I used to work for a telemarketing company as my first "real job". From the age of 16 - 19 (1990 - 93)I worked my way up to a training rep. I was a masterful telemarketer. Of course the dudes upstairs would always encourage us to say we are an "800 answering service". We worked for several companies as a clearing house for mail orders, account cancellations, seminar registrations and yes, we even called people at home during dinner hours to ask if they would be interested in a free hearing test provided by the makers of "Miracle Ear". And most of them could never hear me on the phone so I'd just hang up on the senior citizens after several "What's that sonny? Who is this? Why are you calling me?"
One of the things we were always trained to do was help people see that they didn't really want
to cancel their account, they just needed to be offered something special to stay. You know every company does it. So this guy tries to cancel his AOL account and the customer service rep is putting all that "friendly service" training to use by helping the customer realize what a pain in the tookis (sp?) it really is to cancel the AOL account. I actually remember cancelling an account with them like 8 years ago and having a similar situation. They really struggled with just cancelling the account.
Check out the link here.
Recent Comments