I can tell you that if you listen closely, even to those PITAs,
sometimes you learn things you need to know. It may be that someone is
doing things to that sector that are killing service quality for your
PITA customer. I try hard to give the average PITA the benefit of the
doubt as long as I can. Sometimes I learn things I need to know about my
own network.
Truth is we all get some of these PITAs, though, that seem to be devoid
of logic, tact and common sense and I think most of us are probably all
doing the same things with small exceptions when it comes to firing the
bad customer. I try to let them go as amicably as I can. It makes it
harder for the PITA to try to paint you as a jerk to others if you are
professional and courteous in all your correspondence with them.
Occasionally the PITA becomes a faithful and loyal supporter of your
company if you can actually eliminate all their concerns. It is rare but
they will bring you countless customers if you get past all their issues.
Like others here I am sure, I have to say there is something cathartic
about the feeling of knowing you gave them their walking papers after
you did all you could to please them. I know my staff wants to throw a
party when some of the PITAs leave. :-)
Scriv
Jack Unger wrote:
Ryan,
Here's one strategy for you to consider for the PITA customer.
jack
********************************************************************************************************************************************************************
"Dear Mr. (Mrs.) xxyyzz,
Thank you for your telephone call yesterday. I'm sorry that our
service did not live up to your expectations. I believe that your
needs would be better served if you ordered Internet service from
another Internet Service Provider. Accordingly, we will terminate your
service 30 days from today on <month, day> unless you advise us of an
earlier date. We will stop by to pick up our equipment on <month, day>
unless you advise us of an earlier date. Thank you again for the
opportunity to serve you and best of luck with your new service provider.
Best Regards,
<your name>
**********************************************************************************************************************************************************
D. Ryan Spott wrote:
I am looking for advice and examples of what to do with PITA customers.
I have a few that are just shy of abusive on the phone.
Do you read them the riot act? Do you turn them off? Do you collect
an early
termination fee?
Share your stories or policies.
Thanks!
ryan
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