My approach is different, because I just want to give an impression to the CSR that I know what I am doing and all I want is a good deal and don't waste my time.
There is no more retention department anymore. Basically any CSR have the authority to offer retention if you ask nicely and give your reasons. It is really nothing new to them that people wants the best deal. Please bear in mind that Fido is a business, not charity, if you help them do their job, they will help you in return; but please don't blindly demanding retention plans w/o doing some research on your end - check other companies and see their offerings. If you have corporate plans, use that too during the bargaining process.
You can call 6 months prior to expire, but it really adds whatever years on the reminder of the current contract.
I typically will start telling them that my contract is up and I want to see what is their current retention offerings and if they could do better than what I have now. Sometimes, they might have new plans that are better; not neccessary all the time, just like my case, where mine old plan cannot go any lower.
The CSR will probably haggle with you for a bit, but they ultimately wanted a longer contract - 2 years minimum, 3 years preferred. I started out with wanting a 2 years contract.. and ended up closing the deal with 3 years contracts when they give me 1GB data + 100 extra min for $20 together (reg is $40) plus the old plan that I have (total $53 after tax).
Worst comes to worst, you can always end the call nicely by telling the CSR that you are going to think about it and call again to bargain at another time. Do not give in on the first call if no good deal is negotiated.
Philip |
發表於 2011-6-3 21:52
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