vB Easy Archive - "I'm cancelling my service!"

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"I'm cancelling my service!"
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Posted by: shorty28

Question: Why does customers have the tendency to threaten to cancel their services if they don't get an upgrade or a "FREE" phone?

i've been getting a lot of those customers lately.

Scenario A: My phone doesn't work, I think I'm due for an upgrade. Customer has 17 months left in contract. Sorry sir, i can only offer you the retail price for the phone.
"That's it, we're cancelling our service. Let's go to Centennial!"

Scenario B: I'm due for a "FREE" upgrade. Okay, i review the account and customer is eligible for an upgrade. Tells them that i can offer them a Nokia 6030 for 19.99 or an LG 225 for 59.99 and they get a 50.00 mail in rebate.
"You mean that its not free???"
"How much does it costs to cancel my contract?"

"Obviously, more than that phone you are interested in!" LOL.

Scenario C: "I dropped my phone is water and it's not working. I have insurance and I need another one." Tells the customer that we will get insurance on the phone and get another replacement shipped to customer.
"What, you mean that i can't get it today?" Customer then has a b***h fit and then says, "I'm cancelling my contract and going to Nextel!!!"

Posted by: Jayden0606

"Sure Mr./Mrs. Customer, I cab make that effective @ the end of your bill cycle or today with prorated charges which include your msc, mins, & feats (text)."

"Let me talk to my husband/wife and then I'll call back to do so."

You've just been served. I can tell the ones who are serious about canceling vs the ones trying to cut a deal.

Posted by: Damian7132

Its a little tuff i understand that alot of Ops want to think that they can cut a deal.Depending on how they try i have no problem with it.I almost enjoy it (I get them in the mood light some candles play some music) do i enjoy it everytime well i dont have to answer that with out my Union Rep here LOL.This is the thing
I have told people straight up i will do the best i can do for you i dont make money making you mad or cheated. Do i agree with every policy that Cingular has no but in comparison to all the other companies that have the same level of service (Reception) we are the best and we bend over backward for our customers.That has worked for me both before and after Ops have cancelled.Just my view on things feel free to agree or disagree.

Posted by: mafiazz

Quote:

Originally Posted by shorty28

Question: Why does customers have the tendency to threaten to cancel their services if they don't get an upgrade or a "FREE" phone?

i've been getting a lot of those customers lately.

Scenario A: My phone doesn't work, I think I'm due for an upgrade. Customer has 17 months left in contract. Sorry sir, i can only offer you the retail price for the phone.
"That's it, we're cancelling our service. Let's go to Centennial!"

Scenario B: I'm due for a "FREE" upgrade. Okay, i review the account and customer is eligible for an upgrade. Tells them that i can offer them a Nokia 6030 for 19.99 or an LG 225 for 59.99 and they get a 50.00 mail in rebate.
"You mean that its not free???"
"How much does it costs to cancel my contract?"

"Obviously, more than that phone you are interested in!" LOL.

Scenario C: "I dropped my phone is water and it's not working. I have insurance and I need another one." Tells the customer that we will get insurance on the phone and get another replacement shipped to customer.
"What, you mean that i can't get it today?" Customer then has a b***h fit and then says, "I'm cancelling my contract and going to Nextel!!!"

are you looking in the VIP lookup tool? odds are, the customer is being offered SOMETHING for free after rebate.

Posted by: thechosenway

VIP lookup has customers in it that are not even truly eligible yet. Lots of them with 10 months on contract to go saw one the other day where customer had been mailed VIP offer and had 22months to go on contract. Ya we get paid but does not count as op towards our quota... Also confuses other customers who aren't eligible..

VIP needs work for sure!!

Posted by: ivwshane

Quote:

Originally Posted by mafiazz

are you looking in the VIP lookup tool? odds are, the customer is being offered SOMETHING for free after rebate.

All recent vip offers I've seen don't offer any free phones and very rarely now do I see an offer that waives the upgrade fee.

Posted by: shorty28

Quote:

Originally Posted by mafiazz

are you looking in the VIP lookup tool? odds are, the customer is being offered SOMETHING for free after rebate.

no, most of them want a FREE phone just in spite and if they don't get what they want they it's a HUGE b***h fit. Not getting a new phone @ a cheaper price isn't the end of the world.

Posted by: thechosenway

well I tell them we have gotten away from the free phones because they are usually of a lower quality and mr. customer you would like a quality phone right? except most morons want the v3 for free or to match free phones on wirefly!

Posted by: NukuCamui

I tell them "well, mr/mrs customer, Id like to get a tv for free since Ive been with Time Warner for 5 years. Lets call them and see if theyll do it. If they do, I'll give you a free phone."

That usually shuts em right up.

Posted by: thechosenway

Quote:

Originally Posted by NukuCamui

I tell them "well, mr/mrs customer, Id like to get a tv for free since Ive been with Time Warner for 5 years. Lets call them and see if theyll do it. If they do, I'll give you a free phone."

That usually shuts em right up.

Thats perfect!!! Or maybe Comcast will give me a free computer for using their service for the last five years....

HOFO ROX glad to be here amongst you all!!

Posted by: Superpimp

I like when I look on there account and it's a $10.00 legacy pos I say bye-bye

And I still wish we as reps had the ability to cancel out accounts when people come in

Posted by: Prometheus2k2

VIP upgrades count for quotas unless you're an agent...

One Love,
Prom

Posted by: shortdog

Cingular is in desperate need to come up with a real retention plan/policy.

I was one of those customers who, after spending more than $8,000 per year on a single line plan, was not getting the feeling that I was a customer that Cingular valued. The last straw came when a CSR cancelled my service while I was travelling abroad (accidentally, I figure) and I went through hell to get it reactivated. I asked for a free phone, or some kind of large service credit. Cingular offered me one free ($39.99) month of service.

As you can see in my profile, I'm no longer with Cingular.

Posted by: cingtd

Quote:

Originally Posted by shortdog

Cingular is in desperate need to come up with a real retention plan/policy.

I was one of those customers who, after spending more than $8,000 per year on a single line plan, was not getting the feeling that I was a customer that Cingular valued. The last straw came when a CSR cancelled my service while I was travelling abroad (accidentally, I figure) and I went through hell to get it reactivated. I asked for a free phone, or some kind of large service credit. Cingular offered me one free ($39.99) month of service.

As you can see in my profile, I'm no longer with Cingular.

Please clarify why your service was cancelled. Generally service is cancelled only if you don't pay your bill, works the same with any company.

Posted by: phild4000

Quote:

Originally Posted by cingtd

Please clarify why your service was cancelled. Generally service is cancelled only if you don't pay your bill, works the same with any company.

or how a 40 dollar a month plan adds up to 8000 dollars a year.

Posted by: gregsmith59

Quote:

Originally Posted by phild4000

or how a 40 dollar a month plan adds up to 8000 dollars a year.

Lots of roaming overseas, for example?

Posted by: CA

If you listen to Google(I do) free phones via 3G advertising on the device will come to pass. A great working model is free TV programing and we all know how that works. I would also think contracts can be replaced with content!

On the other hand I don't think they will mess with the carriers(just device manufacturers), they still need them.