Retention

3. When a customer calls to cancel their service, we should always ask ______.
5. I can quickly find the customer’s EOA in this tab.
9. An account that has been shutdown due to non payment will be marked as _____.
11. A customer calling to _______ their services will need to be transferred to Support.
12. We do not quote ______ unless it has been notated on the customer’s account.
14. A _______ Representative pre-screens a call before determining if it requires additional handling from a Retention Specialist.
15. A Retention ______ will leave notes on the customer's account.

1. SafeTouch does not ______ services.
2. A non-renewal letter must be received at least ______ days prior to the customer’s EOA.
4. The customer got rid of their phone line and would like to get cameras. We should submit a research request to Transfer/_______.
6. The new store manager needs to complete this form.
7. There are _____ reasons that we will consider releasing a customer with a buyout.
8. _____ is needed when a customer requests to cancel early due to moving our of the service area.
10. Retention must explain the ______ and requirements to a customer who is looking to upgrade.
13. A customer who wants to cancel due to service issues should be transferred to ______.