Complete Recovery EQ DAY 4

What does it mean if the account shows you "ACTIVE DOWNGRADE ACCOUNT"?

• Customer disconnect the services. 

• Customer didn't pay for the services.

• Customer has services active. Upgraded or downgraded services.

• Customer never had the services.

For the Active Downgrade Accounts, what do we do?

• Win a promise to restart the service.

• We would have to

  look for the equipment that it is no longer in use and

  guarantee ourselves a PROMISE.

• We need to send always the container box.

• We need to refer the customer to cust svc.

If the customer had two

pieces of equipment.

1°: Active.

2°: Disconnected

What we have to do?

• We would need to refer the customer to customer service.

• Let them know they would need to return the

  equipment that it is no longer in use.

• Set up an appointment with the technician.

• Give the options to self installation. 

If the customer only has one piece of equipment, and it

is currently active. What do we have to do?

• Verified the account.

• Make sure to

  check the SN or MAC ID.

• Ask proving questions to the customers.

• All Above.

For what client do you have "ACTIVE DOWNGRADE ACCOUNTS"

• Comcast Xfinity

• Cox

• Spectrum

• First Party

If you've verified the costumer, also verified SN or MAC ID because the EQ IS IN USE, and it matched. What Dispositions you have to use? 

• Non RPC Hung Up

• 7 Days Hold

• ER-1

• RR14

If you've verified the customer, but SN or MAC ID didn't match and suggest contact Cust Svc. What Dispositions you have to use?

• 7 days hold

• RPC No promise

• RR14

• ER-1

For "ACTIVE DOWNGRADE ACCOUNTS" Our goal is to 1) recognize them as a current, loyal customer, and 2) to assist them in either returning their equipments or verify the SN/MAC ID in case the equipment is in use. True or False.

• True

• False