Internal AT&T Manual For Handling All Kinds Of Customer Complaints

Here’s a direct port from the AT&T/Cingular internal database on how to handle complaining customers. These are the document every customer service rep in their call centers uses to deal with you when you kvetch. If you have an issue with AT&T, you can use this as a guide to see how they’re going to react to your various thrusts and parries, from simple billing and service issues to requests for cancellation and escalations to the Office of the President (gamely referred to by the acronym “OOP”)…

Overview:

These are the procedures for handling an escalation from a customer who requests to speak with a manager or threatens an executive complaint. Cingular has implemented national escalation procedures to ensure customer complaints are handled uniformly across all regions. These procedures can also be used for repeat callers regarding the same issue.

Standard Escalation

The following procedures should be used when handling customers requesting to speak with a manager.

Last Updated: 11/21/2006

Page Navigation:

* Overview
* Standard Escalation
* Executive Complaint Escalation
* Agent/Dealer Escalations
* Etailer Escalations
* Escalation Chain of Command

Related Links:

* Cingular Advantage
* Cingular Policies
* SE escalated call procedures

1. Attempt to identify and resolve the root cause of the issue.

o Empathize with the customer..
o Listen attentively to the customer’s complaint and do not interrupt.
o Review the account memos.
o Ask probing questions to ensure understanding of the issue.

o Take the appropriate steps to correct the issue.

2. If the customer insists on speaking with a manager.

o Escalate the call to the employee’s direct manager.
o Provide the direct manager with information regarding the customer and the issue.
o If the employee’s direct manager is not available, a back-up manager with the same level of authority as the employee’s direct manager should be located. Escalation Chain of Command
o In the event that there are no managers (next level) available to handle the customer’s call, continue through the Escalation Chain of Command to locate someone available to speak with the customer.
o If no one is available to immediately handle the customer’s call, offer the customer the option of receiving a callback from a member of management within 2 hours. The customer must receive a return call within 2 hours.

3. For complaints about departments other than Customer Care, representatives should take ownership of the customer’s complaint and come to an agreeable resolution with the customer.

Executive Complaint Escalation

Executive complaints occur when a customer mentions routing their issue to an outside state or federal agency, “the president of the company” or “the person in charge”. These calls should be handled with extra care to ensure Cingular’s fourth “R”, our Reputation, is upheld. Examples of executive complaints include, but is not limited to:

* The Attorney General
* The Federal Communications Commission (FCC)
* The Better Business Bureau
* The Public Utilities Commission
* An executive officer of Cingular Wireless, such as the President of Chief Executive Officer

1. Attempt to identify and resolve the root cause of the issue.

o Empathize with the customer.
o Listen attentively to the customer’s complaint and do not interrupt.
o Review the account memos.
o Ask probing questions to ensure understanding of the issue.
o Take the appropriate steps to correct the issue.

2. If the customer is insistent on contacting an outside agency or an executive, immediately refer the customer to a Manager. Do not provide the customer with any telephone numbers to external agencies.

o Suggested Scripting: “What I’d like to do, Mr./Ms. Customer, is have you talk with my Manager to see if s/he can assist in getting this resolved”.

3. Notify a manager or supervisor immediately. If the employee’s direct manager is not available, notify any member of management available in the center.

o Provide the manager with details regarding attempts made to resolve the issue.
o Continue through the Escalation Chain of Command until a resolution is reached.

Agent/Dealer Escalations Agents or dealers can escalate to a manager on behalf of a customer.

* Account must be verified according to the Account Access Matrix

The following procedures should be used when handling agents/dealers requesting to speak with a manager.

1. Attempt to identify and resolve the root cause of the issue.

o Empathize with the agent/dealer.
o Listen attentively to the agent/dealer’s complaint and do not interrupt.
o Review the account memos.
o Ask probing questions to ensure understanding of the issue.
o Take the appropriate steps to correct the issue.

