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" *Rate Increase Copper-$15 -maintain your service/ older technology needed to be taken cared of

*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

*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. MOVING OUT:

ask new add prospect (transferring ziply) availability verify $90 ( free install) you can bring your router with you and tech will take care of the rest sked it up to 3days between 8-12 and 1-5