Ziply Fiber Disconnections

Three reasons why a customer may want to disconnect their services?

1. Dissatisfied with the service resulting to disconnection.
2. Moving to another places/location
3. Disconnect Due to death.

Describe two ways that a customer can initiate a disconnect.

1. Residential Out (RO)
2. Port Out Orders (PO Orders)

Fill in the blanks with the term that best describes the information about disconnects and final billing.

1. Non-regulated services.
2. Left In Working status
3. Reason Code
4. Regular Services
5. Partial disconnect
6. Last day of bill cycle
7. Billing cycles
8. RO
9. Partial month credit
10. Validated

List five different ways an agent can validate an account

1.Service address (easiest for customer) 2.Passcode/password 3.Account PIN 4.DOB (date of birth) 5.Service start date

What do you do if the customer cannot answer your validation questions?

• If, during a contact, suspicious repeated attempts to guess information about the account are made, document the fact that the user was unable to authenticate the account.

How do you handle a call made by a friend or family member of the customer who has passed away?

1. Do not make an attempt to retain the account.
2. Offer a name change only if the caller says they would like to continue service.
3. Provide sympathy and empathy to create a genuine connection with the caller.

If the customer wants to cancel for another reason than death or moving, when should you recommend that they cancel?

• Always recommend the last date of the bill cycle. If the customer accepts the last date of their bill cycle for the disconnect order, then the disconnect order will also not receive partial month credit for the regulated Voice service (because it is disconnected on the last cycle date).

What is one possible reason a customer should wait to cancel until the end of their bill cycle?

• What happens if we DON’T select the last day of the bill cycle? Disconnecting in the middle of a bill cycle can make things more difficult. There could be disagreements with partial month credits, and could result in customers becoming frustrated. There are numerous benefits to disconnecting at the end of the bill cycle including the customer getting to enjoy services for the entire month. It also allows for all charges and credits to be accounted for in the bill.

Sometimes customers move. If the customer states they are moving, what are two things the care agent needs to do?

1. Schedule the disconnect date to the customer's move out date.
2. Note the customer is disconnecting due to moving on X date

Describe the equipment return process.

• Once an order removing equipment is placed, an email is automatically generated to the email Ziply Fiber has on file for the customer. This email will provide an account number and explain the steps needed to return equipment.

This email takes all the guesswork out of it for the customer…. It lists exactly what equipment the customer needs to return, the link to Ziply Fiber's UPS portal and provides instructions on what to do with equipment that doesn't need to be returned.

Customers will visit the Ziply Fiber's UPS portal and enter in the account number provided in the email. The portal will generate a free return label or Smart QR code. Once the customer has the free return label or Smart QR code, they can pack up the equipment and bring it to their nearest UPS store to ship.

Fill in the blanks with the term that best describes how to set accurate expectations with the customer.

1. Accurate
2. Equipment
3. Recycle
4. Email
5. 45 days
6. Unreturned

What are the four steps in the resolution process?

1. EMAIL IS SENT AUTOMATICALLY
2. ZIPLY FIBER'S UPS PORTAL
3. EQUIPMENT RETURN DUE DATE
4. SOME EQUIPMENT CAN BE RECYCLED

What are the three steps?

1. DOCUMENTATION (Reason for manual check-in, Date mailed or dropped off/picked up, UPS tracking num

2. NOTIFYING SUPERVISOR (FOR WAIVING OF THE CHARGE)

3. ADVISING CUSTOMER ABOUT THEIR BILL

4. The customer does not receive the email.

• go to Ziply Fiber’s UPS portal. -Enter information on the customer's behalf. Verify that you have the accurate email address.

1. The customer cannot leave the house to drop off equipment

• Customers can contact UPS to arrange pickup. Any charges for pickup would be the responsibility of the customer.

1. The customer does not have a printer. -If the customer doesn't have a printer, we can send them a QR Code via email or UPS Store can print for them at the store

Fill in the blank with the term or phrase that best completes the statement about the final billing refund process.

1. Credit balance
2. Money matrix
3. On be Mastercard
4. Refund

What are the five stages of the timeline for customers who disconnect service and receive a refund?

1. Permanent Disconnect
2. Final Bill
3. Operations Support Center (OSC) Refunds Team
4. Accounts Payable requests approval from management, and processes approved refunds
5. On be issues prepaid Mastercard, based on the amount of the refund

What are the four steps if the customer has an expedited refund request?

1. Complete the Overpayment Refund Request Form (Completed by Agent)
2. Inform the Customer (Completed by Agent)
3. Notify Supervisor of the Request
4. Supervisor will send an Email to Escalated.Refund.Requests@ziply.com with the details of why we are placing an expedited request along with the customer's name and BTN

Fill in the blank with the term or phrase that best completes the statement about a retention strategy a customer care agent could use.

1. One-Time Introductory Offer
2. Retention Empowerment
3. Retention Offers
4. Retention Response

Now, look at the scenarios below and indicate if the customer should call a Ziply Fiber customer care agent or Onbe Mastercard directly.

1. Ziply Fiber Agent
2. Ziply Fiber Agent
3. On be Mastercard
4. On be Mastercard

There are correct and incorrect ways to handle customer disconnects. In the examples below, write YES or NO to indicate if the Ziply Fiber agent handled the conversation correctly.

1. YES

2. NO

3. YES

4. NO

5. The agent was able to acknowledge the customer's issue. It could've been better if the agent gives an assurance statement such as 'No worries, I'll process your request for today to make this better for you' to make the customer feel assured and that she will not have to cancel

6. The agent was able to set the customer's expectations properly by giving a heads up that there will be a few questions asked but it is the wrong validation question. We can ask about the customer's Service address, phone number, start of service date and DOB

7. This statement just lacks connection and empathy. It could be better if the agent will be more connected to the customer to show more empathy and assure the customer. The agent could say 'I understand that you were not able to take your equipment to UPS but no worries! I can help you on initiating another return.