sv tool elnk pg docxabudsan.com/moodle_docs/sv_tool_elnk_pg_docx.pdf · service & support...

Saves Tool

Saves

Participant Guide

Version 1.3

Participant Guide

© 2009 EarthLink, Inc. 1

Document Information

Authorship EarthLink’s Training Department created this document. Training

Department maintains sole rights and responsibilities for ownership of this document and for maintaining the accuracy and viability of the knowledge contained herein. Anyone wishing to update, alter, or in any way change this document should create a QuickBase project in the Quality & Training Projects application. After a Change Requestor clicks https://www.quickbase.com/db/98hgvisu, he or she will log on to QuickBase and click Add a New Project.

Version History

Version Date Author(s) Affected Change & Pages 1.0 07/28/07 K. Arthur Document creation for SAP 1.1 11/06/2008 A. Budsan Retooled for Vantive 1.2 01/14/2009 A. Budsan Added Cable and removed

transition info. 1.3 03/15/2010 A. Budsan Modified for Moodle demo.

Copyright Information

© Copyright 2009 EarthLink, Inc., All rights reserved.

This document contains confidential and proprietary information and is intended only for the person(s) to whom it is transmitted by EarthLink, Inc. Any reproduction of this document, in whole or in part, or the divulgence of any of the information without the prior written consent of EarthLink, Inc., is prohibited. EarthLink, Inc. reserves any and all rights to the information contained in this document. Published in the United States of America.

Participant Guide


Table of Contents

Document Information........................................................................................................ 1 Course Overview ................................................................................................................ 3 Working with the Saves Tool in Vantive............................................................................ 4 Cancellation Reasons .......................................................................................................... 6 Role Plays ......................................................................................................................... 23 Course Review.................................................................................................................. 24

Participant Guide


Course Overview

Introduction Welcome to the Saves Tool course! You will learn how to use this tool to

save a customer from canceling their Internet service. Much of this course will be self-paced e-learning, so feel free to ask any questions that you may have during the training to your Instructor. As you are going through the e-learning we hope you will enjoy the colorful look and feel of the Saves Tool interface. Learning a new system can be challenging, but the Saves Tool will ultimately help you be more effective in your job. Your commitment in this training, however, is crucial to your success. Adoption of this tool is just one more way to ensure that every one of our customers receives world-class service.

Participant Guide


Working with the Saves Tool in Vantive

E-Learning Content

Complete the ELNK - Working with the Saves Tool in Vantive e-learning in LMS on your own with your assigned username and password. The course is divided by agent type; just select the appropriate type to continue. http://abudsan.com/moodle/mod/resource/view.php?id=4 You will be able to test your ability to use the tool within the e-learning and take a short quiz. You may at any time select the pause button at the bottom left of your screen if you need more time to review the slide. Pressing the play button will resume the course. If you have any questions, please come see the Instructor.

Continued on next page

Participant Guide


Working with the Saves Tool in Vantive, Continued

KB Review

Review the following knowledge base article Using the Saves Tool Linked from Vantive/PeopleSoft CRM: http://abudsan.com/moodle/mod/resource/view.php?id=5

Important Points

• Always complete serviceability check prior to opening the Saves Tool. • You must save your case prior to opening the Saves Tool and again once

you have completed entering your notes. • Your Saves Tool activity will be captured in a new case. • You must select what product(s) the customer would like to cancel. • You must click the Fetch Information button before selecting a macro and

micro unless you are using the Generic Product Selection. • Macro and micro dropdown menu options populate based on the product(s)

selected for cancellation. • If qualifying questions appear, you must select answers to them before

being able to see Saves offers. • You should always present the winning offer first unless not applicable. • You must mark the appropriate radio buttons for each offer to indicate

whether it was accepted or declined. If it was not offered, you do not have to select any radio button.

Participant Guide


Cancellation Reasons

Introduction There are three categories (Macro, Micro and Reason) for cancellations by

line of business. Locate the page with the appropriate agent training type and review the details. Once complete, continue to the Role Plays section.

Agent Type Page

Consumer Access/Voice 7 Business Access 13 Web Hosting 17 Cable 20 Role Plays 23


Participant Guide


Cancellation Reasons, Continued

Consumer Access/Voice Cancellation Reasons

Listed below is the Consumer Access/Voice cancel reasons both Macro and Micro with an explanation of why you would choose these reasons. Please review each carefully. Cancel reasons are subject to change. The Saves Tool will always reflect the most up-to-date cancel reasons.

