How to Deal With the Sprint Retention Desk
Sprint customers have an opportunity to speak with retention desk representatives to cancel their accounts or to ask for upgrades and bill adjustments. Problems with your Sprint account can be managed by keeping track of issues, calling customer service representatives to place notes on your account and providing a relevant reason to discontinue the services. Review the Terms of Service Agreement for details regarding how to upgrade or ask for adjustments to your account.
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Instructions
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Set a call recorder on your phone to note the conversation for future reference. After speaking with the automated system, ask for a customer representative to discuss the cancellation of your account. Inform the representative that you are recording the conversation before you begin. Provide the necessary information to confirm your identity.
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State your issue immediately. Describe unsatisfactory events by identifying dates, notes on your account and unresolved requests for improvements. Remain courteous and listen and respond to questions customer representatives may ask. Answer questions honestly and control your emotions for effective discussions regarding your evaluation of Sprint services.
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Ask to speak with a supervisor if the initial discussion is unsuccessful. Inform the supervisor of your intentions to cancel services or reiterate your concerns regarding your contract. Decline personal upgrades or account adjustments if the supervisor cannot provide a solution to your issue. Use a direct approach, but remain firm in your expectations with account representatives. Reference highlighted aspects of Terms of Service Agreement to make your position understood and acknowledges aspects of the agreement that allow changes given to customers upon request.
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Ask the customer representative any questions you may have pertaining to the cancellation expenses, time it takes to complete the change and how the remaining costs can be paid. Provide payment information if requested, or ask that the bill is sent to your home after your service is cancelled. Continue recording the conversation to keep track of the cancellation request, decline in upgrades and phone etiquette. Reiterate that the call is being recorded then ask if there is anything required of you before ending the conversation. If not, thank the customer representatives for his or her time and hang up. Save the call record to your computer or other storage device.
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Tips & Warnings
Keep records of conversations with customer representatives.
Pay the remaining balance of the account once you receive the bill.
Do not record a conversation without informing the company of your intentions.
References
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