actually you're right to a point, but he still didn't need to justify his request to cancel, so maybe a more accurate assessment might be that he gave the CSR a chance to show his true colors, and the CSR did. Remember, he only got on the line after his wife got frustrated after 10 minutes of trying to execute a simple request.
When i quit earthlink back in the days of dial up connections and DSL was in the area but earthlink didn't have it and couldn't give me a time window for when they would, the rep actually got angry with me when i indicated i wanted to terminate. Sorry, but i thought my obligations to a carrier were satisfied when i paid my bill - didn't realize i owed them a period of loyalty & servitude as well.
When i quit verizon for comcast, i noticed a similiar pissed off / irritated attitude from the CSR, but not as outragious as the earthlink CSR but this comcast CSR seems to have set a new standard.
I suspect (keyword there) that the problem starts up higher on the management food chain - ie, management has no other way to motivate their CSR reps to putting their best effort in dissuading a customer from terminating, so they do it by quotas - ie more than "x" number of terminations a month and they review the CSR's performance negatively with possible termination of employment. The CSR, being in a no win situation feels trememdous pressure and frustration, after all, the customer is terminating over no fault of the CSR but rather of the company's failings, whether in customer service, actual line service or whatever. But the CSR, as nothing more than a phone operator, is held accountable.
I'm sure management is aware of these types of responses only because i wouldn't have experienced it twice between two different companies and now to read about it at a third, that's too common a response for a CSR to take it personal unless there's some sort of negative pressure on them to not "allow" a customer to terminate svc.
'A good police force is one which catches more crooks than it employs.' quote, Sir Robert Mark, Commissioner of the Metropolitan Police UK
Last edited by larryccf; 07-15-2014 at 06:44 AM.