RETENTION

2 TYPES OF RETENTION

1. Proactive
2. Reactivate

ask the reason for cancellation Provide information on how Instant Ink program works based on their reason of cancellation Investigate the reason

Ex.

when was the last time they received their shipments check the ink level

WHY RETENTION IS IMPORTANT

keeps the existing cx base Turning around who is on the fence can make HP customer life Recruits new customers into the business through word of mouth If you have educated and retained that customer, you will likely see positive survey results It's the right thing to do

WHEN TO RETAIN THE CUSTOMER

Shipment issue/ slow/ late / did not receive the cartridges Cx does not agree in the page count Cx does not understand additional page/rollover system Cx is not connecting to the service The program was not explained correctly (cx does not understand the program) Going on a vacation

WE DO NOT RETAIN CUSTOMER

CX DOESN'T HAVE THE PRINTER account holder passed away account holder is no longer with the company Cx is relocating to a location where there's no internet connection. Do you use Instant Ink Why do use Instant ink what do you like about the instant ink program

WHY CX WANTS TO CANCEL

CX doesn't understand how service works cx thinks the service doesn't work for them they don't print that much too expensive has problem with printer or ink cx has too much ink

REASONS WHY CX THINKS THAT THE SERVICE DOESN'T WORK FOR THEM

They had hardware issue (Ex. Print quality, Cartridge rejection Ran out of ink and bought at store Connection Issues Page Count is showing incorrectly, ( problem with internet connection) (possible replenishment issue)

CX THINK SERVICE DOESN;'T WORK

Find out why they believe the service doesn't work If Issue can be resolved, resolve the issue instead of cancelling Apply appropriate offer to the cx situation

APPROPRIATE OFFERS

It's not always free month, Cx won't want to stay with a they don't believe is working properly, even if it's free In scenarios that cx thinks that the service doesn't work, the most appropriate offer is to resolve the cx issue If replacement cartridges is needed, offer express shipping at no additional cost

CX DOESN'T PRINT VERY MUCH -They are thinking that:

1. Paying every month
2. Not receiving ink

Find out how many pages you print per month If issue cannot be resolved, resolve the issue instead of cancelling Apply an appropriate offer to the customers situation IF CX DOESN'T PRINT MUCH (Appropriate Offers) Check if they are on the right plan/ provide recommendation How much are they paying with their own ink vs. with HP instant ink months with 0 number of pages, we can process refund free months- if cx is printing enough to warrant a paid plan

SAVINGS HISTORY

to check recommendation

SERVICE IS TOO EXPENSIVE

Paying for additional pages each cycle - provide the cost of cartridge outside/ store check if they are in a wrong plan

CPP- cost per page- most effective way to show the cx value program,

TYPES OF ISSUES CX HAVE ON PRINTER OR INK CARTRIDGES

Hardware issues Soft ware issues Print quality/cartridges issues

ISSUE WITH PRINTER OR INK

determine cx issue resolved issue instead of cancelling apply appropriate offer

WHEN WE ARE GIVING COMPENSATION

print quality issue paper jam print out in duplicate pages Before give compensation resolve with technical issue, if cannot resolved, transfer to tech support.

ISSUES WITH PRINTER OR INK APPROPRIATE OFFERS

Crediting pages that were used for TS - crediting pages we remove the cost to the cx of TS (waiving express shipping) Offering Free Months 1 mo. free prepaid credit card

CX THAT ARE NOT RETAINABLE

Moving out of the country and not coming back Cancelling an account for printer they returned / replaced Cancelled their credit card and wont get another one No longer have internet and don't plan on getting it again Deceased customer

RETENTION DO'S AND DON'T DO'S

find out what they are cancelling first find out if they have already offered retention months make an effort to keep them enrolled Tailor your efforts to the individual needs of each cx Investigate accounts to find out if program is good fit for them offer 2 months retention to entice them to stay use the savings calculator to describe cost differences let cx vent out sometime people just want a person to hear them out and show they care

DONT'S

open the conversation telling them cartridges are deactivated offer free monthly blindly free months don't resolve everything offer free months if cx already been offered retention transfer to tech support without setting up call backs cancel accounts with put asking the reason for cancelling forget to log the reasons for cancelling and what you did to retain them in your notes sound pushy. we want the cx to get the solution that fits best for their needs whatever it might be

DNAP- UNRESOLVED

2 TYPES OF CANCELLATION NOTES

UNDER UTILIZED-Customer has multiple months that was not able to print

6 months consecutive 0 usage we can give 1 mo to 2 months refund don't provide 2 months free service offer downgrade

ABANDONMENT- Thinking to cancel the subscription check savings history

Never Printed a Page- A customer calls in complaining that they have been billed for the service but have never printed with the service. Customer has 0 pages in every billing cycle since they have been enrolled to the service. Please note, even if 1 page has been printed, this does not apply.

