Call it a REACTVATION fee
I can sympathize with you Reps who have to deal with these people. But you should be kind and let them know there are many choices. Tell them they will be missed and you appreciated their "loyalty" (as long as it benefited them of course to be loyal).
Then tell them they can stay month to month and you will waive the reactivation fee. No contract no new phone free or heavily discounted.
This has to be done gently because us customers (especially USCC and ATT always got "incentives" like more minutes and free top tier phones at one time to "stick around" for another year.
This is changing and as always when a luxury becomes a necessity is painful to the very customer that made it so. Stand you ground but avoid insult and innuendo ...
(continues)
Then tell them they can stay month to month and you will waive the reactivation fee. No contract no new phone free or heavily discounted.
This has to be done gently because us customers (especially USCC and ATT always got "incentives" like more minutes and free top tier phones at one time to "stick around" for another year.
This is changing and as always when a luxury becomes a necessity is painful to the very customer that made it so. Stand you ground but avoid insult and innuendo ...
(continues)
...
Verizon had some good reasons to be arrogant. Don't easily dismiss Cingular from that problem yet. They are fast catching up to Verizon when it comes to arrogance.
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SBacklin said:
Verizon had some good reasons to be arrogant. Don't easily dismiss Cingular from that problem yet. They are fast catching up to Verizon when it comes to arrogance.
And thats why I prefer to stay month to month and buy the phones seperately.Im not one of those who can't live without a cell phone. I think sometimes they are glorified leashes. LOL
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