
CANCELLATION
Authored by Ella Lascano
Fun
Professional Development
Used 7+ times

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20 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
If customer is requesting to cancel now.
RETENTION - HOLD
EOT CASE
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
If customer wants to cancel because they are moving.
RETENTION- HOLD
MOVES CASE
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
If customer wants to cancel within their ROR period.
RETENTION- HOLD
(Inside ROR)
RETENTION- HOLD
(Outside ROR)
EOT CASE
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
The account was installed on 08/11/2022 and customer called in today (08/13/2022) to cancel the account.
RETENTION- HOLD
(Inside ROR)
RETENTION- HOLD
(Outside ROR)
EOT Case
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
If customer wants to cancel at the end of their term.
RETENTION- HOLD
EOT CASE
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Customer wants to know how many months left on their contract.
RETENTION- HOLD
EOT CASE
LOYALTY CASE
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Customer wants to know how can they cancel at the end of their term.
Create EOT Case and Warm Transfer to Loyalty
Create Retention- Hold and Warm Transfer to Loyalty
Inform the customer to send NOC
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