A Lack Of Retention Attention

, , , , , | Working | April 11, 2018

(I’m struggling with finances a bit. I have the MOST basic Internet service from the local cable company. They’re losing customers at a fairly fast rate, so it’s pretty well known that if you call and ask for a discount, even temporarily, they’ll give it to you in order to keep you as a customer. So, I call them up.)

Customer Service Representative #1: “[Cable Company], how can I help you?”

Me: “I’d like to see if I can lower my rate at all.”

Customer Service Representative #1: “Let me take a look… NOPE! That’s the best we can do for you.”

Me: “Really? You can’t even lower it a little for a short period of time?”

Customer Service Representative #1: “NOPE… That’s the best rate we have.”

(I’ve done this before, so I know they have a “customer retention” department specifically set up to keep customers who may be thinking of cancelling.)

Me: “Okay. Can you transfer me to the customer retention department?”

Customer Service Representative #1: “Sir, all of our employees are interested in retaining customers.”

Me: “Right. I get that. But I also know you have a specific department that is willing to work with customers in order to keep them as customers. Can you please transfer me?”

(This goes back and forth for twenty minutes or so. Finally…)

Customer Service Representative #1: “Fine! Please hold.”

Customer Service Representative #2: “Hello. I understand you wish to disconnect your service.”

Me: “No! I was calling to ask if I might be able to save a little money on the bill.”

Customer Service Representative #2: “Oh! Sure! I can lower your bill by $20 a month for one year. How’s that sound?”

Me: “Perfect. Thank you.”

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