[orangebird]

Originally Posted by Mark B

You're taking what a couple of staff said to a customer, which I can tell you quite categorically they should not have done, and presuming that to be the policy of the entire company.

You must remember that for the last 18 months my entire job has been retaining customers. I *know* how important the company consider this to be, I have sat in on meeting after meeting after meeting where the latest retention strategies were briefed out, where ideas and feedback were asked for, where managers drummed it into us how we must NOT just let customers go, I'm the one who has had calls monitored and scored and had managers point out everything I could have done to save that customer but didn't.
So please, don't tell me ntl don't care about retaining existing customers, because I know full well that they do.

As for individual staff telling people they can 'take it or leave it', if it's that blatant they should go, however, do remember things get twisted. There are many customers who ring up month after month wanting discount after discount after discount, there comes a point when these people have to be told, 'sorry, but we can do more for you in this regard'. Usually when I tell a customer that, I get a complaint made against me about me 'bad attitude'. So please try and see the other side of the coin. No company should routinely bribe its customers to stay by throwing money at them...there's a lot more to Retentions than that.