Macro Cancel Reason (Access)

Micro Cancel Reason Choose this cancellation reason…

Billing Incorrect Billing for billing related issues. Billing Wanted Alternate Payment

Type for customers who were unable to change their method of payment.

Technical Problems Installation Took too Long for delayed installation (past-FOC) related issues.

Technical Problems Connectivity Issues for connectivity related issues.

Technical Problems Speed Issues for speed related issues. Technical Problems Hardware Issues for hardware related issues. Technical Problems Software Issues for software related issues. Technical Problems Email Issues for e-mail related issues. Technical Problems Deemed TNF for TNF related issues.

(Must be documented by TS/IS/TRON in Vantive!)

Price / Speed / Value Asking for a Lower Price

for customers canceling because they feel their MRC is too high.

Price / Speed / Value Asking for a Different Speed

for customers canceling due to another speed not being available.

Price / Speed / Value Switching to Competitor Bundle

for customers switching to a competitor's bundle.

Price / Speed / Value Switching to Competitor Cable

for customers switching to a (non-ELNK) competing cable provider.

Price / Speed / Value Switching to Competitor DSL

for customers switching to a (non-ELNK) competing DSL provider.

Price / Speed / Value Switching to Competitor Other High Speed

for customers switching to a competitor's alternative High Speed product.

Price / Speed / Value Switching to Competitor Dial-up

for customers switching to a competitor's dial-up product.


Participant Guide



Macro Cancel Reason (Access)


Service & Support Issue Not Resolved for issues that were not resolved to the customer's satisfaction.

Service & Support Language Hard To Understand

for issues when the customer wants to cancel due to language issues.

Service & Support Unhelpful or Rude Service for issues when the customer is canceling due to poor service or rude agents.

Service & Support Long Hold Times for issues when the customer wants to cancel due to long hold times.

Usage Does Not Use Enough To Keep

for customers who claim they aren't utilizing the service enough.

Usage Free Access at Work or School

for customers who get free internet access via another method.

Usage No Local Access Number for customers who relocated but have no local POP number.

Usage Temporarily Suspending Service

for customers needing to suspend service due to vacation/travel/deployment.

Usage No Computer for customers who state that they no longer have a computer.

Usage Natural Disaster for customers affected by a major natural disaster (ex. hurricane, tsunami)

Other Reasons Buyers Remorse for customers canceling within 30 day remorse/didn't mean to sign up.

Other Reasons Fulfillment Issues for customers canceling due to issues with fulfillment.

Other Reasons Moving, Serviceable at New Location

for relocating customers who are serviceable at their new location.


Participant Guide



Macro Cancel Reason (Voice)


Other Reasons Moving, Not Serviceable at New Location

for relocating customers who aren't serviceable at their new location.

Other Reasons Refused To Give Reason for customers who refused to provide a reason for cancellation.

Billing Incorrect Billing for cancel requests related to incorrect billing issues.

Billing Wanted Alternate Payment Type

for customers who were unable to change their method of payment.

Billing Bill Is Confusing for cancel requests related to confusion with their EarthLink invoice.

Billing Billed too Soon for cancel requests related to being billed too early for service.

Technical Problems Installation Took too Long for delayed installation (past-FOC) related issues.

Technical Problems Hardware Issues for hardware related issues. Technical Problems Software Issues for software related issues. Technical Problems Email Issues for e-mail related issues. Price / Speed / Value Asking for Different Speed for customers canceling due

to another speed not being available.

Price / Speed / Value Asking for Lower Price for customers canceling because they feel their MRC is too high.


for customers switching to a competitor's bundle.

Price / Speed / Value Switching to Competitor Voice (VoIP)

for customers switching to a (non-ELNK) competing voice provider.


for customers switching to a (non-ELNK) competing cable provider.


for customers switching to a competitor's dial-up product.


for customers switching to a (non-ELNK) competing DSL provider.


Participant Guide






for customers switching to a competitor's alternative High Speed product.

Voice Issue Dial Tone -- Never Had It for customers canceling due to never having dial tone on their Voice service.

