Servicing Customer Service

This evening I have cancelled two credit cards and got my cable bill cut in half, and I have had some observations about customer service calls. First, my cable bill. I had been paying $35 for cable under a promotion. My latest bill was for $64 ... too much for cable. So I called first to ask about canceling the account and got little interest. Then I called back and got a more interested person on the phone. She immediately asked me why I wanted to cancel the service and we had about a ten minute conversation about how much the service should be worth and how it was a quality service. Then she suggested that I take some time to think about closing the account as they extended the promotional rate for another 6 months. Hmmm... interesting how these rates are so negotiable.

After getting a new credit card in the last month, my two new cards have become obsolete, thus I have decided to close the accounts and low my available credit line. In both cases, I was quickly transfer to a "specialist" who is obviously meant to charm you into staying. My first call, they offered to cut my rate in half, and I have to admit a 18% to 9% rate change actually made me consider keeping my card, but inevitably I did not. My second card, the "specialist" was eager to start me on a new better card with a rate of 13%, same as my new card. I explained how that rate was inferior to new rate and he even offered a rate just about 10%.

In my negotiations, I couldn't help but wonder about the people who pay all the interest that they may not have to if they just gave the company a call and argued more or less that competition has given the consumer the upper hand, and show that he or she is willing to use it.