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How NOT to do Customer Retention

July 16, 2014

CableGuyCustomer retention is critical to the success of most companies, but especially service providers who depend on customers paying them over a long period. Retaining customers is best achieved by providing an excellent experience for those you serve. Recently a customer of a large cable TV provider requested an end to their service. For about 20 minutes the “customer service” rep interrogated the customer about why they were leaving. The tele-shakedown went on for about 20 minutes, and the customer recorded the last 8… Although the company did issue a public apology, I wonder how many customers they’ll lose over the behavior of a single rep trying to retain one?

In light of this viral disaster, there are customer service lessons to be learned

2 Comments leave one →
  1. Ron R permalink
    July 18, 2014 10:47 am

    Block’s comment at 5:35 is brilliant – “I can guarantee you right now that you’re doing an incredibly good job at helping your company be worse”

    Like

  2. July 18, 2014 10:56 am

    A co-worker informed me about this Slate article explaining the financial incentives Comcast “retention specialists” work towards. Not surprisingly, the reps are paid to keep customers. The guy recorded just crossed the line. http://ow.ly/zjyq3

    Like

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