Quote:
Originally Posted by holographic
Even Trading Standards have been on telly saying they "would expect Virgin to release customers who are not happy".
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I've sat in retentions at Knowsley (the old TW center) a few years ago, and they had very strict targets on how many callers they can allow to actually disconnect. Virtually all were saved in some way by talking them into keeping them some of the services, or keeping all of the services with discounts.
The training given included a section titled "How to undermine the confidence of the customer", which was all about showing the customer what they thought they knew is wrong.
I sat in the center for the day listening to calls and speaking to the managers. It is creepy, to be honest.