| Cancel Checklist | Billing | Wrap it up |
|---|---|---|
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Who has authorization to cancel an account?
Account holder only.
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At what point in the customers billing period, should the agent advise the customer to cancel?
End of billing cycle
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If a customer chooses to cancel their account immediately, what transactions will you see on the final bill?
Any applied credits, Device balance, prorated charges,
|
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Subscriber has verified address, DOB, and email. Can they cancel account?
Must have permission from account holder.
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You should do what upon a customer requesting to speak to someone else as they don't want to pay their remaining DB.
Warm transfer to CRMT
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What settings need to be changed on an iPhone before cancellation.
iMessage,
Facetime Find my iPhone |
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Customer's account is delinquent and they are calling in to cancel. Is this allowed?
No. Customer needs to pay off past due first, if account is suspended, warm transfer to CAM.
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How many days does a customer have to view their bill after cancellation?
90 days
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A customer has 70 ULNW with 6 GB data for $25.00 a month. His close day is the 30th. He has used 4 GB of data. How much will he pay for his data on his last bill?
6/25 = 4.17 * 4 =$ 16.67
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Customer calls in to cancel their account. While asking leading questions, you find out they want to cancel due to vacation. What do you do next?
Offer customer the option of VAD, which is valid for up to 6 months once every year.
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Customer wanting to cancel has more than one line on account. What needs to happen next?
Another subscriber must take on main data bucket to meet MSR and avoid any PPU charges or penalties.
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Customer has called in and wants to cancel immediately. Their bill close date is the 30th and they are cancelling on the 15th. They have a $600 DB remaining, they are paying $70 per month. What will the approximate amount of the final bill be?
Formula = 15/30=.5 .5*70=35 + DB
=$635.00 |
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The customer does qualify for cancellation. What are some things you need to check before completing the cancellation?
Device balance, warranty information, contact information.
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Once the cancellation is done, how long will it take before a customer can expect their final bill, assuming they are opting to cancel immediately.
Up to 2 months after cancel date to ensure their are no remaining PPU charges (ie long distance).
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A customer needs to set up a payment plan before canceling. You warm transfer to CAM and they push back.
Bring up Onesource and recite them their role and responsibilities. Explained you're not trained. Echo if necessary.
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