Contact Drivers

ONE TIME PRICING: | EVERYDAY PRICING |

• 100/100 = $20 | - 100/100 = $50 |

• 300/300 = $45 | - 300/300 = $70 |

• 1 GIG = $65 | - 1 GIG = $90 |

• 2 GIG = $75 | - 2 GIG = $95 |

• 5 GIG = $85 | - 5 GIG = $105 |

(www.lifelinesupport.org) (1>800>234>9473)

Value using Ziply router

• updated firmware
• If the router a has problem, the technician can fix it for free.
• Don't need WIFI extender

WHY MY BILL WENT UP

• Router inclusion of the bill - $15

• You can rent a router instead

• Streaming tax * Video tax- $30 > Roku's Stick * Sport Channel Tax- $50

• Payment processing fee- $10

• Paper statement fee - $10

• Professional Installation fee - $90

• Introductory pricing has been ended

• Late payment fee- $15

WHY DID I RECEIVED A BILL AFTER I DISCONNECTED

• It shows here your bill cycle is every 30th of the month, but you disconnected your service in the middle of your billing cycle, which is in the 20th of August. Basically, you will still billed for the remaining days since we don't have contract.

Value of Ziply

• No annual contract
• No data cap
• Has a symmetrical speed * Upload & Download Speed. Competitive Pricing (Introductory Price)

100/100 = $20.00 300/300 = $45.00 GIG = $65.00 2 GIG = $75.00

REGULAR PRICING:

100/100 = $50 300/300 = $70 FIBER GIG = $90 FIBER 2 GIG = $95

Closing spiel

Since Emma, you don't have any questions for me, I hope was able to assist you will your bill all throughout, by the way, after this call you will be receiving an email via survey, I hope you could leave a feedback on how I assist you.

Have a great day, and enjoy the rest of your day.

Rapport-

I've noticed, that you have been with us 5 yrs, thank you for choosing Ziply. We do appreciate you as our valued customer.

By the way its Tuesday, any plans for today.

Disconnection

Oh no, I’m sorry to hear you’re looking to cancel(Disconnect) your service. We really don’t want to lose you as a customer.

(Is there something we did wrong to make you want to leave us?)

"Oh, no! We would hate to lose you as a customer. Was it something we did that didn't meet your expectations?"

DEATH

"I’m so sorry for your loss, my condolences i can definitely assist you with this disconnection & make sure everything is set for you once again this is Marvin."

• "I’m so sorry for your loss, I cant imagine how hard this must be for you (cx name) once again this is ————. and I'll make sure everything is set for you"

Proactively mention the Disconnect:

• "I recommend disconnecting on ___(before bill cycle) so you can enjoy your services through the end of the billing cycle."

• "We thank you for your business. I see you have been a loyal customer the past "xx" years. Your services will be disconnected on the ___ (last day of BC)

End of the Billing Cycle Value:

• "You'll have a few more days to use the internet while finishing your move. Goodluck on that part for sure! You will see unused service credits on your next bill statement for your access line and phone (etc)"

NOTE: For return there is instances that we credit the customer and we use OmBe Prepaid-Master Card CredIting can take 2-3 billing cycle | We can expedite it if its ziply fault (like double charges and etc.)

CALL DRIVERS

Billing increase:

• Payment processing fee (Autopay) = $10

• Paper statement fee (Paperless) = $10

• Late payment fee - $15

• Important Customer Message - 3rd page of the billing statement (where promo-roll off for new customers were disclosed)

STREAMING:

• Ziply doesnt offer streaming, 3rd party ang streaming.

• We can offer streaming if customer has smart tv, applicable din to for

traditional TVs but of course, ruckus stick

• In any case that the customer said yes to your Streaming TV offer, warm transfer

them to Video Conceirge

• If the customer declines streaming, offer ruckus

• always advice customer to cut the cord at the end of the billing cycle

• Ruckus stick arrives 3-7 business days

NOTE

• ALWAYS VERIFY THE CUSTOMER FIRST BEFORE TRANSFERRING THE CX OR CUT THE CORD WITH

CX

Why did my bill go up $25 (Intro Pricing Expiring)

• Usual is promo roll off

• Can be because of autopay and paperless

• Can be a copper increase

• Can be a Fiber TV increase

• Can be a phone service increase

• Can be a late payment fee

Why did I receive a bill after I disconnected my account

• usually because your account was disconnected in the middle of your billing

cycle, meaning to say, for example, youe billing cycle is on the 5th, but the account

was disconnected on the 1st, but the bill for that cycle is already printed

I’d like to disconnect my account

• can be due to death (no verif just confirm the account name)

• can be due to dissatisfaction ( cases may vary)

• can be due to relocation (we can move the service if fiber is avail in the area,

if not, advise the cx to disconnect then re-apply)

My internet is not working

• Can be due to dead zones ( offer extenders, sched a tech visit)

NOTE VERIFY!!!!

• Outage

• Catastrophe

• relocation

I’d like to make a change to my account

• ALWAYS VERIFY IF GANTO

• TPV ( phone number register )

• customer has a new phone number

• customer just moved out and has a new phone/phone number

• Adding/removing authorized user/s in the account

• Adding/removing payment methods

I received my first bill and it is higher than expected

• In this case, usual issue is the price they saw on our website suddenly increased

• EDUCATE THE CUSTOMER AND PROVIDE ZIPLY VALUE (No data caps, symmetrical speed,

no contracts)