Refunds/Cancelations:Teensafe Calls

Agents MUST NOT offer a refund without the customer requesting one.

If the customer is asking for a refund check in Admin to see if the customer has UPGRADED, if they have  polity explain to the customer that at some point they clicked the Upgrade button and that it is unlikely they will be able to receive a refund. If the customer asks us to put in the would still like a refund request entered in or insists that a refund be granted escalate a ticket to billing per normal.

Lastly every time you take a call where the customer is wanting to cancel service you must get a reason for cancellation.  Attempt to retain customer’s through slight probing questions “do you mind if i get a reason for cancellation as well so we can pass that information along to fix any issues that you may have experienced?”  Listen to what the customer tells you and if it is something we can retain (IE “im cancelling because I cannot see up to date data”) offer to troubleshoot the issue with the customer before just letting them off the line.

If the customer doesn’t want to troubleshoot don’t press them any further and process the cancellation request per normal.