Voice Issue Dial Tone -- Inconsistent for customers canceling due to inconsistent dial tone on their Voice service.

Voice Issue Quality -- Choppiness for customers canceling due to choppiness issues with their Voice service.

Voice Issue Quality -- Echo for customers canceling due to echo issues with their Voice service.

Voice Issue Quality -- Static for customers canceling due to static issues with their Voice service.

Voice Issue Quality -- Dropped Calls for customers canceling due to dropped call issues with their Voice service.

Voice Issue Quality -- One Way Calling for issues related to Voice service issues where only party can be heard on the line.

DSL Connection Issue Never Was Able To Get Online

for customers requesting cancellation who could never connect to the internet.

DSL Connection Issue Intermittent Connection Issues

for customers experiencing intermittent connection (sync) issues.

DSL Connection Issue Not the Speed Expected for customers requesting to cancel due to speeds being lower than advertised.

DSL Connection Issue Deemed TNF for TNF related issues. (Must be documented by TS/IS/TRON in Vantive!)

DSL & Voice Issue No Dial Tone & Intermittent DSL

for customers canceling due to no dial tone and intermittent sync issues.


Participant Guide





DSL & Voice Issue No Dial Tone & Never Able To Get Online

for customers canceling due to no dial tone and no DSL connectivity.

DSL & Voice Issue Voice Quality & Intermittent DSL

for customers canceling due to poor Voice quality and intermittent sync issues.

DSL & Voice Issue Voice Quality & Never Able To Get Online

for customers canceling due to poor Voice quality and no DSL connectivity.

DSL & Voice Issue No Dial Tone & Not the Speed Expected

for customers canceling due to no dial tone & slower than expected DSL speed.




Service & Support Long Hold Time for issues when the customer is canceling due to poor service or rude agents.

Service & Support Unhelpful or Rude Service for issues when the customer wants to cancel due to long hold times.




for customers who get free internet access via another method.






Participant Guide






Other Reasons Fulfillment Issues for customers canceling due to issues with fulfillment.


for relocating customers who are serviceable at their new location.


for relocating customers who aren't serviceable at their new location.


Participant Guide



Business Access Cancellation Reasons

Listed below is the Business Access cancel reasons both Macro and Micro with an explanation of why you would choose these reasons. Please review each carefully. Cancel reasons are subject to change. The Saves Tool will always reflect the most up-to-date cancel reasons.

Macro Cancel Reason (Business Access)





Installation Install too Long New Provider-ILEC

for customers canceling due to install delays & switching to an ILEC.

Installation Install too Long New Provider-Cable

for customers canceling due to install delays & switching to Cable.

Installation Install too Long New Provider-Covad

for customers canceling due to install delays & switching to Covad.

Installation Install too Long New Provider-Speakeasy

for customers canceling due to install delays & switching to Speakeasy.

Installation Install too Long New Provider-CLEC

for customers canceling due to install delays & switching to a CLEC.

Installation Install too Long New Provider-Other

for customers canceling due to install delays & switching to another provider.

Performance Below Expectations New Provider-ILEC

for customers canceling due to performance issues & switching to an ILEC.

Performance Below Expectations New Provider-Cable

for customers canceling due to performance issues & switching to Cable.

Performance Below Expectations New Provider-Covad

for customers canceling due to performance issues & switching to Covad.

Performance Below Expectation New Provider-Speakeasy

for customers canceling due to performance issues & switching to Speakeasy.


Participant Guide





Performance Below Expectations New Provider-CLEC

for customers canceling due to performance issues & switching to a CLEC.

Performance Below Expectations New Provider-Other

for customers canceling due to performance issues & switching to another provider.

No Facilities No Facilities for customers canceling due to no available facilities in their central office.

Loop Length Loop Length for cancels due to the customer being located too far from their central office.

Business Issues Business Issues if the customer is canceling due to business related issues.

Business Issues Moving Out of Service Area

if the customer is canceling because they've moved outside of our service area.

Business Issues Business Downturn / Bankruptcy

if the customer is canceling service because of a change in business/bankruptcy.

Price / Speed / Value Asking for Lower Price for customers requesting to cancel due to their current MRC being "too much".

Price / Speed / Value Asking for Different Speed for customers requesting to cancel due to inadequate service speed.

Price / Speed / Value Found Better Price New Provider-ILEC

for customers canceling due to a better price from an ILEC.

