Retention Offers on this page are for the Customer Care Billing Team;  Retention Team members, click here for your offers

• BETTER Offers follow the Marketing ID on each account

• BEST Offers are not limited by MarketingID

Jump to the GOOD: BOBs as a First Step

Jump to BETTER & BEST 

Retention Offers on this page are for the Customer Care Billing Team;  click here for the Retention Team offers

Jump to the GOOD: BOBs as a First Step

Jump to BETTER & BEST 

Our relationship with our customers is important, and we're dedicated to getting it right

• I’m very sorry to hear you are calling to disconnect your services. I’m here to help in any way that I can.

• We have a number of new options available. Let’s work on this together and see what we can do.​

• Our relationship is so important and we're dedicated to getting it right. Let me see what I can do. 

• I completely understand. I'm dedicated to prove that we hear you  - let me see what I can do.

• We’ve listened to customers and have XXX speed for $XX/month, XX years price lock, no contracts

• We want nothing more than to keep you as a customer. We have some new offers that include equipment and would lock that price in for XX years. No contract needed!

Always use the BOB Tab on the Pricing Sheets when offering a BOB 

• Residential Pricing Reference Sheets
• From the Pricing Sheets, select a market and follow the BOB Tab
• Check the Marketing ID for availability on each account
• Never start with the maximum available 
• BOB pricing is good for 12 months 

Remember to add the appropriate Service Code based on Package; not available for Phone Only 

• Cable/Data (CI or CPI):                    NBOBCRC and NBOBCRD 

• Data or Data/Phone (I or IP):           NBOBCRD 

• Cable or Cable/Phone (C or CP):     NBOBCRC  

Match the offer to the account

• BETTER Offers follow the Marketing ID on each account
• BEST Offers are not limited by Marketing ID

Full ICOMS Service Code and Standard Package Reference Quick Link

• Residential Pricing Reference Sheets
• From the Pricing Sheets, select the Retention Tab for at-a-glance offers

Ask why the customer wants to disconnect their service - try these phrases

• We would hate to lose you as a customer!
• Can I ask the reason you are looking to disconnect?

Click here to continue to the Current Retention step-by-step process