Here’s the good part, straight from the wonderful ladder rung of middle management:
“As you can see, withholding our highest level of service from even one member is all it takes to damage the trust and credibility you have worked so hard to earn. With all of the safeguards we have in place:
- recording and monitoring of member interactions
- our Keep it Real policy, which details our standards of professionalism and ethical behavior
- and Third Party Verification, an industry-first initiative to guarantee quality in every single retention call Any attempt to circumvent our member promise is a violation of our practices, and we maintain a zero tolerance policy for non-compliance.”
Yes, that’s correct. A Keep it Real policy. Maybe that was the problem during Vinny Ferrari’s cancellation call. They should take some tips from Chappelle’s Show.
