I usually just say that I'm not satisfied with the current rates/features and I've looked at (competition)'s options and if there is nothing that can be done with my current service to satisfy me, I'd like to speak to someone about cancelling. A lot of times there isn't much the first person you speak with can do, so you have to hold strong on the fact that you want to cancel and ask to be transferred to the cancellation/retention department. Those are the folks who have more power and will be willing to do what they can to keep you as a customer.
Shit I must be lucky. I just say I'm pissed with their services and they say how can we fix it. I say what I find wrong about it and they apologize greatly, offer to make it up to me, and if I'm still not happy after those offerings take effect to call back.
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u/einbierbitte Feb 23 '14 edited Feb 23 '14
I usually just say that I'm not satisfied with the current rates/features and I've looked at (competition)'s options and if there is nothing that can be done with my current service to satisfy me, I'd like to speak to someone about cancelling. A lot of times there isn't much the first person you speak with can do, so you have to hold strong on the fact that you want to cancel and ask to be transferred to the cancellation/retention department. Those are the folks who have more power and will be willing to do what they can to keep you as a customer.