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Guest Message by DevFuse

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GREAT customer service today


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2 replies to this topic

#1 OFFLINE   AlexP

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Posted 10 November 2010 - 08:46 PM

I've had the DirecTV Premier package with NFLST and MLBEI for 6 years. This week I came to the decision that I needed to trim some fat out of my household budget, so I called DirecTV with the intention of downgrading to the Choice Xtra package plus Sports Pack, which would save me about $40 a month. The CSR who answered the phone said she was not authorized to downgrade customers, so she transferred me to another agent who offered me a 40% discount on the Premier package for 6 months. I get to keep all my channels AND save over $40 a month. Now THAT is rewarding loyal customers with great service.

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#2 OFFLINE   Crimson

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Posted 11 November 2010 - 01:28 AM

CSR not authorized to downgrade customers? LOL.
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#3 ONLINE   hdtvfan0001

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Posted 11 November 2010 - 07:57 AM

CSR not authorized to downgrade customers? LOL.

Nothing new...

The point is to put an experienced senior CSR on the call to intelligently discuss all the options, which they have the authority to process changes that might include various credit incentives. It's called controlled account management, and all providers do it.
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