How NOT to run a customer service chat: case study with Sirius XM

Justin: Hi, my name is Justin, Thank you for contacting SiriusXM. How may I help you?
Justin: Hello Alan. How are you doing?
Alan Cordle: Hi Justin — my radio no longer works. I’d like to keep
Alan Cordle: my Internet only plan
Alan Cordle: but deactivate my radio and that plan: UW7LTxxx
Justin: I am sorry to hear that. Please give me a moment to access your account.
Justin: Can you please verify two of the following items to ensure I have accessed the correct account?
Account number:
Phone number:
Radio ID/ESN:
Email Address:
Alan Cordle: radio: UW7LTxxx
Alan Cordle:
Account Number:
1-1xx0626xxx
Justin: Thank you.
Alan Cordle: phone 503.249.xxxx
Justin: What is the issue with the radio?
Justin: Is it having any technical issue?
Alan Cordle: it no longer works at all. it is the 2nd one that has burned out
Justin: I am sorry to hear that.
Alan Cordle: Me too. I think they are poorly made. But I like the service, so if you would remove the radio and keep my Internet listening, I would appreciate it.
Justin: Alan, to cancel the account you need to call our listener care representative at 1-866-635-2349 .
Justin: I will make a note on the account about the our conversation.
Alan Cordle: Why did you not tell me that at the beginning?
Justin: I have to make a note on the account so that you do not have to go through the same process. They will check the notes and will understand the issue and assist you with cancellation and provide you all the other options.
Justin: Thank you for understanding.
Justin: Is there anything else I can do for you?
Alan Cordle: I don’t need other options. I would like my radio deactivated and to keep Internet only, as I said more than once. Why have a chat service if you’re going to make customers duplicate their effort and time?
Justin: Alan, I understand your concern and value your time. Once you contact the phone support it will not take much time as I have made a detail notes on the account.
Justin: This minimizes the time when you call, so without verification I could even make a note on your account.
Alan Cordle: As I am going to put this conversation on my blog, perhaps you could tell people what kinds of things the chat service can do for customers.
Justin: Sorry for the typo, I mean I could not even make notes on your account without verification.
Justin: I will surely provide your feedback to our next level department.
Justin: Is there anything else I can do for you?
Alan Cordle: Yes. I am still curious about the purpose of siriusxm chat.
Justin: Alan, customers feedback is always counted and I will definitely provide your valuable feedback to our next level department and they will surely think about your concern as well.
Alan Cordle: Um. Thanks?
Justin: You are welcome.
Alan Cordle: Goodbye.
Justin: Bye and take care.
Justin: I hope that I have answered all of your questions. Thank you for contacting SiriusXM and have a nice day.
Alan Cordle: You have not. You too.
Justin has disconnected.