Handling Credit Related Call - Survey
Name: 


A red asterisk (*) indicates required questions.

  1. The customer claims that he/she was never informed about the payment processing fee and requests it to be waived. What will you do?*
    Will honor what customer is saying and will process the adjustment, it’s just $5.00 anyway. It won’t hurt.
    Review the account for any recent credits provided within the last 12 months and if no courtesy credit has been given, apply the requested credit but advise the customer that moving forward, the payment processing fee will be applied
    Walk customer through their October bill and advise to check notice for payment processing fee. Educate the customer of other options to pay their bill and do not process the adjustment


  1. The customer calls in about a Pay per View event yesterday that they ordered but wasn’t able to watch since it wasn’t working. You found no notes of any call that the customer made to report the issue and the customer is asking you to reverse the charge as they are a loyal customer. Upon checking on your tools, you were able to verify that there was no reported issue on their location. Will you process an adjustment for it?*
    Yes
    No


  1. Customer calls in asking as to why their bill is high and you were able to verify, validate and explain to the customer that there were one time charges for multiple purchases of Disney Movies through their remote control. Customer said that they are not aware of this; their kids do not know how to order movies and is asking these charges to be waived. What will you do?*
    Process the adjustment since it is acceptable that kids might have just accidentally purchase the movies. Educate customer and provide option on setting up a PIN for parental control.
    Negotiate and tell that to meet half way, you can credit half of the total amount of the movies. Educate customer and provide option on setting up a PIN for parental control.
    Explain as to why credits cannot be processed. Educate customer and provide option on setting up a PIN for parental control.


  1. The customer calls in to report that their cable service isn’t working but declines to troubleshoot and wants to have a technician sent out to fix it for them. Aside from this, the customer wants to have credits applied on the account for not having service until the technician arrives. Will you credit the customer as they requested? What will you do next?*
    Will roll a truck and will process range adjustment for the days customer mentioned that services were out until the day of the appointment schedule
    Will roll a truck and will inform the customer that the technician will validate if it’s a Spectrum issue and if not, a possible charge may apply
    Will roll a truck and will inform the customer that they can call us back for the adjustment once the issue is resolved to make sure that we will cover all the days the services were out because they are not suppose to pay on the services they can’t use


  1. Customer is asking if we can have the late fee waived because we just had an accident and was not able to pay the bill on time. Customer said he was with us for 5 years now. Are you going to process the adjustment? *
    No. Explain as to why you cannot process the adjustment and provide option of enrolling on an auto pay to prevent this issue
    Yes, customer has been loyal with us and his reason is very acceptable provide option of enrolling on an auto pay to prevent this issue


  1. Customer calls in for a bill dispute and noticed a charge for a rescue fee. You were able to verify that customer had an EZ rescue fee for a failed EZ connect option on their installation. After explaining as to what caused this fee, customer claimed that they will cancel their services if we will not process the adjustment. After doing all efforts necessary to deescalate, customer is still insisting to have the credit. What will you do?*
    Will process the credit as courtesy and will provide notes that credit is to save the customer from cancellation
    Will not process the credit and will forward the call to retentions


  1. We can process an adjustment for customer that has been with Spectrum for more than 5 years and for customer on a good payment standing for the past year*
    Yes
    No


  1. Customer calls in and is claiming about a promised adjustment about their Wi-Fi activation. You found a note that the previous agent indeed promised it but can’t be able to process it since it’s yet reflecting on the ledger. You also verified that it’s a valid charge. What will you do?
    Will process the adjustment and honor what was promised to the customer. We would like to provide a better customer experience and sending customer back to the agent who promised the credit will make them dissatisfied. Will report the agent it to Team Lead for coaching purposes
    Will explain why it was a valid charge and will apologize for the wrong expectations made by the previous agent. Will not process the credit but will report the agent to Team Lead for coaching purposes


  1. Customer calls in expressing their frustration about their technician who came in late came in late. What will you do to verify if the technician indeed missed the schedule time frame and what will be your next step?*
    Honor what the customer is saying and offer an on time guarantee credit since it was verified that the technician is late
    Advice your SME/ Supervisor to contact dispatch team to verify if the technician is late and reassure the customer complain will be addressed and proper feedback will be provided and will set expectation that this should not happen again. On time guarantee will not be processed unless the customer asked for any compensation
    Check for any notations and account trace that would indicate that the technician is late and reassure the customer complain will be addressed and proper feedback will be provided and will set expectation that this should not happen again. On time guarantee will not be processed unless the customer asked for any compensation


  1. Customer calls in for a promised credit for an installation fee but no notation was found. You found out that installation fee is a valid charge. After an effort of you explaining why the charge is valid, the customer decided to talk to someone who can give them the credit and is threatening to cancel. What’s your next step considering that customer is already irate?*
    Transfer the call to your SME/ Supervisor
    Deescalate, own the call and reiterate that it’s a valid charge in a very calm and professional way and transfer the call to your SME / Supervisor if the customer insisted
    Transfer the call to retentions since the customer is already threatening to cancel





Startek Philippines Brand Warrior
Startek Philippines Brand Warrior