Retention and Troubleshooting

Identify verbal trigger statements

• Asks for a Mobile Device unlock

• Asks for account number

• Asks when they can process an upgrade

• States they're dissatisfied with an experience or service

An initial set of steps used to determine the root cause of potential issues for customers' products and services.

Only the verified Billing Responsible Party (BRP) can complete account or line cancellations

• TRUE

• FALSE

What cancellation code should we use if the customer wanted to cancel their line due to lost or stolen device

• ENFP

• ENFJ

• ELST

• EQPT

What cancellation code should we use if customer wanted to cancel the account because the BRP is already dead

• FACD

• FACN

• FACM

• BILL

Customer wanted to cancel the line because the line owner will be migrating to other country

• FACN

• SCRK

• CEQP

• FACM

Tool we used to perform basic troubleshooting

What does DNA in Grand central stands for?

What probing questions should we ask when performing basic troubleshooting?

I am a standard user on the account. Can I process the cancellation of my own line?

• YES

• NO