Summary
Adjustments can only be applied if an account remains active and in good standing throughout the full processing period.
Overview
This has always been part of our policy, but we’ve recently seen an increase in accounts closing before the adjustment is applied. To ensure customers receive the credit, it’s important that we clearly communicate this requirement.
Clearly Communicating to Customers
When speaking with customers, use clear and friendly language. Emphasize the benefits of the courtesy adjustment and set expectations about timing and requirements. Make sure the customer understands that keeping their account active and in good standing is necessary for the adjustment to process correctly.
Sample Script
“We’ve added a courtesy adjustment to help lower your upcoming bills. To make sure the credit applies correctly, your account just needs to stay active and in good standing. You’ll see the adjustment and your loyalty rate reflected over the next 2–4 months (depending on the offer extended). My goal is to make sure you continue receiving all the benefits and services available to you.”
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