The customer can get ( cancellation form ) whether he requests it or not :

• TRUE

• FALSE

If normal customer need to cancel the internet service, CCA should inform the customer with any due amount like "CPE penalty, suspension fees ..."

• True

• False

In Retention Offering , CCA will not offer retention on CST if cancellation reason was :

• Both choices

•  Wrong info from CCA

•  bad attitude

The customer can cancel the service from exchange without Required papers :

•  True

•  False

If cst complain from refund process, Right sr :

• FBB Non Tech follow up-- Service Cancellation-- Cancel Refund within SLA

• FBB Non Tech follow up-- Service Cancellation-- Cancel Refund after SLA

• FBB Non-Tech Complaint --Service Cancellation--Ask for Refund 

Direct CST can request Refund VIA WE APP

•  True

•  False

The customer can make a Refund from branch without Required papers :

•  True

•  False

CCA should follow cancellation request with CST without asking him about reason for cancellation:

• TRUE

• FALSE

In case Customer asking about cancellation, Right SR will be :

•  FBB Non Tech follow up--Service Cancellation--Call back to CRM

•  FBB Non-Tech follow up--Service Cancellation-- Retention Queue

• FBB Non-Tech Inquiry --Service Cancellation--Ask for Cancellation

SLA for cancellation request from Flagships is :

• 1 D

• 48 H

• 1 WD