Always ask why! Apologize or show empathy, and either ask the reason for the disconnect or restate the reason given for the disconnect

Select a reason below for help asking the right questions; be sure to come back here for Customer Retention Steps

• Competitor? Ask Probing Questions
• Moving? Get the New Address
• Technical Issue? Ask for Details
• Service No Longer Needed? Ask the Reason

Review the customer's current services 

• What is the overall monthly cost of services?
• What speed does the customer have?
• What extra channels do they subscribe to?
• Use descriptive words to explain the customer's services
  • Lighting-fast internet
  • Robust channel lineup - something for everyone
  • Fast, reliable mesh Wi-Fi to connect your entire home
  • Mobile on one of the largest and most powerful nationwide 5G networks to connect you to your world with speed, performance and reliability
• Ask questions to know the type of conversation to have

Is it due to Price?

If the customer is switching to a competitor:

• Ask where they are going
• Find out the type of service they are receiving 
• Ask how much are they paying
   

Is it due to Moving?

If the customer is moving:

• Acknowledge their move with positive affirmation and ask for the new address

• Determine whether the address is serviceable

• If it is serviceable, offer to transfer the service

Is it due to Service?

• Show empathy and determine or confirm what service issues they have had

Evaluate Video Usage: consider how often additional TVs are used to identify opportunities for reducing unnecessary expenses

Channels: is the customer watching the channels that they subscribe to?

Speed:  is the customer's internet speed a good fit for their needs? 

Optimize Mobile: Astound can save the customer overall household expenses by offering our Mobile services

Quick Links for Packages and Pricing

• Pricing Sheets - Standard and Retention Offers all-in-one
• Care Team Retention Good, Better, Best at-a-glance
• Retention Team, Outbound, OES Good, Better, Best at-a-glance

Understand Customer's Price Concerns: Begin by addressing the customer's specific price-related concerns to ensure your offer aligns with their budget expectations.

Analyze Competitor Offerings: Compare your services to competitors, emphasizing unique advantages that make your offer more appealing and valuable.

Highlight Speed Advantages: Showcase how your solution provides faster results or services, meeting the customer's need for efficiency and timeliness.

Emphasize Affordability Benefits: Stress the cost-effectiveness of your offer, demonstrating how it delivers exceptional value without compromising quality.

Quick Links for Packages and Pricing

• Pricing Sheets - Standard and Retention Offers all-in-one
• Care Team Retention Good, Better, Best at-a-glance
• Retention Team, Outbound, OES Good, Better, Best at-a-glance

• Understand Customer Concerns: Engage the customer by asking open-ended questions to uncover their specific challenges and reservations about the offer.
• Apply Feel, Felt, Found: Use this empathetic approach to relate to the customer’s concerns and provide reassurance through shared experiences and solutions.
• Clarify Misunderstandings: Identify which aspects of the offer do not meet the customer’s expectations and explore ways to better align with their needs.
• Address Specific Needs: Focus on tailoring the conversation to highlight how the offer can resolve the customer’s unique challenges effectively.

• Complete CPNI verificaiton if necessary
• Process the save or disconnect
• Explain the next steps clearly

Closing the call:

• Confirm the best option shared
• Thank the customer
• Reinforce ongoing support