2. If the agent/dealer insists on speaking with a manager

o Escalate the call to the employee’s direct manager.
o Provide the direct manager with information regarding the customer, the agent/dealer and the issue.
o If the employee’s direct manager is not available, a back-up manager with the same level of authority as the employee’s direct manager should be located.Escalation Chain of Command
o In the event that there are no managers (next level) available to handle the agent/dealer’s call, continue through the Escalation Chain of Command to locate someone available to speak with the agent/dealer.
o If no one is available to immediately handle the agent/dealer’s call, offer the agent/dealer the option of receiving a callback from a member of management within 2 hours. The customer must receive a return call within 2 hours.

3. For complaints about departments other than Customer Care, representatives should take ownership of the customer’s complaint and come to an agreeable resolution with the customer.

Etailer Escalations
Etailers should escalate to their account manager as listed below.

Cingular Support Contacts: ( For Internal Support Only )

Etailer Name
Account Manager
Operations Manager

Amazon.com
Jim Just
Tim Rackley
InPhonic
Gary Blackstad
Jay Gory
Letstalk.com
Jim Just
Tim Rackley
Mobileplaza.com
Gary Blackstad
Jay Gore
PalmOne.com
Jim Just
Staceye Dixon
Simply Wireless
Gary Blackstad
Jay Gore
DCW (Etailers) – Launch (TBD)
Gary Blackstad
Staceye Dixon
Mobile-sphere Launched on12/22/05
Gary Blackstad
Staceye Dixon

Escalation Chain of Command

The following table provides the chain of command to be followed when handling escalations.

Make every attempt to resolve the customer’s issue. If it cannot be resolved, then the Representative will…
Refer to a Manager/Supervisor

If the customer’s issue still cannot be resolved, then the Manager/Supervisor will…
Refer to an Area Manager

If the customer’s issue still cannot be resolved, then the Area Manager will…
Refer to a Director

If the customer’s issue still cannot be resolved, then the Director will…
Refer to the Regional Vice President (RVP)

If the customer’s issue still cannot be resolved, then the RVP will…
Refer to the Office of the President (OOP)

LTV1 Guidelines: Retention, & Save Offers
All Customers except Former AT&T Wireless Customers

Overview

Use these guidelines to assist you with determining the proper handling procedure for LTV1 customers.

* This policy does not apply to Former AT&T Wireless customers.
* This policy does not apply to customers that are un-scored or LTV0.
o LTV/Revenue Ranking Guidelines
o If LTV is unavailable, use the ARPU to LTV Conversion Chart
* This only applies to customers with an actual scoring of LTV1 on the account.
* **Reminder: Although we do not work to actively retain these customers, we are to resolve their issues.
o Example: Customer calls in to cancel due to a billing error. Even though we do not make “save attempts”, it is still necessary to review billing issue and resolve accordingly, even if this results in unintentionally saving the customer.
o Non-Example: Customer calls in to cancel because they lost their phone. Since the customer did not ask us to replace it, proceed with cancellation without discussing any replacement options.
o Although these customers are not eligible for enhanced Save offers, LTV1 customers showing eligible for upgrade in EAU checker can still receive Standard Customer Care Equipment Upgrades.
+ Note: These should not be proactively offered.

Note: The term LTV is for internal use only.

How to identify an LTV1 customer

* Telegence: Use the Life Time Value Indicator on the Profile page
o sample screenshot
* CARE: Use the green thermometer to identify customers who are LTV1 (If the thermometer is set to a “1”, the customer is LTV1. With any other setting, we would follow normal upgrade procedures.)
o sample screenshot
* Clarify: The indicators are just below your screen options at the top right of your screen
o sample screenshot

Last Updated: 07/16/2007

Requests to cancel
Do not transfer LTV1 customers to the Customer Relations Team.

