TPV Transfer - NY Retentions 8.19.24

TPV Transfer - NY Retention

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Retention Tool for CONED Billing Issue

Effective Immediately:

We have implemented a new retention tool to address customer concerns related to the CONED billing issue. Please follow the steps below when handling cancellation calls due to this issue:

1. Initial Offer:

• Offer a 10% Discount: If a customer calls in to cancel due to the CONED billing issue, you can offer a 10% discount on their bill to retain their business.

1. Escalation:

• Potential for a 15% Discount: If the customer is unsatisfied with the 10% discount and continues to push back, escalate the issue by contacting HD (Help Desk).

• Manager Approval: With the manager's approval, you can offer an additional discount, bringing the total discount to 15%.

Key Points to Remember:

• Always aim to resolve the issue at the 10% discount level.

• Ensure you have the manager’s approval before offering the 15% discount.

• Document all interactions and resolutions thoroughly in the customer’s account notes.

Suggested Scripting For NetExtender Issue ( Orion Not Working )

Agent: Good [morning/afternoon]; thank you for calling [Company Name]. My name is [Your Name]. How can I assist you today?

Customer: [Responds]

Acknowledgment and Apology:

Agent: I understand, and I apologize for the inconvenience. Due to a technical issue, our application to access customer accounts is currently unavailable.

Reassurance:

Agent: I want to assure you that our dedicated IT team is working to resolve this issue. We will contact you once the application is back online to address your concerns.

Customer: [Responds]

Additional Assistance:

Agent: Thank you for your understanding and patience. Is there anything else I can assist you with in the meantime?

Customer: [Responds]

Closing:

Agent: Thank you for calling [Company Name]. Have a great day!