Font size
WorksheetsCustomer Line Saver - Addressing Customer Reason for Cancellatio
Total questions: 10
Worksheet time: 10mins
What behaviors should you use to make your first attempt to resolve the customer's issue or concerns, prior to your save offer? Select the one that applies.
Listen, Empathize, Reflect and Appreciate
Listen and Empathize
Relate and Appreciate
Listen and Appreciate
Your customer states "I just don't need this line anymore"? What probing question do you ask? Select the 2 that applies
What will that end user be using for service?
Probe for competitive offers
What’s going on with your device? (Determine equipment vs coverage issues.)
What are you looking to spend each month?
Did something cause you to stop using the device?
Probe for potential device related, billing or coverage issues
Your customer states: “I was promised my bill would be much lower than it is now.” What probing question do you ask? Select the 2 that applies
What will that end user be using for service?
Probe for competitive offers
What services are most important to you?
What are you looking to spend each month?
Is there a specific handset you’re interested in?
Your customer states: " “I don’t have the phone anymore, I need to cancel the line.” What probing question do you use next? Select the 2 that applies.
Would you like to hear about some low cost options to help you get a device right away?
Have you moved recently?
Have you taken any steps to attempt to locate the device?
Have you considered the different fees associated with other carrier plans?
Your customer states: “I pay too much to have such poor coverage.” What would your probing question be? Check the 2 that applies
What are you looking to spend each month?
What issues are you experiencing exactly? (No signal, dropped calls, poor audio, slow speeds, etc.)
What services are most important to you?
Have you moved recently?
Your customer states: "Only new customers get any discounts. I might as well switch.” What's your probing question. Select the 2 that applies
Do you have wi-fi in this location?
Have you had coverage in that location before?
Would you mind telling me the details of the plan / offer you’re considering?
Are there any issues with your service or device that is causing dissatisfaction?
What visual audit would you do if the customer states: “My brother joined his girlfriend’s plan, I need to cancel his line.” Select the 2 that applies
Memo Review
Reasons for recent calls into care
Account Review
Bill comparison widget
Recent changes to rate plan or features
New equipment purchases
Account Review
Recent line usage
EIP balances
Device or add a line promotions
Cost of the line being cancelled
What visual audit would you do if the customer states: “My balance is ridiculous, there’s no way I can pay that much.” Select the 2 that applies
Memos
Look for troubleshooting notes
Review offers made for new devices
Account Review
Bill comparison widget
Recent changes to rate plan or features
New equipment purchases
Adjustment history
Payment history
Account tenure
Collection history
EIP balances
Memos
Reasons for recent calls into care
Check for previous promises for credits, specific MRC, etc.
Any promotion related memos
Adjustment memos
What visual audit would you do if the customer states: “I’m tired of my calls always dropping.” What Select the 3 that applies
Memos
Look for troubleshooting notes
Account
Check Coverage Dashboard for existing devices
Check usage
Memos
Reasons for recent calls into care
Any promotion related memos
Adjustment memos
Grand Central
Review coverage maps
Check known issues / outages
What visual audit would you do if the customer states: “(Other provider) is a lot cheaper than this.” Select the 2 that applies
Grand Central
Review device diagnostics
Check coverage map to ensure it isn’t an issue with coverage vs device
Memos
Reasons for recent calls into care
Any promotion related memos
Adjustment memos
Account Review
Recent bill Current rate plan & features – are they on the best? Adjustment history
Payment history
Account tenure
Collection history
Types /Age of devices on account
Memos
Look for troubleshooting notes
Review offers made for new devices
