Windstream

If a customer wants to cancel an account, we...

• Disconnect the account right away

• Send to retention so they can provide a credit that we can not

• Offer the credits that we have to retain the customer

• Transfer to sales so he can apply for a new customer's credit

If an order is on order correction, the first thing we need to do is...

• Released the order and reschedule

• Check Order correction tool to verify why it's on that status

• Call Manual review so they can released the order

• Said to the customer he has to wait

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When we have a general inquiry call we...

• Cry in customer service

• Disconnect the call

• Place notes on disposition screen

• Place notes on Dcris

Provide quality customer service is...

• Do everything customer wants so they are happy and don't call back

• Provide accurate information and a good resolution based on the tools and processes we can do

• Disconnect the call

• Provide a good resolution doing what customer want without following company guidelines

If a customer wants to move services to a new address but Zip code does not match, we...

• Process the order because it does not matter if there is no matching information

• Send to RIS so they can create a new account

• Check Uqual to verify if Boid and Bex matches

• Tell the customer to disconnect because we don't provide services on different zip codes

When a customer wants to change the plan we must...

• Provide information about the old plan and the plan so customer knows how much will be paying

• Fill out the form for O&I so we can change plan

• Send to RIS so they can sell a new plan to the customer

• Tell to the customer that they should not change plan and they can disconnect to have a better deal

If customer have cameras two months ago and wants to return them, we...

• Fill out the KSH form so customer can have a label, return the cameras and have the refund

• Tell the customer we have a 30 days return policies and unfortunately an not return cameras now

• Tell the customer they can resell the cameras so can have the money back

• Send the call to repair so they can better assist on this

Customer have Internet and wants to add phone services

• We place an O&I

• Fill out the form for O&I

• Place a C order to change the plan

• Say this option is not available

Customer wants to remove a GOTO with phone services only

• We transfer to retention so customer don't disconnect

• Process a O&I so we can remove the GOTO

• Place a C order so we can remove the GOTO

• Transfer to retention so they can disconnect the GOTO