Another one...

[cyrillicguy]

Just remembered something, thought I'd share.

Had this Refresh contract and paid off the Device Plan. So, thought to chance my arm and see if O2 offers me some better deal compared to what I've already had.

So, here I'm getting in touch with the Upgrade Team. I'm explaining that I don't need a new phone just trying to explore my options. Told them that in terms of my tariff allowances I was quite happy with what I had.

What would you do if you were in a place of the Upgrade Team (or Retentions was it, or whatever it was)?

I know what I would do:

1) See what tariff the customer is on and what he is paying (including any possible discounts).

2) See if I can offer him a better value for money (say, an additional discount on his tariff or an increase of his allowances for the same price).

3) If can't offer him any better deal, I'd just say that. That would probably be the end of our conversation.

Would I start quoting him tariffs which are clearly worse than what the customer already has? I mean, say the customer is paying £X for what effectively is a rolling monthly contract with 5GB of data & unltd mins/texts. Would I offer him to switch on the 4GB unltd mins/txts 12 months sim only which would cost him £X+£Y?

Would I buck!

Ok, what i might say is "Sorry, I can't offer you any deal which would be better comparing to what you've already got considering that you're happy to stay within the same allowances. I could certainly quote you a few tariffs we've got on offer just now but they all are all worse in terms of the value for money compared to the deal that you're on now. It's up to yourself though".

But that's what the O2 guy did - running through all the tariffs with me despite the fact that he could clearly see that they represent the poor value compared to my existing deal!

Is the common sense out of the trends these days or what?

[gindygoo]

Hah, although the inconsistencies are vast with retentions as we've seen here all the time!

[jonsie]

He was probably being monitored for performance either by recording the call or being listened to by his manager for monthly appraisal. Or he honestly couldn't see why you wouldn't be interested in getting less than you already have for your money. Either way, a strange experience.