Step

Action

1

* Do not attempt to Save LTV1 customers

o “Do not attempt to save” means:
+ Express empathy upon hearing that the customer wants to leave us
+ Treat the customer politely and with respect
+ Resolve the customer’s service – or bill-related issue: i.e., “fix what’s broken.”
+ Do not offer Save-only rate plans, enhanced equipment pricing, or retention-related credits.
+ Do not proactively discuss The AT&T Advantages
+ Reply to customer’s cancel request with a positive response
+ Use the appropriate cancel reason code in Clarify

o “Do not attempt to save” does NOT mean:
+ Waive ETF for customers with more than 12 months remaining on contract
+ Proactively offer or suggest that the customer cancel their account
+ Antagonize the customer in an effort to “make” them want to cancel
+ Treat the customer rudely or disrespectfully
+ Tell the customer that we do not value their business
+ Tell the customer that they cost our company money
+ Suggest in words or actions that the customer should go to one of our competitors

* Do not proactively make a save offer

Suggested scripting: “Mr/Ms. Customer, I understand you would like to cancel your wireless service. I can assist you with closing your service with AT&T.”

2 Customer Relations Team Only: Track the call as Non-Save Opportunity in the Save Tracking Tool (Reason Code: LTV1 non-save attempt)

3 Determine if Early Termination Fee applies

* If less than 12 months remaining on contract:
o the ETF is waived.
* If more than 12 months remaining on contract:
o follow existing ETF policies to determine whether or not ETF should be waived based on cancel reason.
+ Refer to Early Termination Fees (ETF).

4 Proceed with the cancellation

* Use the appropriate cancel reason code to track the cancellation.

Talking Points/Suggested Scripting for LTV1 Customers

Customer asks: If I decide to cancel or port my number will you offer a special offer?
CSR: “We realize you have many choices for your wireless service, and I appreciate that you have selected AT&T. However, we are unable to offer any special incentives in addition to what is currently on your account.”

Customer asks: I have been an AT&T customer in good standing for 10 years and have always qualified for a special offers and promotions. Don’t you have any special incentives available to keep me as a customer? Isn’t there anything you can offer to keep me as a customer?”
CSR: “Our promotions and discounts change as we change our offers. As we can, we do try to offer appropriate promotions to customers. Your account does not qualify for the incentives similar to what you were previously offered on this account.”

Customer asks: “My buddy is on the same plan as me and you offered him a free phone and an even better rate plan when he called in to cancel. How come you aren’t offering me anything?”
CSR: “The privacy of your account, and that of all our customers, is very important to AT&T, so I can’t speak to what your friend experienced. However, at this time, we are not featuring any special incentives for this account.”

Q&A (for CSR reference only, do not discuss with customer)

What is LTV?
Life Time Value (LTV) measures the subscriber’s overall value to the company (based on revenue, account plan, on and off-network and data usage, length of service, etc . ). LTV1 accounts are customers who create a negative profit for the company. In most cases, these customers actually cost the company money each month.

How are these customers different from EON customers?
LTV1 customers are unprofitable to the company for one or more of the following reasons: revenue, account plan, on and off-network and data usage, length of service, etc . EON customers are unprofitable solely for their excessive off-network usage. EON customers are in direct violation of AT&T’s Terms and Conditions and must change their calling habits to be eligible to keep their AT&T service. Keep in mind some EON customers may be LTV1 based on their off network usage as this is one of the factors used to determine LTV.

Why are we changing the way we handle LTV1 customers?
To contribute to our Revenue goal, we are no longer going to save LTV 1 customers. Small percentages (less than 5%) of our customers, through a variety of factors, do not produce revenue for our company though they may be good customers in other aspects. This decision to change the way we handle these customers may allow the remaining 95% of our customers to take advantage of even greater discounts on equipment or rate plans when upgrading their service.

What if an account does not show the same LTV score for all lines?
There are two scenarios that may cause this to happen:

1. A line on a family talk plan disconnects. The remaining active lines are then re-scored and may get a lower or higher LTV score. Then the disconnected line is restored with the old LTV score. The different score is being caused by the line being disconnected and restored. If a line is cancelled and then restored, it will have the last score that was applied to the account.

2. Individual lines on separate accounts merge and become a family talk account. The LTV will not be adjusted to use the combined account financials until the next full billing cycle.

If you find an account that does not have the same score for all lines, you will need to use the following scenarios to determine the appropriate LTV score to apply to the account.

