The recent Telkom ADSL-unsubscribe problem has once again thrust customer experience into the spotlight. Specifically, it illustrates how not to treat customers who want to cancel their services. Telkom isn’t the exception; many companies have been there. A client wants to end the relationship and is on the final call – they are leaving and taking their cash with them. But even if the relationship is beyond immediate repair, it mustn’t result in a horrible experience for the client. Many companies don’t pay heed to this, harsh words are spoken, and the relationship ends, forever. For the customer this affirms their decision to leave, and they do so with a sour taste in the mouth – which is often rinsed on social media. It need not be this way. To negate a bad departure experience, companies need to consider two important aspects. First, the cancellation experience itself, and second, fixing the underlying problems. Make the departure less painful Telkom’s cancellation process for AD...

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