Originally Posted by Baz:
Thanks for the heads up EC...as a Sky customer I would like to hear that , so will catch it on Iplayer
I think what it is is that when a customer wishes to leave they are sent through to 'retentions' and their job is to keep the customer at almost any cost, usually via big discounts.
One lady told a story of how she said that she would like to cancel 9 times in 45 mins, yes 45 mins.
This fella from Sky tried to say that they don't have a script, but he did say something that I found interesting, they incentivise staff to give a good service - not too difficult to see how that works as he also said they get paid less if they don't give 'good service'