Scenario 1: Account with two lines

If Line 1 is …

And Line 2 is …

Use the following treatment for all lines …

LTV1

LTV2

LTV2

LTV1

LTV3

LTV2

LTV1

LTV4

LTV3

LTV1

LTV5

LTV3

Scenario 2: Account with more than two lines

If Line 1 is …

And Line 2-5 are …

Use the following treatment for all lines …

LTV1

LTV2-5

LTV2-5 (Use highest observed LTV)

LTV2-5

LTV1

LTV1

Will I receive a Zero call from QA if I do or do not make a Save attempt on this call?
No. The quality team will be notified of this process and will not issue zero calls for no save attempts on these accounts.

Are we allowing LTV1 Family Talk customers to add lines at new service discount pricing?
Yes. As long as the customer is not canceling another line at the same time (phantom churn), the customer is able to add new lines at the new service discount pricing.

Retention Procedures

For all customers except Former AT&T Wireless Customers

* For Non Converted Customers Only
* CSRs should not attempt to save LTV1 customers.
o For how to assist LTV1 customers, refer to: LTV1 Guidelines
* Follow normal save procedures for Former AT&T Wireless customers.

Retention Procedures

Customer Interactions provide the steps for handling the most common disconnect reasons:

* Affordability
* Billing Errors
* Competition
* Data Services
* Death
* Equipment Issues
* Getting Free Service from Employer
* Military Transfer
* Moving
* Network Quality
* No Use
* Phantom Churn
* Poor Customer Service
* Unwilling to Give Reason

Last Updated: 06/19/2007

Reason for Cancellation

Scripting &
Cingular Advantage

Resolution, Policy, & Scripting

Reference/Training Guides

Affordability

* Customer reports that the service is costing too much money
* The customer complains about the price of the monthly recurring charge and asks about the contract end date.
* The customer asks when their contract is up and says that the service is too expensive.
* The customer reports that they have been seeing deals with other carriers that are far less expensive.

* “Mr./Ms. _____, we value you as a customer. We have a variety of rate plans that would allow you to enjoy the security and benefits of a wireless phone. I have already reviewed your account and can offer you the best value in wireless that will meet your needs.”
* Rate Plan Review and Change Policy Scripting

Cingular Advantage

* Mobile To Mobile – Enjoy unlimited calling to over 61-million other Cingular customers. Are your friends and family part of Cingular’s growing community? Use this tool to look up their numbers.
* Rollover Minutes – Think all rate plans are the same? Think again. Cingular includes a benefit no other carrier offers: Rollover Minutes. That means if you don’t talk as much one month, Cingular lets you keep your unused minutes for next month. Cingular also lets you share minutes between lines. So if Dad talks less than Mom, Mom can use the minutes Dad doesn’t use. Makes sense, doesn’t it?
* Unity Plans –
The largest home, business and wireless calling community in America! Customers can enjoy unlimited calling between more than 100 million AT&T and BellSouth home, business and Cingular Wireless phones.
* Online Account Management
o Review and pay your bill* – Why spend money on stamps when you can pay bills online?
o Check your minutes and data usage – Find out how much you have left before your next billing cycle.
o Schedule AutoPay* – Instead of remembering payment due dates, schedule AutoPay and make it automatic.

* Apologize for the problem and let them know that you would like the opportunity to resolve the issue.
* Perform a Calling Plan Review.
* Review the customer’s account to determine why the bill may be high.
* Ensure the customer is being billed correctly.
* If the bill is high due to overage, provide the customer with the details of their current price plan.
* If the customer states that they did not understand their price plan details, and requests a credit, offer to credit up to 50% of the overage (review the account to be sure that the customer has not already received this type of credit during the previous year).
* If the customer inquires about a new price plan, discuss the current price plans and recommend a plan that is best suited to the customer’s usage.
o Consider feature packages, this may also contribute to higher bills (text package, data package, e-mail, international calling, etc
* Ask the customer how they use the phone.
* Let the customer know you think there is a way we can save them some money
o Give cost benefit – what will the plan save them monthly, annually, etc.
* Let the customer know that we care and are willing to help.
* Is customer switching to another carrier to save money?
* If ETF will apply, emphasize that it is very expensive and will hit all at once
* If due to lost job, show benefit of having during job-hunt

