When I worked at Converges, I was in the retention department as an agent before I went up to team lead. I had a customer calling in because his bill doubled and his services were shut off. He just wanted to disconnect his services. He wouldn't talk to anybody but his supervisor, so I took the call. I was really empathetic with him, told him I understand his frustrations. I was able to lower his bill as well as credit his account within the limits I was allowed to and he ended up staying with DirecTV. He actually signed a new contract with DirecTV.