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