When should an Early Terminaton Fee be waived?
I believe due to service problems in the home area that we cannot resolve. The only provision is if the customer's home service area has changed since they signed the contract and the service is bad at the new location. I also believe customers who will not let us troubleshoot should be billed the ETF's if they cancel. All of this changes on a per customer basis a customer that has been a customer for 10 years who moves to a poor service area. Then i would probably waive the ETF.
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agreed... if it was my decision i'd waive it too... that type of a decision can only b made by a supervisor with some athoritah tho
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I have made the decision. When I have felt Cingular did not hold up thier end of their contract. I am not a supervisor I just know how to note an account.
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Good to hear that you don't need a manager in order to make a decision. Especially now, managers are actually hiding out & not willing to assist representatives in my center.
If customers won't allow us to troubleshoot, they should pay for etf.
If we have not resolved cust issue, we should waive etf. Note account. Now this is going to be at a call per call basis.
I make a decision by placing myself in the customer's shoes. How would I feel. That helps my decision making.
I wish more reps would do the same.
Good to hear that you don't need a manager in order to make a decision. Especially now, managers are actually hiding out & not willing to assist representatives in my center.
If customers won't allow us to troubleshoot, they should pay for etf.
If we have not resolved cust issue, we should waive etf. Note account. Now this is going to be at a call per call basis.
I make a decision by placing myself in the customer's shoes. How would I feel. That helps my decision making.
I wish more reps would do the same.
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