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Ask the Reason for the Disconnect 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... Read More

Determine the Reason for Disconnect Ask why the customer wants to disconnect their service We would hate to lose you as a customer! Can I ask the reason you are looking to disconnect? Based on their response, follow the appropriate... Read More

Identify the Customer Verify the person you are speaking with is authorized to make changes/disconnect the account Verify CPNI: authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing orÂ... Read More