COMPENSATION GUIDELINES

0 usage for 4 consecutive months status- initiated unsubscribe - cx cancelled the account on their end online and we are just waiting at the end of the billing cycle> ON AST the subscription state will show "initiated unsubscribe" > if cx want to stay > click view customer account page > Dashboard> on the upper right, click keep enrollment No Billing Issue we can give 1 mo. to 2 months refund or 2 months free service

CX FINANCIAL HARDSHIP CANCELLATION

If billing is good standing give 1 month refund or add one free month for the final bill

IUR (Ink Usage Report)- Check IUR to check the shipment AST>cartridge tab>Historical tab> change date

CX ASKING FOR REFUND/ NOT PRINTED PAGE

Months should be consecutive check printing status to check activity refund for 2 mos.

VACATION MODE

Good billing status offer temporary cancellation don't downgrade CIT is disabled if cx used it before within the last 8 mos. 4 mos. maximum for suspension

CX PROACTIVELY CALL IN WITH ISSUE ON THEIR BILLING CYCLE

billing cycle has not ended no other compensation given no pending overage ensure that the printer is connected to internet < give 1 free month

WISE TOOL - (For compensation)

ART- To check, Go to WISE > commercial> Agent Assistant Beta > type AART > Quezon >

copy paste the details on the note L2 will handle both Refund AND free month L2 cannot do a refund if the overall charge is $100 or over

SHINE means Smile Hear interact - active listening

1. Stay focus,
2. really listen
3. allowed period of silence
4. paraphrase
5. understand the emotion Interact- Own the issue Nurture - Agree on resolution and take action Exceed - Deliver excellence

social smile - greeting smile genuine smile - contagious can make you feel good

WRITTEN ASSESSMENT 2 -web service- world wide web -We do not include cable on the first printer order - HP want cx to use their own cables -does replacement printer comes with cartridges- no. bec. the printer is the only problem -which of the ff before enrolling the printer -upgraded 300 plan, how much is the amount to pay -$11.99 500 page plan, exceeded 25 pages, how much is $21.99

• what is the manual DNS- manual DNS - 8.8.8.8 8.8.4.4

Prepaid status- combination of free months or prepaid card payment

I am sorry to hear that you no longer wish to use the instant ink service,

CUSTOMER IS ASKING FOR REFUND WITH A SUSPENDED ACCOUNT FOR THE TIME OF NO SERVICE

update the payment information and once the payment method and the account is in a good standing we can escalate it for approval for a refund, would you like to accept the offer. escalated to account management team to let them know about your request and wait for the feedback within 3-5 bus. days/ they will call you, so is the number you gave me earlier is the best call back number how many months will satisfy you.

SPIELS

CANCELLATON "Mr/Mrs_____________ I am sorry to hear you no longer wish to use the instant ink service, as the program states we can cancel that for you. HP values you as a customer, so if I can please get the reason for cancellation we may be able to provide an alternate solution, or at the very least your feedback to possibly improve the service."

"I apologize that you are not satisfied with the program. As the terms of service state we can cancel the program for you. HP really values you as a customer in our program. If we could get the reason for cancellation perhaps we can correct the issue or implement changes to improve our service.

OCCP I would just like to set your expectations that resolving this issue might take around 5-10 minutes. Also, since we're currently working from home due to the pandemic, I might not have control over the back ground noise like i would in the office. So let me know if I'm speaking too fast or if my line is cutting in and out so I can adjust for you

NOT RECEIVING INKS Based on the system, it seems that the printer lost it’s connection from your router last July 28, which caused the printer not sending ink information to our database. But don’t worry now, since you’re speaking to me, I’ll make sure to send you a priority shipment of the ink cartridge that you need. To prevent this from happening again, please make sure that the printer is always connected to the internet. Also, please refresh the connectivity of the devices at least once a week by turning the router and printer for 3-5 mins. And we have sent you emails reminding you to keep your printer online. Let's go ahead and reconnect the printer.

PROCESS SHIPMENT That's good to know. Since your printer is connected , can you verify your shipping address so I can process a manual shipment for you via priority shipping. This will take 4 to 7 business days delivery.

BILL ISSUE SITUATION WHAT IS THE BILL HOW MUCH IS THE CHARGE WHAT COVERS THE BILL WHEN IT WAS CHARGED

Is there any changes on your payment method pending bill on your account We can run through your bill so we can sort things out Tips on how we can prevent that problem in the future acknowledge the changes- Great move!

TIPS - moving forward just update the credit card information to make sure that service will not be interrupted and you to continue enjoying the ink service

More refund issue- I can give you 2 mos. but since you are requesting multiple months of refund, we can get an approval here, we will send a request for review to our account management team and after the evaluation you will receive a call back within 3- 5 bus. days

MULTIPLE CHARGES

provide date and billing cycle covers we are charging you at the end of the billing cycle

OVERAGE CHARGES

Click view customer account page under payment history