Retention

1. _____ is needed when a customer requests to cancel early due to moving our of the service area.
5. The customer got rid of their phone line and would like to get cameras. We should submit a research request to Transfer/_______.
8. SafeTouch does not ______ services.
9. A _______ Representative pre-screens a call before determining if it requires additional handling from a Retention Specialist.
10. A customer calling to _______ their services will need to be transferred to Support.
12. A non-renewal letter must be received at least ______ days prior to the customer’s EOA.
13. A Retention ______ will leave notes on the customer's account.
14. I can quickly find the customer’s EOA in this tab.

1. We do not quote ______ unless it has been notated on the customer’s account.
2. There are _____ reasons that we will consider releasing a customer with a buyout.
3. An account that has been shutdown due to non payment will be marked as _____.
4. A customer who wants to cancel due to service issues should be transferred to ______ for additional assistance.
6. The new store manager needs to complete this form.
7. Retention must explain the ______ and requirements to a customer who is looking to upgrade.
11. When a customer calls to cancel their service, we should always ask ______.