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Unit 1 Case Study Consolidated Communication

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Unit 1 Case Study Consolidated Communication
For this assignment I contacted Consolidated Communications to negotiate a credit for the 12 days we were left without internet or cable service.
A. How did you prepare for this negotiation in advance?
I reviewed all of my notes from the service outages we have experienced in the past 6 months. On the last outage a customer service manager was supposed to get back to me discuss the problems I was having with my service. I never heard from the customer service manager and was going to probably let it go. This is assignment has pushed me to call the customer service rep back.
B. What was your strategy going into the negotiation? Why?
My strategy was to ask directly for the customer service manager to discuss the situation. I would …show more content…
The customer service representative tried very hard to get me to discuss my situation with them. I thanked them for their initiative to help but continued to request to speak to a manager. I waited on hold for around 4 minutes, when the manager got on the phone, John responded by asking me a few security questions about my account and then said, “Mrs. Lamping how may I help you. …show more content…
I said I had over 12 complaint confirmation numbers written down for the service issues. I asked the manager to confirm that he saw these records associated with my account. There was a pause for what seemed like 5 minutes but in reality it was probably only 30 seconds. John apologized and noted that these issues were documented with my account. The problems that seemed to be associated with my account have been resolved and I should not see these issues again. I thanked John for the information and said that I have been waiting for a manager to call me back regarding these issues. I wanted to know if that was documented on the last call. John put me on hold again for a few minutes and when he came back he did not see this documented on my account. I gave him the claim number and said that at the end of my last call the customer service rep claimed the manager was busy and it would be 15 minutes or so to wait. They gave the option of holding or having the manager call me
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