Customer Chat Transcript

One of the things on our list while visiting mom was to have a look at her phone/internet/cable pricing.  She lives in a pretty rural area, so has has to have two different companies.  While surfing the companies website we found that they had an online chat feature with customer service.  I hopped on, and pretended to be my mom.

Within about 10 minutes I got my mom a pretty decent discount on her cable and internet services.  Next up...the phone company.

Here is the conversation, feel free to try it out with your company and let me know if this transcript helped you negotiate a successful discount:

Customer Chat Transcript

Please wait while we find an agent to assist you...

You have been connected to Ryan.

Ryan:  Thank you for contacting Phone Company Name, my name is Ryan, and I will be assisting you today, how may I help you?

Jessie’s Mom:  I currently pay just under $100 for tv and internet, however; A Different Phone Company Name offers both of theses, as well as phone for about the same price

Jessie’s Mom:  is there anything you can do to be competitive with them?

Ryan:  I am just checking into the promotions available

Jessie’s Mom:  perfect, thank you

Ryan:  I am sorry, however we do not currently have any promotions that I can update to your account for you.

Jessie’s Mom:  So, you would rather I cancel and move all services to A Different Phone Company Name?

Jessie’s Mom:  I am surprised that you have no other options

Ryan:  If you would like I can get you in contact with our Resolve department to speak about the possibility of cancelling and look into further options for you.

Jessie’s Mom:  thank you

Ryan has left the session.

Please wait while we find an agent from the Resolve department to assist you.

You have been connected to Andrew.

Jessie’s Mom:  Hi Andrew

Jessie’s Mom:  Ryan passed me on to you

Jessie’s Mom:  I am looking for some help on my pricing

Andrew:  hello, I will do my best to help you out.

Jessie’s Mom:  Thank you

Andrew:  no problem. please give me a few seconds, and I will access your acct so to see what i can do.

Jessie’s Mom:  thank you

Andrew:  you currently have a watch and surf bundle with us, and you pay $90.10/mth ... is this correct?

Jessie’s Mom:  It's currently $97.01 plus tax

Jessie’s Mom:  i think

Andrew:  i see. i checked your bill, and the services are $90.10 (plus tax), but what i can do is add a loyalty discount (of 20%) lowering your bill, before taxes, to $72.08/mth (plus tax), if you're interested.

Jessie’s Mom:  that seems very reasonable to me - I appreciate your efforts

Andrew:  that's a monthly savings of $18.02, and i can do this for the next 12 months - an overall savings of $216.24.

Jessie’s Mom:  excellent

Andrew:  would you like me to add this to your account?

Jessie’s Mom:  yes please

Andrew:  just give me one minute, and i'll make sure it gets done for you.

Jessie’s Mom:  thank you

Andrew:  it's complete. you're future bills will be $72.08 ($80.73 - taxes in).

Jessie’s Mom:  thank you very much

Jessie’s Mom:  i appreciate your time

Andrew:  is there anything further i can help you with?

Jessie’s Mom:  No, thank you

Andrew:  it was my pleasure, thank you for contacting Phone Company Name.