Price / Speed / Value Found Better Price New Provider-Cable

for customers canceling due to a better price from a Cable provider.

Price / Speed / Value Found Better Price New Provider-Covad

for customers canceling due to a better price from Covad.

Price / Speed / Value Found Better Price New Provider-Speakeasy

for customers canceling due to a better price from Speakeasy.

Price / Speed / Value Found Better Price New Provider-CLEC

for customers canceling due to a better price from a CLEC.


Participant Guide





Price / Speed / Value Found Better Price New Provider-Other

for customers canceling due to a better price from another unlisted provider.

Downgrade / Upgrade Downgrade to aDSL New Provider-ILEC

for customers who are downgrading to aDSL provided by an ILEC.

Downgrade / Upgrade Downgrade to aDSL New Provider-Covad

for customers who are downgrading to aDSL provided by Covad.

Downgrade / Upgrade Downgrade to aDSL New Provider-Speakeasy

for customers who are downgrading to aDSL provided by Speakeasy.

Downgrade / Upgrade Downgrade to aDSL New Provider-CLEC

for customers who are downgrading to aDSL provided by a CLEC.

Downgrade / Upgrade Downgrade to aDSL New Provider-Other

for customers who are downgrading to aDSL provided by another unlisted provider.

Downgrade / Upgrade T1 Upgrade New Provider-ILEC

for customers who are upgrading to a T1 provided by an ILEC.

Downgrade / Upgrade T1 Upgrade New Provider-Covad

for customers who are upgrading to a T1 provided by Covad.

Downgrade / Upgrade T1 Upgrade New Provider-Speakeasy

for customers who are upgrading to a T1 provided by Speakeasy.

Downgrade / Upgrade T1 Upgrade New Provider-CLEC

for customers who are upgrading to a T1 provided by a CLEC.

Downgrade / Upgrade T1 Upgrade New Provider-Other

for customers who are upgrading to a T1 provided by another unlisted provider.

Service & Support Customer Support Issue New Provider-ILEC

for customer canceling due to a support issue that switched to an ILEC.

Service & Support Customer Support Issue New Provider-Cable

for customer canceling due to a support issue that switched to Cable.

Service & Support Customer Support Issue New Provider-Covad

for customer canceling due to a support issue that switched to Covad.


Participant Guide





Service & Support Customer Support Issue New Provider-Speakeasy

for customer canceling due to a support issue that switched to Speakeasy.

Service & Support Customer Support Issue New Provider-CLEC

for customer canceling due to a support issue that switched to a CLEC.

Service & Support Customer Support Issue New Provider-Other

for customer canceling due to a support issue that switched to another unlisted provider.

Other Reasons Email Issues for customers canceling due to issues with e-mail.

Other Reasons Hardware Issues for customers canceling due to issues with hardware.

Other Reasons Software Issues for customers experiencing software related issues.

Other Reasons Natural Disaster for customers who were impacted by a major natural disaster (ex. Hurricane, tsunami)


Participant Guide



Web Hosting Cancellation Reasons

Listed below is the Web Hosting cancel reasons both Macro and Micro with an explanation of why you would choose these reasons. Please review each carefully. Cancel reasons are subject to change. The Saves Tool will always reflect the most up-to-date cancel reasons.

Macro Cancel Reason (Web Hosting)





Technical Problems Provisioning Took Too Long

if the request is the result of provisioning taking too long.

Technical Problems Connectivity Issues if the request is related to connectivity issues.

Technical Problems FTP Connection Problems if the request is related to FTP connectivity issues.

Technical Problems Web Site URL Didn't Work if the customer's URL didn't work or was entered incorrectly.

Technical Problems Domain Transfer Problems if cancellation is related to issues with the transfer of the domain.

Technical Problems Digital Certificate Problems if cancellation is related to problems with the site certificate.

Technical Problems Sitebuilder Problems if the customer is canceling due to issues with Sitebuilder.

Technical Problems eCommerce Problems if cancellation is related to problems with our eCommerce platform.

Technical Problems Email Issues if the cancellation is related to issues with their e-mail.

Technical Problems Hardware Issues if the cancellation is related to hardware issues.

Technical Problems Frequent Outages for customers impacted by vendor outages


Participant Guide





Price / Speed / Value Asking for Lower Price for customers canceling because they feel their MRC is too high.

