Quote:
Originally Posted by pompousjohn
I am pretty sure what happened was your customer got a loyalty discount or a cancellation discount and the second rep just couldn't tell. It seems like you lost money but in reality a customer service rep took the initiative to offer your customer a discount in order to try to retain them for another month.
This is a good thing, since the alternative is that you would bill them 0.
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Hey Pompous John I "actually" like your theory and if that is in fact what happened then just let it be known that a customer was going to cancel...and that some "concerned rep" somewhere wanted to spare us a complete cancellation and at least retain a "$5 dollar" membership!
We would never consent to a 5 dollar membership and that is not doing us any favors. But for argument sake I would love to know "who" that rep was if it happened as you theorize so I can personally thank "them" for saving my customer 24.95 on his recurring subscription.
I am sure there is an explanation somewhere and we politely request an explanation, we are trying to correct a problem here and if you do not properly identify the problem....you can never properly correct the problem