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September 25, 2009

CRM Rule #1: Don't blame the customer for your decisions or mistakes

 

I have been using AT&T CallVantage VOIP for a couple of years now, and I really liked their service. Unfortunately AT&T decided to shut down this service. I'm not sure why. But here are some clues:

"Based on our continued focus to deliver the best possible products and services to our customers and to focus our efforts and investments on new technologies, we are no longer offering AT&T CallVantage Service. All of our current residential and business customer accounts will be retired by end of year 2009. Customers are currently being given the opportunity to migrate to another AT&T service, transfer to another service provider, or disconnect service completely."

 

"We are focusing our efforts and investments on developing and enhancing our new technologies. While we understand that it may be an inconvenience to transfer services, we are focusing our efforts on making the transition as smooth as possible for customers."

 

"In April, AT&T CallVantage customers began to receive several notifications informing them that AT&T CallVantage Service is being discontinued and urging them to explore other AT&T service alternatives. If a customer fails to take action, we will continue to reach out to the customer to make sure they are aware of their options to transfer services." *

Until now, AT&T has been doing a great job of sending letters warning me to port my numbers before they shut down CV. I don't want to lose my phone numbers, so I've been looking into my options for porting and using these numbers. I'm going to miss CV: their customer service has been pretty good, and the VOIP service has been excellent.

 

Today I received an email notice that they ported one of my lines. What I don't understand is why they decided to blame me for deciding to cancel the service.

 

CRM Rule #1: Don't blame the customer for your decisions or mistakes 

-----Original Message-----

From: AT&T CallVantage Service [mailto:CustomerNotifications@maillennium.att.com]

Sent: Friday, September 25, 2009 12:02 PM

To: xxxxxxxxxxx

Subject: AT&T CallVantage Service Disconnect Order Confirmation for (999) 999-9999

 

As requested on 09/25/2009, AT&T CallVantage (R) Service is in the process of disconnecting your 2nd Line service. You will not be able to place or receive calls using the AT&T CallVantage Service on your 2nd Line. If you have not done so already, you should immediately arrange for service with an alternate phone service provider.

 

If you have any questions or concerns simply visit https://www.callvantage.att.com/help. We are sorry you decided to cancel this additional line, but want to thank you again for being a AT&T CallVantage Service customer.

 

Sincerely,

 

AT&T CallVantage Service Team

Hey it wasn't my decision! I was a happy customer. I think this letter could have been a little nicer. Simple CRM rules can help make it better.

 

Keywords & tags: AT&T shutting down CallVantage VOIP service

* Links:

http://www.callvantage.att.com/disconnect

http://www.cnbc.com/id/30346565/for/cnbc/

http://www.networkworld.com/newsletters/converg/2008/082508converge1.html?t51hb

http://en.wikipedia.org/wiki/AT%26T_CallVantage

https://www.callvantage.att.com/help/genfaqs/disconnect_why.htm

 

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