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Understand that most representatives will offer you what they have available at the time.

Sometimes a simple pause can provide a more generous offer so they can chalk up another satisfied customer.

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Don’t go all TV and make them wait 30 seconds at a time, but use a pause to show dissatisfaction or make them sweat a little. Agents are timed on their calls and need to get your call serviced quickly and onto another. Use pauses carefully as you do want to respect the AT&T customer service agent’s time.Never be afraid to ask for more as these companies are never afraid to take more.

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As long as you are flexible and fair, you can always ask for more, or a free feature for a few months, or some other benefit depending on the goals you set earlier.

Don’t be afraid to ask for more if you’re not happy with what the AT&T retention agent comes back with.

Ask questions such as “Is there anything you can do to help me lower my bill?”Ĥ Tips For Dealing With Customer Retention.

This is when the customer service agents are likely to be overwhelmed with calls, which will make them less attentive to and proactive about meeting your requests.

Do not call on Mondays, Fridays, or first thing in the morning.

Give the customer care agent time and space to respond to your requests.

Be reasonable (i.e., don’t demand too much).

Be calm (this goes along with being firm in a productive way).

ALWAYS be polite as there’s no benefit at all to being rude.

The Do’s and Don’ts Of Dealing With Customer Service Agents

Ask them what they can do for you to keep you as a customer. Most importantly, don’t tell them you want them to match another company or tell them right away what you want. Have your list to hand and make sure to call from a quiet place where you won’t be disturbed. Once you are prepared, it’s time to make the call. Do you want a lower monthly bill or more features? Both? Want faster speeds or a bigger data cap? Both? Knowing in advance what you want will help stop you from being fobbed off with something you didn’t ask for. Identify Your Goalįinally, identify your goal in making the call. Understand what you are currently paying for as well as what you want to pay for. Some of your current features could’ve been changed or replaced completely. To get a discount on your service, you need to know how much you’re paying, what features add to that cost, what features you use, and what you could do without. You need to present your evidence by showing you can get a better deal elsewhere at a lower price or with more features. There is no point talking to a retention agent demanding a discount and that’s it. To get a discount, you need quantifiable data to support your case. “You know, Telco X offered me the same level of service you’re offering but for $10 a month less” is a powerful bargaining chip. Keep that list handy for when making the call. Copy or write down prices and know who is offering what. Compare like for like services from across all companies who offer the same service in your area.

When your installment plan is about to expire meaning your phone is paid off, shop around for other deals. With more competition for fewer customers, companies are working harder to keep you on their books. Since the level of competition between phone companies is incredibly massive, some companies have chosen to focus on retaining their existing customers rather than just relying on new revenue. Although in some cases (like wanting free phones) this still holds true, some things have changed. If you canceled, there were plenty of more people coming in the door to get service they didn’t need you. Older readers may remember a time when the phone company didn’t care if you were a customer or not. Whether you’re calling the AT&T retention department or some other company that you do business with, these tips will come in handy.

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In this article, I’m going to tell you how to talk to retention departments and get the best deal possible, keeping in mind that they have incentives to keep you as a customer. If you call AT&T in a heated mood and demand to have your account canceled, your call will quickly be routed to a retention specialist whose job it is to calm you down, move you back to being satisfied with their services, and keep you as a customer.

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