Overview:

* Customers who report they cannot afford our service are usually being honest with us.
* This is an opportunity for us to help our customer by providing a cost effective alternative to whatever service plan they currently use.
* In most instances you will find that the customer is willing to entertain an offer or different rate plan.
* When we help a customer who reports they cannot afford our service, we can show that we are flexible and can meet their ever-changing needs. This is a great way to strengthen our relationship with our customer.

Bill Adjustments

* Bill Adjustment Policy
* Bill Adjustment Scenarios

Billing Issues Log

* Issues Logs (Quick Start)

Policies

* Policy for Rate Plan Review and Change.

Training

* Saving in Difficult Cases: Lack of Funds
* Selling GSM CSE
* AT&T Unity Plans Provide Unlimited Mobile-To-Landline Calling

Rollover

* The Real Value of Rollover: Rolling Minutes Into Dollars (Non Converted)
* The Real Value of Rollover: Rolling Minutes Into Dollars (Converted Customers)

VIP LookUp Site

Billing Errors

“This is the second time my bill is wrong. I don’t want to have to call every month to get my bill fixed, so just cancel the service.”

* “I’m sorry that you are having problems with your bill, and I would like the opportunity to resolve the issue for you.”
* Bill Adjustment Scripting

Cingular Advantage

* Mobile To Mobile – Enjoy unlimited calling to over 61-million other Cingular customers. Are your friends and family part of Cingular’s growing community? Use this tool to look up their numbers.
* Rollover Minutes – Think all rate plans are the same? Think again. Cingular includes a benefit no other carrier offers: Rollover Minutes. That means if you don’t talk as much one month, Cingular lets you keep your unused minutes for next month. Cingular also lets you share minutes between lines. So if Dad talks less than Mom, Mom can use the minutes Dad doesn’t use. Makes sense, doesn’t it?
* Unity Plans –
The largest home, business and wireless calling community in America! Customers can enjoy unlimited calling between more than 100 million AT&T and BellSouth home, business and Cingular Wireless phones.
* Network Coverage
* Exclusive Phones
* 30-Day Return Policy
* Web Offers
* Our Technology
o 3G
o GSM
o EDGE
* Online Account Management

* Apologize for the problem that the customer is experiencing, & let them know that you would like the opportunity to resolve the issue.
* Review the customer’s account to validate a billing error has occurred.
* Review the Billing Issues log to identify known billing issues.
* Validate: After validating the customer was billed incorrectly, adjust the account appropriately.
* Correct: Be sure to correct any mistakes on the customer’s account that are causing the billing error.
* Reassure the customer that the issue has been corrected, and will not cause future billing errors.

Bill Adjustments

* Bill Adjustment Policy
* Bill Adjustment Scenarios

Billing Issues Log

* Issues Logs (Quick Start)

Competition

* Customer mentions a specific offering
* Customer makes a comparison between our service and a competitor’s service, either with regard to promotions, plans, coverage, equipment pricing, etc.
* Customer talks about an associate who has different service

* Scripting for – Competitor’s Offer

Cingular Advantage

* Mobile To Mobile – Enjoy unlimited calling to over 61-million other Cingular customers. Are your friends and family part of Cingular’s growing community? Use this tool to look up their numbers.
* Rollover Minutes – Think all rate plans are the same? Think again. Cingular includes a benefit no other carrier offers: Rollover Minutes. That means if you don’t talk as much one month, Cingular lets you keep your unused minutes for next month. Cingular also lets you share minutes between lines. So if Dad talks less than Mom, Mom can use the minutes Dad doesn’t use. Makes sense, doesn’t it?
* Unity Plans –
The largest home, business and wireless calling community in America! Customers can enjoy unlimited calling between more than 100 million AT&T and BellSouth home, business and Cingular Wireless phones.
* Network Coverage
* Exclusive Phones
* 30-Day Return Policy
* Web Offers
* Our Technology
o 3G
o GSM
o EDGE
* Online Account Management

