Teensafe Process Update

You must Offer a Ticket number to EVERY caller.

Before allowing the customer off the line you must offer a ticket number to every caller. Every customer interaction MUST be documented in a ticket.

 

When processing a cancellation request you must verify that the new account status is “canceled”.

Before ticketing the interaction and allowing the customer off the line, verify that the cancellation did properly go through. Continue to process these tickets as we have been, closing unless the customer is asking for a refund in which case gather the appropriate information and escalate to billing.