billing 4

blling 4 BILLING 4 LATE PAYMENT FEE -is a charge right after the due date -the company applies 7.50 pounce. -don't charge fee on ongoing cancellation

one time charges OTC

Other charges on the 1st virgin media

5= QS home delivery to get yourself install kit direct to your door -30.00= Engr installation 35.00 pounce =set up fee activation Unexpected charges on monthly bill -1.50 p=for paper billing if you choose your bill to be posted -7.50= late payment fee shows on your current bill -10.00= miss an appointment with one of our engineers for any reason 99.95= to activate replacement-such as new Wi-Fi hub or Wi-Fi pods

Equipment returns charge

at least 50.00 p=for each bit of kit not returned to us following the end of your service -30 days to return the equipment -after 30 days, he will be charge but do not refund Reconnection fee -25.00= for disconnecting costumers who has his equipment in their possession. -applicable within 30 days of cancellation -after or more than 30 days they will be treated as new costumers

before you cancel -open the ICOM screen=CT screen =====PRESS==EDF Calculator

COMMON SAMPLE what if the customer complaints? -complaint happens when the costumer is unsatisfied or unacceptable

billing issues -faults= equipment issues -misinformation= e.g agent issue (on the spot cancellation) -mistake on the account= e.g agent issue (accepted the services without the consent of the client), (make an ICOM manually and mistake the Icom or ignoring the mistake) -miss hold= e.g agent issue, when you offer the mismatch packages -costumer service=e.g agent issue, when you're rude at the costumer WHEN TO LOG COMPLAINTS -every instance dissatisfaction ===should be logged and resolved during the initial call where possible ===expression of dissatisfaction directly relating to a business wide annual price rise. ===the dissatisfaction is the regarding the differences bet. new and existing costumer pricing. ===the dissatisfaction is related to bill or package price shock. ===if you are unable to resolve the dissatisfaction within 24 hours, it will be assigned to a Team Manager, and it must be resolved within 48 hours. ===further actions are required to reach a resolution bec. the costumer is not satisfied that the complaint is resolved. ===the customer requests a complaint to be raised to OFCOM, ADR, DEADLOCK, DSAR, ICO AND OTHERS ------if the complaint isn't resolving the complaint direct to OFCOM ===the dissatisfaction is related to FCA regulated product ===the dissatisfaction relates to an install construction compliant or issue

When Discount is expired. =since you're a long-term costumer and you want to accept offer from other services, you're not going to get the best discount, we would offer now

CJM (complaint)

-CJM SCREEN agent feedback when you give feedback instead of pressing the complaint direct complaint -I'm going to OFCOM -I want to talk to your manager -I had call you multiple times

-I never got a supervisor call me AGENT RESPONSE: -I'll raise a complaint for you, -how would you like to receive an update regarding this complaint? is it via email or call? (THEN: get his updated email or mobile number) -Your complaint is about the e.g "price rise" -continue the conversation after you raise and talked about the complaint ===REMEMBER: still do your AER and/or PROBING QUESTIONS before you continue your conversation

ARE YOU HAPPY TO CLOSE THE COMPLAINT? close -when the client is satisfied or happy -close it on your own -send a resolution then; -close case -escalate to another manager costumer is not satisfied or unhappy -advice to the client to be active or open 24-48 hours