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What's the Deal: Negotiating with a customer retention rep often yields best results

Taking complaints to the customer service department might not be the best first step, one expert says.

INDIANAPOLIS — Often, when we call to complain about the price of a subscription, we reach out to the customer service department.

There's a better option.

A professional negotiator told 13News it's better to call the cancellation or retention department instead. They're the people with the power.

Use the word "cancel" and be prepared with details of a competing offer.

But, as in all negotiations, be prepared to walk away in a worst case scenario.

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