Churn - process less than 30 days disconnection Common Cause of Call Out -if there was an OTS raised -status of OTS -Failure to utilize the IC and KH to know appropriate actions needed for each scenario -failure to calculate check disconnection date -failure to follow RTC guidelines and exceptions -failure to get approval from the manager... DO's -Always check CJM status -Look for the AP (losing provider) -Refer to KH / IC- what is the One Turn Switch Status in CJM BILLING CODES AA- change of personal circumstances =cannot afford/ Redundancy =Children/ partner moved out =Extended absence AB- price =too expensive =Competitor better value for money AC- Product Features =dislikes features =lack of features e.g. channel line-up, On-demand services = to many repeats AO- Services = Billing = Misleading/ Rude agents = Call-backs not made AF- Right to cancel (existing customers/ recontract)- no disconnection fee =standard customer right to cancel - not to be confused with MBG AJ- Faults =any faults including performance of services AS= Never Installed =disconnection is within 24 hours will be used when an account has gone live but the AX -14-day Guarantee (new customers that just have their services installed)- no disconnection fee =Cancellation of service within 14 days of install (either 7 days or 24 hours) COMPLIANT -A statement that a situation is unsatisfactory or unacceptable. This could be due to things such as: > Billing Issue > Faults > Misinformation > Mistakes on the account > Mis-sold > Customer Service When to log a complaint Every instance of dissatisfaction - this should be logged and resolved during that initial call where possible. 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 because the customer isn't satisfied that the complaint is resolved until the action/outcome is completed first. The customer requests a complaint to be raised or refers to OFCOM, ADR, Deadlock, DSAR, ICO, and others. The dissatisfaction relates to FCA regulated product The dissatisfaction relates to an install/construction compliant or issue. Expressions of dissatisfaction directly relating to a business wide annual price rise. The dissatisfaction is regarding the difference between new and existing customer pricing. The dissatisfaction is related to bill or package price shock. CJM = non-customer click create complaint or agent feedback I will file a complaint for you (1) how would you like to receive the complain? (through e-mail/call/mail) (2) after next and save drop down (category/primary reason) Log; primary reason of the customer > your complaint is about (3) *Input the case detail and required resolution for your customer. *Continue where you stopped *Are you happy to close your complaint / a) close X b) 24-48 hours Money Back Guarantee New Customer 14-day money back guarantee - 7 days notice to cancel Existing customer 14 days right to cancel RTC - 30 days notice to cancel Customer under MBG may choose to do either the following: - Change their minds and disconnect - they can also switch to any other new customer deal currently available on our website Cancelling a port order - removal of landline service - if the customer wants to move their landline from one place to another SIMO discounts compliance - confirm if they have an active o2 sim Activation Fee - when we activate or provide a customer with new equipment, you will be required to change an activation fee Homeworks - fantastic product that we can sell along side our superfast broadband - £9.99 CJM - Customer Journey Management Containment Team - to support customers in finding resolutions - to help - take supervisory call * In addressing customer complaints, it is important that we all understand the customer ownership process DSAR - only send if the customer requests for a copy