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:
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.
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.
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