Cancellation

Choose the correct examples of cancellation triggers

• Asking for or asking to change their PIN

• States that they're dissatisfied with service

• Asking for their account #

• Pays full EIP balance off early

Gene is calling on behalf of her husband who is the BRP to cancel a line. The expert should cancel the line once the Save Offer Guide has been exhausted.

• True

• False

The expert should process a port out request once the save offer guide has been exhausted.

• True

• False

The customer wanted to cancel the line because the service charge is too high. Provide the best response we can provide.

• I am sorry to hear that. We can go ahead and have the line cancelled effective on the end of your cycle.

• I feel where your coming from. Let me check why the bill is high. Then we can check for plans and services that is suitable to your needs.

• You will be charge for the remaining EIP balance on your account if you cancel the line now.

• This is the lowest rate we can offer. I can go ahead and provide an adjustment to lower this month's bill.

Which of the following should the expert exhibit if the customer is requesting to cancel their service.

• Listen to the customer’s past experience with T-Mobile and show genuine care

• Empathize with the customer’s situation

• Reflect the customer’s words and feelings to let them know they have been heard

• Appreciate the customer, recognize their tenure and acknowledge stated efforts

Provide the best resolution for the call scenario: The customer was advised that the line will be cancelled on the end of the billing cycle but the previous expert failed to process the request.

• I can have the call referred to the expert you spoke to the first time for him to cancel the line.

• I can go ahead and cancel it now. I am sorry for the inconvenience.

• Allow me to review the account and cancel the account if necessary. I am sorry if this is not done. May I know why we requested to cancel the line previously?

• Let me cancel the line and I will give you a $10 credit as a courtesy for the previous expert's mistake.

Provide the best response to the call scenario: I will transfer by business with AT&T

• Go ahead and transfer.

• That's the last thing that we want to happen John. Please let me know what I can do to keep you as a customer?

• I am sorry to hear that. May I know the reason why you want to cancel the service?

• That's what they all say.

Provide the best response for the call scenario: A store expert is calling to cancel a voice line on behalf of the customer.

• Ask the reason for cancellation then cancel the line.

• Ask for the reason for cancellation and ask if the customer is at the store. Offer to talk to the customer and probe for the cancellation reason.

• Advise the store to contact their manager and cancel the line.

• Offer to change the line from voice to MI line to save the number from being cancelled.

Choose the correct c2 document to use as guide for the probing questions and offers available for a customer who is requesting to cancel their service.

• DOC-416175

• DOC-422745

• DOC-423781

• DOC-415664

What are the service benefits we can advise if the customer is threatening to cancel due to device issues. Choose applicable services from the options below.

• JUMP Upgrades

• JUMP On Demand Lease upgrades

• Smartpicks

• Certified Pre-Owned

• Device Trade In Program