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Operations Data Management Consultant
Director of Sales and Marketing
Customer Care Operations Manager
VP, Product and Segment Marketing
Promotions & Incentives
We heard from a member in the UK who received several offers from a telephone company offering high-speed internet access at a special introductory price for a limited period. When our member called the company’s contact center to sign up she was told it would not be available in her area for several months. She was frustrated with this as she was sold on the idea now and the offer was very attractive. Unfortunately for her the offer will end before she the telephone company gets round to her area. Naturally she asked the agent if they would honor the promotion, as it’s not her fault she can’t have it. Sadly, the agent did not know and now our member has to wait for the telephone company to come back to her. I wonder how many other calls were about the same thing? Our tip is be prepared for promotions and, if you can’t meet customers’ expectations, be aware of the frustration this may cause and have a back-up plan – at least the agent should know what to say in this type of situation!