6/26/2008 10:41:00 AM
Networks up efforts to retain customers looking to leave
Networks have stepped up their efforts to cling on to existing customers before their two-day window of opportunity is reduced to two hours.
All of the operators are increasingly asking customers what it will take to keep them from moving.
T-Mobile used to let customers cancel a contract by letter, but now demands that they call T-Mobile’s retention team in order to be given their PAC (the number needed to switch networks).
T-Mobile’s ‘Connect’ bulletin, circulated in June, told dealers: ‘We can no longer accept written disconnections so please advise customers to call the loyalty team directly...’