Wave 8 CFU

Select all that applies: S.D.L.I.E stands for?

• Situation

• Duration

• Location

• Isolation

• Error

Select all that applies: Same day cancellations are allowed for?

• No install

• Buyer's remorse

• PAH & Authorized users

• Deceased BRP account requests

• Home Internet customers

Match the following

• Reactive Retention

• Your next bill will reflect pro-rated adjustments for the line(s) being canceled today, for the remaining days in your billing cycle. It will also include charges for any one-time charges and usage through today, such as international usage or market purchases. Advise it may take up to two hours for the request to complete.

• Bill Current

• Means identifying the verbal clues in a conversation that indicate a likelihood of cancelling one or more lines.

• Bill In Arrears

• Your next bill will include pro-rated charges for usage through today for the line(s) being canceled. It will also include charges for any one-time charges and usage through today, such as international usage or market purchases.

What is the Cancellation Reason code for No Install?

What tool will help you confidently explain your customer’s final bill to prevent unnecessary call backs and escalations?

True or False: All customers will be eligible for the Rate Plan Migration on October 17?

• False
• Not sure
• Maybe
• True

True or False: We must NEVER start with Self-Service options to help customers manage PAs on their own.

• True
• False
• Sometimes
• Only for certain customers

Never use Samson for a PA when Atlas and Special Instructions states customer is on________ file. This will result in a failed Payment Arrangement.

Match the following

• Save guidelines

• 1. Listen to the customer to understand their dissatisfaction — NEVER jump to a solution first.

  2. Attempt to treat the dissatisfaction and attempt to save the customer.

• Identify verbal trigger statements

• • Own all calls locally – do not email or IM other employees to follow up on a previous interaction.

  • Do not refuse to take a call or push back even if the call is being transferred to you inappropriately — • Remember the customer’s experience!

  • Be patient. Listen to the customer and show them you care about their concerns.

  • Verbally set proper expectations and take ownership. • Memo the exact offer details.

• Address the customer's dissatisfaction

• Customers often give us indirect clues that they intend to cancel one or more lines. They use certain phrases or requests while speaking with us that are associated with higher risk to cancel. To be a true consultant and create lifelong customers that love us, we need to identify these trigger statements and respond appropriately to them.

We should perform _____ _______________ to identify the resolution needed for device and network concerns.