[Iceman_2K]

I have to say the same thing: having worked at the Telus Mobility Call center before, I wouldn't automatically have sent you to the Retention Queue. The calls are recorded for Q/A and if a customer didn't have the criteria to be sent to the Retention Queue and they were sent there, it works against the CSR on the phone. L&R is supposed to be the last resort to prevent a customer from CHURNing, not a dumping ground for clients that CRS's don't want to deal with. What you SHOULD do, if you REALLY want to talk to L&R, is to say that you have already spoken to L&R, that you were told to call back and bypass the normal queue, and that you want a direct transfer to L&R and don't need a warm transfer. When the CSR says your account doesn't have any notes pertaining to this, tell them that you just got off the phone with them about 5 mins ago, and the L&R person probably hasn't had time to put the notes in.