April 27 2010 by Ellen Roseman
I switched to Rogers home phone on April 20. Bell called on April 26 — yes, less than a week later — asking me to return.
The telemarketer called during dinner and ignored hints it was a bad time to talk. He asked what it would take to win me back.
I said, “If you made this call before I left, I might have listened and might have stayed. It’s too late now.”
I switched because I could save a lot of money consolidating with Rogers. An added perk: When our phone rings, we can see the caller’s name on our TV screen. That’s cool.
Bell hates to lose customers and calls non-stop to win them back. This also happened when we switched our long-distance to Yak. Another benefit of going to Rogers: Long-distance minutes are included.
Bell has a sales culture gone wild. It puts its interests ahead of your interests. It doesn’t understand customer service, despite endless talk about improving it.
Some companies are making progress. Best Buy gives refunds on a product (a Sony game card) that was previously non-refundable. Canadian Tire wants to fix its refund policy too.
See the stories below and be thankful for firms that want to beef up customer service and not just pay lip service to it.