CALL DRIVERS

BILL INCREASE

• PROMO ROLL OFF -explain the value ( still have the symmetrical speed/ no caps

*LATE PAYMENT FEE- $15 -(ask how and when they pay) - money order / checking account posted 7-10 business -autopay failed -never see the bill-payment method -reason for autopay failed- no funds -day-online payment 24-48hrs

*PPF & PSF -10/20-choose paper less-acknowledge/empathy/explain the value

• "The reason why you are being billed for payment processing fee and paper statement fee is because you are not enrolled to autopay and paperless billing statement"

*COPPER INCREASE -maintain your service/ older technology needed to be taken cared of

• offer autopay/paperless/lifeline to lower down the bill

*CC Fee 3% -mandated by the bank companies/ you can call the bank

*TECH DID NOT COME -acknowledge/empatize/escalate-resched

*DISCONNECTION DUE TO DEATH -short empathy/ final billing/unreturned equipment suggested disconnection is on last day of final billing/ can drop the equip on the UPS just put in a box and this is free of charge

• AUTOPAY WALKTHROUGH MY ACCOUNT

• ask if using debit or credit card
• suggest that debit/checking account will be much better to avoid the 3% for CC
• go to Ziplyfiber.com/myaccount or https://ziplyfiber.com/myaccount/login
• enter email address and password
• when cx forget the password > verify the email > send the link for reset password
• click Home > click "Setup Autopay" > enter account number > select "New Payment Method" > select when the payment will apply > select "Continue" > for Debit card select Credit card > enter card information > click "Make a Payment" > click "Save Payment Method" > Payment Successful
• Set expectations ( they will save 10$ - they have to settle the current balance because the autopay will take effect on the next billing cycle)
• credit the $10

*DISCONNECTION

• When cx only used 15 days or not the full month of service - we are subscription base that's why they have to settle the full amount.

*RELLOCATION > MOVED OUT

• verify the service address and email address
• ask for the new address (check if the service is available)
• advise that it will be free of charge
• advise the customer that they can bring their own equipment, if not the technician will pick it up
• ask for phone number
• advise the earliest date for tech and ask the cx the best available time for them
• advise that the tech will contact them 30 minutes before the scheduled time