* Thank the customer for bringing their concern/question to your attention
* Display a sense of urgency while figuring out what is best for the customer
* Probe for what about the competitive offering or service seems better or more appropriate
* Identify what the competitor is offering.
* Address concerns about differences in service (coverage quality, customer service, etc.)
* Find out what is appealing about the competitor, as it compares to us and their current services
* Offer to analyze their exact usage and our offerings, and to compare them to the competition, to help the customer decide what is best
* Use the customer’s account to determine if the competitor’s offer is right for the customer.
* Check the competitor’s Web site for rules and restrictions regarding the offer.

Key Points

Refer to the appropriate information on this page to address customers root cause of dissatisfaction (Network, Billing Issue)

Return to list of cancel reasons.

* Selling GSM CSE
* AT&T Unity Plans Provide Unlimited Mobile-To-Landline Calling

Competitor Web Sites

* Sprint/Nextel
* T Mobile
* Verizon

Handset Offers

* Equipment Upgrades Quick Start
* VIP LookUp Site

Rollover

* The Real Value of Rollover: Rolling Minutes Into Dollars (Non Converted)
* The Real Value of Rollover: Rolling Minutes Into Dollars (Converted Customers)

Data Services

* “I’m sorry that you are having problems with the service, and I would like the opportunity to resolve the issue for you.”

Cingular Advantage

* Our Technology
o 3G – The next generation of wireless. Blazing speed and even more capability
o GSM – Nationwide GSM/GPRSGSM is the technology that enables you to have true voice quality and unparalleled global roaming capabilities.
o EDGE – Makes accessing the Internet, downloading files and streaming video on your phone faster than ever
o Best Coverage in America – Cingular has the largest digital voice and data network in America.

Data Networks:

* Broadband Connect
o Advantages
o Cancellation and Retention (Quick Start)

Cancel requests are either handled by Customer Care or the Customer Relations Team. This resolution provides the steps to ensure proper handling. Every effort should be made by all assisting representatives to reduce churn and retain our customers.

* Policy
* Customer Care Procedures
* Expectations

Policy

* Service may be cancelled at any time; however, an Early Termination Fee (ETF) may apply if the service is still under contract.
* FamilyTalk plans must have more than one line of service remaining active in the group
o If not, a new rate plan must be selected.
* Cancellations should be made effective the last day of the billing cycle whenever possible to avoid possible Prorated Charges
o The option to cancel immediately should not be proactively made to a customer.
o Only offer the option to cancel immediately if the customer pushes back on the End Of Bill Cycle Cancel or if they qualify for an immediate cancellation according to policy (example: Phantom Churn)
* If the caller is requesting to cancel the service due to Account Holder death and there is a password on the account, attempt to verify the password. If the caller cannot verify the password, verify the SSN. If the caller cannot verify the SSN, they are an unverified caller and cannot cancel the account.

Customer Care Procedures

Step

Action

1 Determine who handles the call:

* Probe to determine the reason for the cancel request

Customer Care handles the following cancel scenarios:

* All customers except Former AT&T Wireless Customers:
o Review the Lifetime Value Indicator
+ LTV1: refer to LTV1 Treatment Guidelines – Customer Care
+ If anything other than LTV1, proceed to Step #2.
+ Accounts with past due balances. If the customer does not wish to bring the account current:
# And does not have a billing dispute, the call will be handled by Receivables Management (RM).
# And has a billing dispute, the cancellation should be processed by Customer Care.
* If the account is eligible for reinstatement after the billing dispute has been resolved, transfer to the Customer Relations Team.
* If the account is not eligible for reinstatement after the billing dispute has been resolved transfer to RM.
* For cancel request within the 30 day return period go to Cancellations and Return within 30 days from Activation to determine who handles the cancellation
* For North Central region only:
o Requests to Cancel a Combined Billing Account:
+ If the account has been activated for more than 30 days, transfer the call to the Combined Billing Group.
o Cancel due to death of account holder or user:
+ Do not transfer to the Customer Relations Team
+ Continue being empathetic
+ Do not make any offer to save the line
+ Gently tell the caller you can cancel immediately
+ Review all options to verify that no additional services are active under the deceased customers’ liability, i.e. full name search, user name search. If no additional accounts come up then gently asked the caller to allow you to search for any additional service under the deceased customer’s liability using their full SSN. If they agreed, request the SSN and perform the search. Input the social security number into the billing system as the customer gives it to you. You should not write this number down.
+ If multiple lines exist in the account owner’s name, gently probe to see if there is a user who would want to continue service by performing a Transfer of Service.

