Threaten Your Customers With Legal Action; That'll Make Them Feel Valued And Want To Renew
We're all familiar with the scene. You're stuck on the end of the phone, to yet another call centre, you're on hold due to "significantly high call volume", you're paying premium rate for the privilege of being on hold and a disembodied voice interrupts the on hold musak to say "your call is important to us, please continue to hold".
Well, obviously not that important, because if it was that important than there'd actually be someone to answer the phone. Add into the mix that it's way outside of normal peak hours and you realise that "significantly high call volume" really means "we've only employed two people, one of them is on holiday and the other is taking their only toilet break of the day".
So far, so familiar. The curse of the non specific, applies to everyone, on hold experience. But oddly nowhere near as bad as when the non-specific, applies to everyone approach transfers to email and a company threatens to sue you if you don't renew.