Cincinnati Bell hates phone books and recently asked Ohio to let them kill their White Pages. Ohio’s Public Utilities Commission, also haters of the ever-wasteful and often useless White Pages, agreed. Now Cincinnati residents won’t get a phone book unless they specially request one. We’re no fans of the White Pages, but the deal isn’t as consumer-friendly as it looks.
I just got a wireless bill from Cincinnati Bell with $180 worth of overages. Thanks to several of the articles I’ve read on your site, I felt confident that I would be able to get them waived. And I did. The one thing I did that I probably wouldn’t have done without your site was when the rep I was speaking with said that she “didn’t have the power” to grant my request (I wanted all of my overages waived if I upgraded my account), I didn’t lose my cool or get upset but calmly asked to talk to her supervisor. Her supervisor offered me what I wanted without ever having to ask! One hundred and eighty, thanks.
That’s the way to do it. If the customer service rep says they “don’t have the power,” then you just simply ask to be put in touch with someone who does. Remaining cool, calm and professional, you escalate to someone with decision-making powers. Also note his successful negotiation tactic…