I agree with you Veilfore, reps should value the customers more, but if someone calls in and demands you do something or cancel their account I can understand how some reps would want to go ahead and just cancel them. Like I said above when I was a rep I followed policy, someone wants to cancel then try to get to the underlying issue and get it resolved (save the customer), and I still do this (when they have valid problems or complaints), but when someone calls in and demands I do something for them (credit/free phone) or they are going to cancel and they already have had 500$ worth of adjustments and only been with us for 6 months, I dont feel so bad ending their account.
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