I worked for a cable company in customer retention. For those of you that don’t know, we were essentially the last line of defense to keep customers from terminating their account with us and going to another provider. Calls about improper account credits, discounts, too high of bills, late technicians, and more came our way if the customer threatened to close their account, so we had to be on our toes. Whatever we “lost” impacted our paychecks, as we worked for commission.
Forgive me, because this call happened about 6 years ago, so the details are a little fuzzy, but is still very memorable to me. It went something like this:
Me: Thank you for calling company name, my name is my name, how can I help you?
Customer: I want to cancel my service.
Me: I’m sorry to hear that. (I verify her account to make sure I’m talking to the account owner.) May I ask why you’re canceling?
Customer: I had my services installed a month ago and YOU’RE SPYING ON ME?
Me: I’m sorry, did you say we’re spying on you?
Customer: Yes. Your technician that came out to my house hid a camera and is recording me.
Me: WHAT?! (Now I’m kind of panicking.) First off, I’m so sorry about this, and I don’t blame you for wanting to cancel your service. Regardless, even though you want to cancel your account, I have some questions for you because this is a serious invasion of your privacy and I need to get to the bottom of it.
Customer: Just cancel my account.
Me: I can do that, but I need some information from you first. If we have a technician installing service and hiding cameras in customers houses, we need to know all the details, because that’s not acceptable. So I need to know, where is the camera? Did you see him hide it in your house.
Customer: Well, no. But I know you’re spying on me.
(At this point I’m thinking she’s just trying to get out of her contract and something isn’t right.)
Me: How do you know that the technician installed a camera to record you?
Customer: I can see myself on the TV.
Me: WHAT? You can see yourself on your TV?
Customer: Yes, I’m watching myself on the screen right now.
Me: Is your DVR box turned on?
Customer: Yes.
Me: What channel is it on?
Customer: I have it set to channel 11.
(I quickly grab the remote in the call center and change to channel 11. It’s a normal tv show.)
Me: I have a TV here, I changed it to channel 11, but I only see program name. There’s nothing showing on that show that resembles the inside of a house. Are you sure your DVR box is on?
Customer: Yes, but let me turn on my TV to check.
Me: Wait. Your TV isn’t turned on?
Customer: No. It isn’t even plugged in. I got scared when I saw you were recording me.
Me: But you can see yourself on the TV right now?
Customer: Yes.
Me: Ma’am, are you by chance in a bright room?
Customer: Yes.
Me: Ma’am, that’s your reflection.
Customer: No it isn’t.
Me: Can you try plugging in and turning on your TV?
Customer: Ok, but I still want to cancel my service.
Me: Ok, but can you still check for me? I want to make sure I have all the appropriate information to investigate the technician that installed your service.
Customer: Ok. The TV is on. Name of show I mentioned earlier is on right now.
Me: Can you see yourself?
Customer: No.
Me: Can you turn the TV off? Can you see yourself again now.
Customer: Yes.
Me: That appears to be your reflection doesn’t it.
Customer: Yeah. I think you may be right. So when will my service be cancelled?
Me: Whenever you’d like, but just so you know, there is a $230 dollar cancellation fee for breaking your contract.
Customer: Never mind then! (Hangs Up)
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