Quote:
Originally Posted by Chris Howell
It also makes good marketing sense to keep your customers happy.
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I wouldn't say this makes anyone so unhappy they would cancel. Let's go through that conversation:
Customer : 'Hi I am going to cancel because I can't re-order my channels. I am moving to sky'
Virgin : 'I am sorry to hear that Sir. You are unable to re-order the channels on Sky'
Customer : 'I am moving to telewest then'
Virgin : 'You have never been able to move the channels on telewest and you have to be in a Telewest area which will also have the same software'
Customer : 'Oh, how do I upgrade to a full channel package then please?'
Virgin : 'One moment while I transfer you back to Mumbai'