Quote:
Originally Posted by General Maximus
of course he is. If the cusomter service agent knows VM has some sort of cool off period where the customer can leave without penalty why is he threatening the customer with a £300 charge. It isn't like he is being nice and using his discretion to encourage the customer to stay and giving them £10 off their monthly bill or something, he is intimidating them and should be sacked.
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Yeah sorry, we're talking about two different things here, I haven't made that clear. I'm specifically talking about charging £25 for a SH2 and putting him on a 12 month contract, not the cooling-off thing (which is completely incorrect).
---------- Post added at 10:57 ---------- Previous post was at 10:49 ----------
Quote:
Originally Posted by jd001k0598
Do they all have their own rules when speaking to customers?
The first person offered me the VIP package but I was told that I would have to pay 2 activation fees for the extra TiVo Boxes. (£49.95 each) but it would go onto my bill. I would get £100 credit on my bill which would cover this.
The second person said the same, but they would have to take a debit card payment from me there and then for the 2 TiVo Boxes
The third person, after speaking to her manager, gave me the extra 2 TiVo boxes for free, so I agreed plus I still get the £100 credit on my bill.
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It's not that there's different "rules", just that there's not set way to do some things on the system. Apart from the last point (spoken to their manager), the other two methods are basically the same result in the end, just put through the system differently. Each agent will have their own preferred way of doing things. The very last point shows that there's probably no way for the agents to directly give out free boxes without a manager's approval but they are allowed to credit bills so it's a bit of a workaround.
I've never worked in retentions though, so I'm just guessing here for a lot of that.