Japan customer service anecdote, with the retention department of an insurance company: “May I ask what caused you to think of canceling?” “We had a child.” “Congratulations!” “So we thought of increasing our coverage.” “A wise decision sir.” “And I found a new policy through X”
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Entire thing done with characteristic efficiency and not even the slightest hint of second guessing the decision, trying to cross-sell, etc.
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You might wonder “Why have a retention department if they don’t try to retain customers?” and the answer is probably “The call is very different if I present as confused, don’t sound sophisticated, need advice, or have a more complicated product than term life.”
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But if you call in with your policy number in hand and manage to exactly quote the name of the financial instrument they are perfectly willing to bucket you as Sensible Professional Whose Decisions We Enthusiastically Support.
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I won’t lie, I had “I’m moving to America do you legally couldn’t sell me a policy too bad so sad let’s cancel” at the ready because I thought I was going to need it, but happy I didn’t.
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End of conversation
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