesting post from Boing Boing
- From: doug rogers <dougsamu@xxxxxxxxxx>
- To: List MUGLO Online <muglo@xxxxxxxxxxxxx>
- Date: Thu, 15 Jun 2006 23:11:52 -0400
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
Why are Humans the only primates with chins and nuclear weapons?
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