LONG TERM RESOLUTION FOR NO WAY TO RESTORE DUE TO NOT ABLE TO PAY MINIMUM AMOUNT DUE

PROVIDE A LONG TERM SOLUTION:

ASK FIRST:

May I know your challenges in keeping up with the payment? I will look for options in giving you a long-term resolution, So you'd be able to enjoy your services moving forward without any worries for interruption.

CHECK IF ENROLLED IN AUTOPAY - customer mention that they forgot the due date or customer have challenges in paying their high bill (OFFER AUTOPAY DISCOUNT)

BILL CYCLE CHANGE - if they mention that their pay day is before the accounts due date. (ALWAYS CHECK IF IT IS ALREADY REQUESTED BEFORE)

RATE PLAN CHANGE - customer have challenges in paying their high bill. Offer a lower rate plan and once cx have recover with their financial capacity, advise we can return the previous plan (IF NOT GRANDFATHERED) TAKE NOTE AND INFORM CUSTOMER THAT THIS WILL TAKE EFFECT ON NET BILL CYCLE.

REMOVAL OF OTHER PAID FEATURES - if the customer is not using it on a daily basis, advise we can also add it back (IF THE FEATURE DOES NOT HAVE SPECIFIC REQUIREMENTS )

CHECK FOR EIP THAT WILL END OR CAN BE PAID OFF EARLY - this will lower their monthly bill and highlight if the device have an ACTIVE PHONE PROMOTION it will further help lower the bill.