Service cancellation CJ & Script

 
Greeter:
1. Greet, listen and empathize
2. Ask customer if he is the owner of the account
3. Give token first and must offer the cancellation hotline 8006665 to process cessation
immediately
4. Handed the token for the customer and must offer the cancellation hotline 8006665 as a
faster and easier tool

Script: “We are sorry to hear that, definitely we can perform your cancelation request
here, however we have a fast cancellation hotline service so you don't need to wait in our
store and can call whenever convenient from your home''

1. If the customer doesn’t have POA (Power of Attorney) & reaches the store for account
cancellation use the following
Script “Sir/madam since the POA isn’t available with you, owner of the number can call
the helpline8006665 for direct cessation or he can revisit the store for immediate cessation”
 
Rooming CSR (if applicable) :
1. Greet, listen and empathize
2. Ask customer if he is the owner of the account
3. Find out the reasons for cessation – script “Would you please tell me the reason for
cessation? We can help you with this”
4. If customer is waiting for his turn use the following
Script: “To avoid waiting for long time. You can call the cancellation hotline 80006665.
And we will be around in case you need help”
5. If the customer doesn’t have POA (Power of Attorney) & reaches the store for account
cancellation use the following
Script “Sir/madam since the POA isn’t available with you, owner of the number can call
the helpline8006665 for direct cessation or he can revisit the store for immediate cessation”
 
CSR (On the counter):
1. Greet, listen & empathize
2. Ask customer if he is the owner of the account
3. Try retaining the Find out the reason for cessation
Script: “Would you please tell me the reason for cessation? We can help you with this”
4. Will offer the cancellation hotline 8006665 as a faster and easier tool if the customer
refused then CSR to process with the cancelation
Script: “You can call cancellation hotline 8006665, it’s the easier Way to cancel and get
exciting retention offers if you are eligible, I can help you start the call” – remove totally? &
proceed with cancellation request

In case customer insists, process cessation request immediately.

Note: please fulfill customer requirements & do not transfer him to helpline “8006665
Post to Pre CJ & Script
Greeter:
1. Greet, Listen & Empathize
2. Ask the customer if he is the owner of the account
3. Direct the Customer to 8006665
Script: “we are sorry to hear that please know that this can only be done through our
hotline 800-6665”
 Only customers with Power of Attorney (POA) must be served in the counter
 For CEP customers, postpaid to prepaid is done over the counter

Complaint CJ & Scripty

Greeter
1. Greet, Listen & Empathize
2. Check account ownership
3. Issue Virtual token
4. For Consumer: Advise customer to contact 800101 or live chat from UAE
app while–waiting
5. For Business: Advise customer to call 8005800 and no token provided
Direct customer to waiting area
RCSR
1. Give waiting area greeting Listen & Empathize
2. Confirm complaint understanding
3. Check account ownership
4. Do pre system checks and basic troubleshooting
5. Advise the customers that’s he can troubleshoot the complaints using Mobile App or live
chat, if the customer refuse
6. Offer hotline , its optional for the customer using the script “You can use our hotline
for the Immediate resolution They have all the tools to fix the problem, I can help you
start the call”
7. If customer is not willing to talk to the agent through hotline also, then as 3rd option,
UCMS can be created after Store/duty manager approval
8. Complaint will be created under billing or technical tab as per the complaint type
For any cases like:

• Angry customer or escalated complaint or

• if customer was not served by the helpline or
 • customer was unable to reach helpline
• Or customer was deflected to store by CCC

CSR
1. Greet Listen & Empathize
2. Confirm complaint understanding
3. Check account ownership
4. Do pre system checks and basic troubleshooting
5. Advise the customers that’s he can troubleshoot the complaints using Mobile App or live
chat, if the customer refuse
6. Offer hotline , its optional for the customer using the script “You can use our hotline
for the Immediate resolution They have all the tools to fix the problem, I can help you
start the call”
7. If customer is not willing to talk to the agent through hotline also, then as 3rd option,
UCMS can be created after Store/duty manager approval
8. Complaint will be created under billing or technical tab as per the complaint type

For any cases like:

• Angry customer or escalated complaint or

• if customer was not served by the helpline or
• customer was unable to reach helpline
• Or customer was deflected to store by CCC

Strong Deflection

Billing
Billed Amount Inquiry
   Bill Details
Due Amount Details
Bill History (Up to 6 months)
 
Payments
Bill Payment
Payment History (up to
months)
Pay & Recharge for Others
    Payment in advance
Usage
Usage Summary
Usage Details
Benefits Consumption
 Benefits Renewal
Calls & Transactions History
Promotions
Deal of the Day Promos
 Deals for You

Greeter

1. Advice customer that their request can be done only  via Mobile using the below
inspirational  script

“Sir/Ma’am, Such inquiries are only supported through our Mobile App going forward.
Please download app named "My Etisalat” from google or play store
2. Issue Virtual token to assist in downloading the App

RCSR/CSR
1. Advise the customer to download/ use  Mobile App by using the below
inspirational script:
“Sir/Ma’am, Such inquiries are only supported through our Mobile App going
forward. We can send you, through SMS, the easy steps to retrieve the information
about  <insert inquiry>.  

3. If the customer doesn’t know  how to download the App ,  Agent to send him the guided
steps via SMS using DCSS

If the customer refuse , Assist the customer in downloading  the Mobile app

Important Notes
 If customer doesn’t have smart phone ,use USSD if applicable or offer the customer mid-
range (If customer refused to buy the device then we cannot entertain them in above inquiries .