All other cancel request scenarios are handled by the Customer Relations Team; proceed to step 2.

2 Determine if an attempt to resolve the customer’s issue should be made prior to transferring to Customer Relation Team:

IF

THEN

* Customer has less than 6 months remaining on their current contract/out of contract

An attempt to resolve the customer’s issue should not be made prior to transfer

* Proceed to step 3

* Customer has more than 6 months remaining on their current contract

An attempt to resolve the customer’s issue should be made prior to transfer

* Identify and address the root cause of a customer request for cancellation.
* Attempt to retain the customer by using the appropriate Retention Procedures and promoting The AT&T Advantages.

Should the customer still insist on canceling, proceed to step 3.

3 Transfer the customer to the Customer Relations Team:

* Warm transfer the call to the Customer Relations Team using the appropriate Speed Dial Number
* Provide representative with Account name, caller’s name, account verification, and a brief description of the cancel request
o See: Transfer to Customer Relations Team for further information.
* If there is a wait time of over 2 minutes,
o Take the call back and say to the customer, “Thank you for holding, at this time there is a long hold time for that department; therefore, please allow me to assist you with this request.”
o If not yet attempted, try to save the customer using the appropriate Retention Procedures
o If unsuccessful, proceed with the proper cancellation steps:
+ For cancels within the 30 day return period, see Cancel Service and Return Equipment (Buyer’s Remorse)
+ For cancels outside of the 30 day Return Period, see the appropriate system steps:
# CARE
# Telegence
o Set appropriate Expectations (below)
* If during the course of resolving the issue, you are disconnected from the caller, immediately call the Customer Relations group and they will call the customer back.

Expectations

When processing a cancellation, setting proper expectations is paramount to ensure satisfaction and reducing repeat calls. Relay the following points to the customer:

* The customer can resume their service within 60 days to avoid any activation fees and have their ETF(s) reversed, if applicable; however, we cannot guarantee their number(s) will be available upon reinstatement.
* Advise of the date of cancellation
* Verify final billing address
o Refer to Billing Address Change Policy
o For customers on paperless billing, make sure you change customer to a paper bill to ensure they receive their final invoice.
* Advise the customer of their final invoice for service up to the date of cancellation, as well as any applicable early termination fees.
o Refer to Final Bill.
* For deposit refund information, if applicable, see the Deposit Refund Policy
* If there is a credit balance on a cancelled account, there is a 60-day lag-period before the refund check is processed.
* Some customers may have signed independent equipment agreements, in addition to the contract they signed with us, with certain indirect (non-AT&T) locations.
o Should the customer inquire about 3rd party contracts, refer them to their activating location, as we do not have access to see if there are contractual agreements in addition to their contract with AT&T.
* If the cancellation was due to relocating to a non-AT&T service area and an ETF is being billed, the customer can have the ETF reversed by submitting proof of residence for their new address.
o For details on proof of residence, including acceptable forms of proof and where to send documentation, see Early Termination Fees (ETF).
* AutoPay customers- advise the customer that AutoPay will automatically cancel 90 days after the final invoice has been paid.
o Should they choose to resume service within the reinstatement period, they will not need to enroll again.
* Customers who cancel service and reinstate to “active” within 59 days, retain the Rollover minute balance.
o For additional information, refer to: Rollover Minutes

For Clarify Level 3 Need: “Cancellation and retention”

(Photo: mrbill)