Advise Mrs. Kida that there is nothing you can do for her and proceed to end the call.
Use the Offer Management Tool to find an appropriate offer for the customer; speak to the value of the service and provide downgrade options. If she threatens to discontinue services or switch providers, transfer the call to Retention.
Immediately transfer Mrs. Koda to the Retention Department.
Advise Mrs. Koda that the only way to lower her bill is to downgrade her services.
Mr Hamilton , it appears that you downgraded your HSI services on July 1st and your previous billing cycle ended on July 22. You were credit for these 21 days.
Mr Hamilton, it appears you upgraded to a Dual Tuner DVR on July 1st and your previous billing cycle ended on July 22. You were charged for these 21 days.
Mr Hamilton, it appears that you recently made an upgrade to the Blast level of HSI on July 1st and your previous billing cycle end on July 22. You were charged for these 21 days.
Mr Hamilton, I see that you were incorrected billed for the extra period of service with our Blast Internet product. I will have your account credited.
Inform the customer that it takes 21 days for a check to clear the system, including weekends and holidays.
Let the customer know that we needed to receive her payment after the 21st of the month for it to record in the system. Since this was not the case, the payment was coded as a 'missed payment'.
Tell the customer that there are 21 days in each billing cycle, which would account for the time it takes to receive, clear and apply the check payment to your account.
Advise the customer that we received her payment after the billing date of July 21st. Because of this, it was not reflected at the time the bill was printed, however you'd be happy to review her account balance with her.
Educate the customer on their current services and what they would lose by disconnecting. .
Immediately transfer the customer to Retention.
Transfer the customer to your CSS and have them submit a Tier II ticket.
Follow the Corporate Escalation policy.
Pay the entire balance on www.comcast.com
Pay the entire balance now over the phone, at a service center or pay the collection agency directly.
The CAE should submit a Support Services Auto Refund-Disconnect Account Only research form.
Call the credit agency and explain that the customer paid the incorrect amount.
He informs the customer that the PPV movies can only be ordered via the remote control and identifies the box from which the movie was ordered.
He identifies the box from which the movie was ordered and educates the customer how to use the Parental Control and Purchase code features.
He checks the Ledger to determine if the customer has previously called in for PPV credits.
He gives the customer a credit for the movie in the adjustment screen.
CASPER's Monthly Upgrade Marketing Campaigns and the Offer Management Tool
Rate Increase Document, CASPER Monthly Upgrade Marketing and the Offer Management Tool
Rate Increase Document and the Offer Management Tool
CASPER's Monthly Upgrade Marketing Campaigns and the Rate Increase Document
Advise Mr. Seacrest to go down to the service center to have this issue resolved.
Review the account history, change the box data screen and remove the rate codes (if necessary) as of the date that the customer called in.
Apologize to the customer and inform him that you are unable to assist. Transfer the call to the Retention Department.
Review the account history, change the box data screen and rate codes; if necessary, have the account back-dated to the date when the box was exchanged.
A non-compliant upgrade because the difference in price is less than the $15 ARPU rule.
A compliant sidegrade because the difference in price is more than the $5 ARPU sidegrade rule.
A compliant upgrade because the CAE sold a higher priced bundle.
February 1, 2011
The fiscal February bill or between Jan 22, 2011 and Feb 21, 2011
The fiscal March bill or between Feb 22, 2011 and March 21, 2011
Jan 1, 2011