I do retention for a certain subsection of TMobile and it has it's good and bad points. Good side is LOTS of empowerment, you have ALL the tools you need to make it work for the customer. Bad side is you have to listen to them bitch, whine, moan, complain, swear, freak out and just generally act like two year olds as you're trying keep it professional and do your job. Retention is more wearing, because everybody you talk to, by definition, is escalated and has a big old axe to grind... It takes a certain longsuffering patience to stick with it.

It's great if you don't mind listening to people b**ch and complain all day about how bad there service has been since Cingular took over. There are good days and bad days depending on the calls you get. More often than not though the people are already very pissed when they get to you. You need a lot of patience to do this job.