Price / Speed / Value Switching to Competitor Service

for customers canceling because they have switched to a new hosting provider.

Price / Speed / Value Purchased Bundled Services

for customers canceling due to a switch to bundled services.

Price / Speed / Value Site Is Not Producing New Business

for customers canceling because their website is not generating business.

Price / Speed / Value Desired Services/Features Not Offered

for customers canceling due to services/features not being offered by us.

Price / Speed / Value Self-Hosting Web Site for customers canceling because they are now hosting their own website.




Service & Support Long Hold Time for issues when the customer wants to cancel due to long hold times.

Service & Support Unhelpful or Rude Service for issues when the customer is canceling due to poor service or rude agents.




Usage Temporary Suspension of Service




Participant Guide







Other Reasons Changing Domain Names for customers who are changing their domain name.

Other Reasons Error in Domain Name Spelling

for cancellations related to errors in domain name registration.

Other Reasons Only Wants Domain Name, Not Hosting

for customers who only want to register a domain (without hosting).

Other Reasons Too Complicated for customers who wish to cancel because our web hosting is "too complicated".

Other Reasons Didn't Know How To Build Web Site

for customers canceling due to issues with fulfillment.

Other Reasons Went Out of Business for customers requesting to cancel because the business is no longer open.


Participant Guide



Cable Cancellation Reasons

Listed below is the Cable cancel reasons both Macro and Micro with an explanation of why you would choose these reasons. Please review each carefully. Cancel reasons are subject to change. The Saves Tool will always reflect the most up-to-date cancel reasons.

Macro Cancel Reason (Cable)


Billing Incorrect Billing The bill is incorrect Billing Wanted Alternate Payment

Type The customer wants a different method of payment

Technical Problems Installation Issues Delayed installation (past-FOC) related issues

Technical Problems Connectivity Issues Technical issues with Internet connection

Technical Problems Speed Issues Technical issues with the expected speed

Technical Problems Hardware Issues Hardware related issues Technical Problems Software Issues Software related issues Technical Problems Email Issues E-mail related issues Technical Problems Frequent Outages Issues related to network

outages Price / Speed / Value Asking for a Lower Price The customer wants/needs a

lower price or found a better deal

Price / Speed / Value Asking for a Different Speed

The customer wants a different speed


The customer is switching to a competitor's bundle


The customer is switching to a competitor's Cable product


Participant Guide






The customer is switching to a competitor's DSL product


The customer is switching to another High Speed product such as Wireless


The customer is switching to a competitor's Dial-up product

Service & Support Unresolved Issue Issues not resolved to the customer's satisfaction


The customer experienced difficulty understanding our agents

Service & Support Unhelpful or Rude Service The customer experienced rude or unhelpful service

Service & Support Long Hold Times The customer experienced a long hold time waiting for an agent


The customer is not using the service enough to justify keeping it


The customer gets free Internet access via another method

Usage No Computer The customer no longer has a computer


The customer wants to discontinue service temporarily, such as during vacation

Other Reasons Buyers Remorse Canceling within the first 30 days and regrets signing up or the service did not meet expectations

Other Reasons Fulfillment Issues Issues with delivery or fulfillment of collateral - software, hardware, etc.


Relocating customers who are serviceable at their new location


Participant Guide






Relocating customers who aren't serviceable at their new location

Other Reasons Natural Disaster For customers affected by a major natural disaster, such as a hurricane or earthquake

Other Reasons Refused To Give Reason For customers who refuse to provide a reason for cancellation

Participant Guide


Role Plays

Activity – Scenarios

Listen to two role plays that your instructor will conduct for you (Web Hosting, Business Access, and Cable will only have one role play each). The instructor will need volunteers to act as agents during these role plays. Use what you have learned to correctly verbalize and demonstrate your responses. We will discuss your outcome with the class.

Participant Guide


Course Review

Summary and Quiz

This Saves Tool course has provided: • e-Learning • Knowledge Base Article • Cancellation Reasons • Role Plays Complete your training by taking the Quiz in LMS. http://abudsan.com/moodle/mod/quiz/view.php?id=6

sv tool elnk pg docxabudsan.com/moodle_docs/sv_tool_elnk_pg_docx.pdf · service & support...

Documents