![]() This is why I had mentioned asking the rep who picks up your transferred call to check if you are talking to someone in the retention department. They cannot offer the kinds of promotions that the retention department can because it is not their responsibility to retain customers to their services. They don’t have much leeway in adjusting your bills since they are more responsible for the payout that Spectrum receives from you. The billing department deals with customer support issues related to billing or payments. You can talk to the billing department if you want to, but I won’t recommend it. Why You Should Stay Away From The Billing Department If you feel you’re going nowhere with the billing department, you can ask them to transfer you to the retention department. Showing that you are considerate and are coming in with requests that sound reasonable can help you get your issue fixed faster. Remember to be polite but firm when talking to any customer service representative the person on the other side is also human. If your issue with Spectrum is billing-related, you can talk to them about the issue that you are having and see if they can do anything about it. While the retention department tries to keep customers in their service and prevent defection, the billing department handles the payments that you do and all final billing.įor any billing-related issues, the rep who initially picks up the phone will transfer the call to the billing department. Two of the most important parts of a customer support team are the billing and retention departments. Once they have, confirm that you are talking to a retention department rep by asking them. If you had called in for a service-related issue, asking for the retention department can get your issue escalated up the priority chain faster.īut, just like any other company, getting through to Spectrum’s retention department is not possible by dialing a certain number.Ĭall Spectrum’s regular support team and ask them to transfer you to the retention department. If you’ve been with the service for a long time, they also offer loyalty programs that include discounts or extra credit on your account. The retention department is one of the only departments in the customer support team that’s pretty unrestricted when it comes to giving promotions or discounts.Ĭompanies have understood that the best way to keep you on their service or products would be to offer attractive promotions and other incentives. ![]() It’s faster to retain you as well, and as a result, saves the company a whole lot of money. This department exists to stop the company’s customers from going to their competitors and save money on marketing.Īdding you to a service or subscription is always more expensive to the company than keeping you on their service, so they have the headroom to give you promotions and discounts to keep you on their service.Ĭompanies need to spend less money trying to convert you into other services that they offer than trying to get new users on their newest services or products. Most customer support teams, especially for services like TV and internet, have a smaller dedicated team to retain customers that want to discontinue services. Read on to know how to formulate the perfect plan to get your bill lowered, and any hidden fees waived, as well as why companies like Spectrum have a customer retention department. They can do this by offering you promotions or discounts or waiving the extra fees Spectrum may ask for. Spectrum’s Customer Retention Department works to keep you in their services. ![]() This guide results from the extensive research that I had done from many user forums and by actually calling up their retention department.Īfter reading this article, you’ll know what Spectrum’s retention department is and how they operate. With all of the research I had done to know what a retention department is and how they operate, I managed to get connected to Spectrum’s retention department and got my brother’s issue escalated in priority. I had known of retention departments before: I had dealt with them before, so I had a good idea of how to fix his issue or at least get it escalated enough for Spectrum to treat it as a priority. It didn’t even take two months for him to start having issues with his internet bill he was seemingly charged for more than he owed.Īfter quite a few back-and-forth calls between him and Spectrum’s customer support, the issue he was having still hadn’t been fixed that’s when he called me up to help him. My brother, who lives across town, had signed up for a Spectrum internet plan a while back. As an Amazon Associate, I earn from qualifying purchases. When you buy through links on my blog, I may earn an affiliate commission. ![]()
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