And why the merger with TWC should NOT happen.
http://www.theverge.com/2014/7/28/59...s-a-sales-call
And why the merger with TWC should NOT happen.
http://www.theverge.com/2014/7/28/59...s-a-sales-call
Yep. Unfortunately, not a lot of that was too surprising. That call with Block was insane.
More and more corps are doing this sort of thing tho. A friend of mine works at Wells Fargo as a branch manager. They have a similar policy of constantly trying to sell customers on new accounts, services, cards, etc. They call them "Customer Solutions". Part of their balanced scorecard is how well they (i.e. how many) of these solutions they obtain. His boss is located in the office next to him and is in proximity to hear his conversations with customers. He says he is often times in the middle of a conversation and he'll be getting IM's about "solutions" he should be pitching this particular individual. Remember, his boss can hear all of his conversations in the next office. That's the sort of thing that would run me right out of there. As mild tempered as I am, that would piss me off real quick.
yo
Block continued to say the same things, and was stuck in an endless loop with the Concast rep.
What NEEDS to be said with this kind of "service":
Customer: I am calling to cancel my service.
Rep: Why... [blah, blah, blah]
C: Nope, I simply want to cancel.
Rep: Why? [infinitum]
C: Cancel, please.
Rep: [Offers]
C: Cancel it.
Rep: [tears]
C: CANCEL.
Rep: [I've got wife and kids]
C: LET ME SPEAK TO YOUR BOSS' BOSS. NOW!
C: *Yell at boss' (they won't actually let you skip a level, but I've found it gets a message across) head until service is canceled and you feel better*
Not saying any of this should be necessary, but it avoids an endless battle.
Can't spell upsell without a U or S. I guess this is how you stay competitive when you have a primarily service based economy.
That call was like listening to Rain Man try to navigate a flowchart. Soulcrushing.
EDIT: I was wrong. This is how you stay competitive:
http://motherboard.vice.com/read/the...ce=recommended
Last edited by piercerseth; 07-29-2014 at 12:55 AM.
Last edited by piercerseth; 07-29-2014 at 04:18 AM.
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