The Rabid Paladin

Here are some tips if you have customers who want to cancel their account:
• If you can sign-up online, you should be able to cancel online. Period.
• Voice recognition may be cool to you, but speaking to a computer is less fun to your customers than you’d think, and repeating themselves to one is infuriating.
• A cancelling customer does not need to be cajoled into staying or find themselves speaking with somebody explaining why their reasons for cancelling are bad ones.
• A cancelling customer complaining about billing irregularities from a three-month free offer isn’t going to respond well to another three-month free offer.
• A cancelling customer who has been on hold for fifteen minutes and transferred three times should not be hung-up on by a faint voice with an Indian accent saying “Is anybody there?”
• A customer who cancelled because the note on the account that said they should receive three free months wasn’t applied should not receive a call from a collection agency the following Saturday morning demanding payment for those three months.
• If your collection agency is going to call on a Saturday morning to demand payment for bogus account charges, your customer should probably not find they can only take care of the bogus charges during business hours EST.