The TV Generation Isn’t So Bad

, , | Right | December 5, 2016

I work in the loyalty/retention department for the largest telecom in Canada. I have been doing this job for over three years now, but I will always remember the one older lady I made cry, in the best possible way, about six months into my tenure.

This lady called in, apologizing, because she was going to have to cancel her TV services. Her husband had passed away and she could no longer afford the bill, which was over $300, but she needed to keep her home phone with Canada/US/international calling, and the Internet because her family was spread out all over the world and she would call or Skype with her children and grandchildren.

Now, this couple had obviously never called in about their services once they were set up, as they were on old, expensive, grandfathered plans that had not been available for over 10 years.

I started talking to her, asking about the kids and grandkids, and what channels/tv shows she liked. Did she watch the European football? (no, it was her late husband; she didn’t watch any sports), What about the American new channels (nope, just the local news at 6). I found out they have had the same phone number for over 40 years and she was quite proud of the fact that they had been the first on their street to have “high speed Internet.” Meanwhile, I am looking at her past bills, long distance charges, Internet usage patterns, etc.

After about 20 minutes of just talking I asked her, “Ma’am, do you WANT to cancel the TV or do you feel you HAVE to in order to save money? Because the plans you are on for home phone and Internet will be approximately $185. But if I change you to new, in market plans, you can keep your TV with [channels], phone with all your features and LD, and an Internet plan with enough usage allowance to more than cover what you normally use, for about $150.”

There was a pause on the other end of the line, long enough that I asked “Are you still there, ma’am?”

Then I hear a hiccup and she is saying, “You can do that for me? I can keep my TV?” as she starts crying and thanking me.

She then asks for my manager and gave me a ‘kudos’ for being such a good employee and helping her out.

There are the customers I love to help. They are truly deserving of “loyalty” discounts and they are the reason I still want to go to work.

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