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Save Huddle: Tracking Accurately
*108879
Save Tool Cancel Reason Codes-CRT
*96994
Tracking Scenarios in the Save Tracking Tool
*179355
Cancellation and Retention Decision Flow
RESPOND Call Flow
100
If a customer calls regarding a Care issue only, and does not request to cancel any lines, how is this call tracked? How many lines are tracked for a Care issue call only?
What is Customer Service Request and Track only one Cellular Telephone Number (CTN)
100
Customer requests cancel due to airtime charges billed for exceeding their in-plan minutes. Cancel Reason Code:
What is Cancel Reason Code: Cost - VOICE Overage/Roaming
100
Scenario: The call drops. How Do You Track? What Additional Step Do You Take?
What is Save opportunity: Yes. Cancel reason: Select the most appropriate cancel reason. Attempt to call the account holder back.
100
The customer is getting a great price on a phone from a competitor and you are not able to retain them. How do you track the cancellation?
What is Cancel Reason - Competitor - Handset/Equipment Offer.
100
Gather information by asking the 3 Key and discovery questions, checking the NBA tab for targeted solutions, Access & Assess, and using tools and resources. Get to the "root cause" of the cancel request.
What is Engage
200
There are only five call types that are not tracked as a Save opportunity. What are they?
What is Care issue cal type, Excessive Off-Network (EON) Customers, Death of the account Holder/user, Service Already in Cancelled Status or set for Cancel at the end of the bill cycle, and Non-pay Suspend
200
Scenario: Customer wants to cancel due to not being able to get a more affordable equipment upgrade.
What is Cancel Reason Code: Equipment Upgrade Issue
200
Scenario: The customer Phantom Churned How Do You Track?
What is Save opportunity: Yes. Cancel reason: Select the most appropriate cancel reason. Track AT&T as the destination carrier.
200
Cancel Reason: Customer is getting married and will be using spouse's AT&T Service. How do you track?
What is Cancel reason: If they called to request a cancel and the service was retained with a ToBR recommendation, chose the most appropriate cancel reason.
200
Recommend a Superior Solution that directly relates to the customer's root cause for canceling service. Recommend an exciting new device on Next.
What is Propose
300
If a customer accepts a postpaid to prepaid solution to be retained, how would you track the line?
What is Track the original CTN before processing the migration. Processing the migration as a save offer: Save opportunity: Yes Cancel reason: Appropriate cancel reason Processing the migration as a care request, not as a save offer - customer did not request to cancel: Save opportunity: Yes Cancel reason: Customer Service Request (track only one CTN)
300
Scenario: Care or retail Representative gives information that was incorrect, neglected, or misunderstood by the customer.
What is Cancel Reason Code: Poor Customer Experience / Misinformation
300
Scenario: The account is already set to cancel at the end of the current bill cycle. How Do You Track?
What is Save opportunity: No Reason: Account already cancelled
300
Cancel Reason: Customer is Moving out of the Country. How Do you Track?
What is Moving to Non-Coverage Area
300
Recap the cancel reason and ask, Is that correct? Confirm understanding and have them saying "yes" before making a recommendation. Transition into the recommendation seamlessly and confirm you and the customer are on the same page.
What is Summarize
400
If a customer with three lines calls and asks you to cancel one of them, how many lines do you track in the Save Tracking tool?
What is Track one of the CTNs as a save opportunity using Customer Service Request.
400
Scenario: The customer states that their work hours have been reduced and/or are working only part-time.
What is Cancel Reason Code: Unemployment / Economic Hardship
400
Scenario: The customer inquires about contract end date. How Do you Track?
What is Save opportunity: Yes Cancel reason: Appropriate cancel reason
400
Cancel Reason: Customer is angry and voice their complaint on every month going over the Data usage and which to cancel. How do you Track?
What is Cost - DATA Overage/Roaming
400
Actively work to overcome objections by seeking understanding and in turn providing additional solutions to address the customer's reasons for cancellation and/or hesitation to accept. Get past "no" by finding out what the customer objects to in order to restate recommendations and overcome the competitor.
What is Overcome Objection
500
If a customer calls because they already requested to cancel but the previous representative did not process it and the line is still active how would you track it?
What is Save opportunity: Yes Cancel reason: Original cancel reason
500
Scenario: Customer states they have been receiving a lot of dropped calls or that the coverage does not meet their needs.
What is Cancel Reason Code: Network Coverage: In-Home Data In-Home Voice Out-of-Home Data Out-of-Home Voice
500
Scenario: The User of CTN is deceased. How do you track?
What is Save opportunity: No
500
Cancel Reason: Customer complaints on customer service given misinformation. How do you track?
What is Poor Customer Experience/Misinformation.
500
Attempt to close the save by obtaining customer agreement. Negotiate the agreement on the call to prevent shrinkage.
What is Negotiate