SAVE CALL FLOW
RepCB: Thank you for calling Cingular, my name is George Clooney and I will be assisting you today. May I please have your wireless number?
Customer: Yeah, I wanna cancel my service.
RepCB: Alrighty then, and may I ask why you wish to cancel with us today?
C: Yeah, my service sucks since the merger. Ever since you became AT&T or Cingular or the Axis Powers or whoever you are these days, my service has gotten worse, so I'd just like to cancel.
R: Alright sir, I can get that done for you today...*typing*...and are you aware that you have 180 days to restore service with us?
C: Yeah.
R: ...and that you may or may not get the same wireless number?
C: Yeah.
R: ...and that by cancelling with us today, you forfeit your free ...
(continues)
Customer: Yeah, I wanna cancel my service.
RepCB: Alrighty then, and may I ask why you wish to cancel with us today?
C: Yeah, my service sucks since the merger. Ever since you became AT&T or Cingular or the Axis Powers or whoever you are these days, my service has gotten worse, so I'd just like to cancel.
R: Alright sir, I can get that done for you today...*typing*...and are you aware that you have 180 days to restore service with us?
C: Yeah.
R: ...and that you may or may not get the same wireless number?
C: Yeah.
R: ...and that by cancelling with us today, you forfeit your free ...
(continues)
...
I have a word document I have had saved in my email for TWO YEARS that covers the entire save call process, I make ONE offer to appease Quality Assurance until I have all my monitors for the month and copy and paste my notes on the account, I even have in my word document the customer's objections to what I might say and my response, it has NEVER changed
...
