Contract renewal with new rate plan?
I tried to address this a couple months ago. But threads die out, and new questions come up.
As usual, my comments are limited in scope to the Midwest and Great Plains markets. But much of what I am going to say applies to the entire country. At the same time, part of the problem is that even within my market, there are some important differences that pop up when you compare different departments.
The question of contract renewal with a rate plan change is extremely complicated. Even once you understand it, it remains too difficult and time consuming to explain to a customer. You end up talking to a deer in the headlights.
Phone pricing comes in four varieties: retail, one year promo, two year promo, and New Every Two. I’m no...
(continues)
As usual, my comments are limited in scope to the Midwest and Great Plains markets. But much of what I am going to say applies to the entire country. At the same time, part of the problem is that even within my market, there are some important differences that pop up when you compare different departments.
The question of contract renewal with a rate plan change is extremely complicated. Even once you understand it, it remains too difficult and time consuming to explain to a customer. You end up talking to a deer in the headlights.
Phone pricing comes in four varieties: retail, one year promo, two year promo, and New Every Two. I’m no...
(continues)
...
Is it me or is
Empowerment = Enough rope to hang yourself
It just seems like an easy way out for Verizon if they ever need to fire you. Though, there are A LOT of disabled people working for Verizon. There's a blind guy in my building that I sat with once. He's AMAZING! Faster than most any rep I've ever sat in on.
Empowerment = Enough rope to hang yourself
It just seems like an easy way out for Verizon if they ever need to fire you. Though, there are A LOT of disabled people working for Verizon. There's a blind guy in my building that I sat with once. He's AMAZING! Faster than most any rep I've ever sat in on.
...
We might as well be empowered, sup's give away the store once things get escalated. It just saves a step.
...
Excellent summation, Bear. Could you follow up with your interpretation of what happens to promo features like free unlimited N/W and unlimited IN calling when contracts expire without renewal? I've seen where sometimes they begin to get charged $10 a month for the features. I've also seen where it just falls off the account, and I've seen where they just go on getting the promo as part of their regular monthly service.
When the promos do fall off, it's not long before the cust calls in demanding to know why. If you go to add the promo features back to their accts (I2K), it puts them into a new 2yr contract that must be corrected by the offline team.
There's GOT to be a better way?!
When the promos do fall off, it's not long before the cust calls in demanding to know why. If you go to add the promo features back to their accts (I2K), it puts them into a new 2yr contract that must be corrected by the offline team.
There's GOT to be a better way?!
...
What you are seeing is a combination of systemic issues and training issues.
With any calling plan that was developed within the last three years or so, the promotional features should continue without any problems after the contract term ends.
Features will bill out, typically at $10 for IN Calling and $15 for N&W minutes, when the promotional contract code doesn’t match the codes used for IN and N&W.
Then someone tries to fix the problem by removing the feature codes. This stops the inaccurate billing of the features, but also takes away the IN and the N&W minute packages. Then we see a $945 bill for a single line.
If the account is properly configured, features won't bill out, and they won’t fall off. Something triggers this s...
(continues)
With any calling plan that was developed within the last three years or so, the promotional features should continue without any problems after the contract term ends.
Features will bill out, typically at $10 for IN Calling and $15 for N&W minutes, when the promotional contract code doesn’t match the codes used for IN and N&W.
Then someone tries to fix the problem by removing the feature codes. This stops the inaccurate billing of the features, but also takes away the IN and the N&W minute packages. Then we see a $945 bill for a single line.
If the account is properly configured, features won't bill out, and they won’t fall off. Something triggers this s...
(continues)
...
