Important Steps

1. Acknowledge the customer’s concerns and show empathy. 
2. Always perform an address and phone number search for any duplicate warranties.
3. For questions regarding enrollment, educate the caller on the applicable enrollment method.
   
1. Remember to review the TIMX Source Code to determine if this was a web enrollment.
   
4. To help the customer remember when the transaction occurred, remind the customer of the below when applicable:
1. Plan coverage
2. Gift cards promotions, if applicable
3. The purchase of other products or services (Moving Services, Utility, Phone, Cable, or Internet Services) recently made
   
5. Retention reps should focus on servicing the customer by answering any questions they might have. Explain the service(s) and benefits.
6. If the customer wishes to cancel any/all plans, proceed with cancelling, and DO NOT REBUT OR ATTEMPT TO SAVE the customers.
7. If a cancel request is made, acknowledge and assure the customer their request will be processed.
8. If customer does not want to keep the plan, they should receive a full refund, regardless of length of time in plan.
1. In order for the customer to receive a full refund, you must cancel and rescind the contract back to its effective date. Please provide this information (and amount) to the customer. The refund will be processed once the contract is cancelled.
2. Avoid any type of confrontation that might cause customer dissatisfaction.
   
9. NEVER direct a customer to contact their financial institution to dispute their payment with us.
   

Scripting