CANCELLATION

If customer is requesting to cancel now.

• RETENTION - HOLD

• EOT CASE

If customer wants to cancel because they are moving.

• RETENTION- HOLD

• MOVES CASE

If customer wants to cancel within their ROR period.

• RETENTION- HOLD

  (Inside ROR)

• RETENTION- HOLD

  (Outside ROR)

• EOT CASE

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

If customer wants to cancel at the end of their term.

• RETENTION- HOLD

• EOT CASE

Customer wants to know how many months left on their contract.

• RETENTION- HOLD

• EOT CASE

• LOYALTY CASE

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

Customer had already been quoted an ETF to cancel the account, 5 months ago. They called in today to pay for their ETF, what will be the process?

• Post a chat on Teams to ask for the updated ETF

• Create a Retention- Hold and warm transfer to Loyalty.

Customer has already been quoted an ETF to cancel the account a month ago. They called in today to pay for their ETF, what will be the process?

• Post a chat on Teams and ask for the updated ETF.

• Create a Retention- HOLD and warm transfer to Loyalty

We change the subscription to Manual Billing if customer wants to cancel Outside ROR.

• TRUE

• FALSE