Types of Customers and Services Expedience (3G): Aug 2004 Oct 2011. CPE: Wireless Access.

s. PC-Card: PC card Access. VoIp: Internet phone service. Legacy (WiMax 4G): Dec 2008 Oct 2011. WiMax CPE: WiMax Wireless Access. WiMax PC-Card: WiMax PC Card Access. VoIp: Internet phone service. NAC (No anual contract) 1.5: 10.30.11 - 3.17.12. WiMax CPE: WiMax Wireless Access. WiMax PC-Card: WiMax PC Card Access. NAC 2.0: 3.18.12 nowadays. WiMax Mobile. (2.0) WiMax Fixed. (2.0) Types of Plan: Expedience: Home Mobile Phone Can have contracts. Legacy 1st Evolution of our 4G WiMax:

Home Mobile Phone Bundled Accounts Pick 2, take 2 Pick 3, take 3 On the Go (OTG) 1, 2, 3. Can have contracts. 1.5 No annual contract (1.5 NAC) 2nd Evolution of WiMax: Home Mobile No contracts Use monthly recurring billing. 2.0 No annual contract 2.0: Home Mobile No contracts Pay as you go Unlimited data plans: Premium Basic Data allowance plans.

Legacy and NAC 1.5 NAC 2.0 Collection Treatment Comparison

Legacy/NAC

suspended

cancelled

written off

Debt Age:
2.0 NAC

1
suspended

15

30
cancelled

90

210
account

deprovisioned device removed

Legacy and NAC 1.5 before 3.18.12 Collection Treatment Debt Age: Soft V-LAN* capture every day other thru day 7 1 Payment failure Email sent Credit/Debit auto-retry through cancellation 4 Reminder calls begin every 3rd day From day 8 to 90 8 Collection group treatment begins every 3rd day 10 Collection letter sent 15 $25 susp. fee assessed Account cancels 30 ETF (early termination fee) and modem non-returned fee assessed (Legacy only) 60-90Account write off to bad debt

2.0 NAC Collection Treatment Debt Age: Account suspends after 1 credit card attempt 1 Hard V-LAN* capture Payment failure Email sent Account cancels for non-payment 30 Cancel Email sent V-LAN Cancel Cure Standard Offer presented 31-209 Customer still has Access to my account to reactivate If customer reactivates, renewal date resets Account deprovisioned and device removed 210 Customer must sign up as a new account *Additional info: - Soft V-LAN: a little reminder that you have to pay, but you have internet enabled for the next 24 hours. - Hard V-LAN: After 15 days, internet is disabled and even we cant reactivate it. - DNR (Device non returned fee): Applied in Legacy customers if leasing. Example: $35.00 <- internet plan

$25.00 <- susp. fee $40.00 <- (?) ghost fee Subtotal $100.00 DNR $50.00 Total= $150.00

Processing Payments and Updating CC Information

One Time CC Payment IVR (No processing fee) Agent (potentially a small processing fee [$1.99]) My account (no processing fee) Payment Processing Fees $1.99 for one time payment made in BOSS by a CARE agent. Exceptions include: IVR unavailable If the customers account is cancelled If history shows customer tried IVR and it failed If the customer tried to make a payment while on the phone and it failed If the customer is going to make an advance payment.

Cash Payment Reminders Current cash vendors (Q-pay). Cash vendor option should not be used when he account is cancelled with a write off (after 90 days) or cancelled and the customer is not restoring service CLEAR service. Customers need their Customer ID# in order to make a cash payment and make aware of the processing fee the cash vendor charges. Successful cash payments post immediately. Note: If the customer is past due, services are generaly restored within 2 hours after the customer makes the full payment. After 90 days you are unable to pay through Q-pay.

Cash Payment Dispute Steps Review account and confirm payment did not post. Ask the customer when the payment was made. Check to see if they used their account instead of of the Customer ID# If payment is not posted: Transfer the customer to Account Management 2 (AM2)

 If the customer wants too make a cash payment on a suspended cancelled of written off account, transfer the call to Collections.

Customer Double Billed Find credit card decline codes in Lithium Pre-paid cards decline for: The address of the card is not matching. Sometimes the Zip Code of the provider is required. The card MUST be registered online first. The card MUST be reloadable. Authorization holds can take up to 30 days. Only use pre-paid cards for one time payment. Types of PP card: - One Time Pre-paid Card. - Reloadable Pre-paid cards.

Customer Conversations The Difficult Customer

Discussion

- When you get frustrated, how do you express yourself? It is common to express anger? - How do you feel when someone else is angry? What do you do? - When you have an opinion that is different from the group, do you usually express it? Why or why not? - Do you prefer it when people are very direct with you or when they are less direct? Why? - What is your general perception towards time? If you are supposed to meet your friend for lunch at noon, and you are going to be 15 or 20 minutes late, what do you do? - What is your perception of americans? Important Steps Let the customer vent. Listen actively to what the customer says. Emphatize genuinely (let the customer know you care) Take ownership. Work with the customer to solve the problem.

Empathizing and taking ownership examples Empathize I understand how frustrating it can be when your internet is not working I would be so frustrated too if I had to call back three times

Taking Ownership Let me assure you that Im going to do everything I can to help you today Let me just veify your account so that we* can get this resolved as quickly as possible *Remember: always make it clear: we, not I. Thats part of taking ownership. Additional info: Newest CLEAR usb devices are plug and play, however older ones use CCM (Connection manager)

Preauthorization New sales

Note: 2.0 accounts that do not have a sufficient credit balance fail in pre-authorization.

Pre-authorization New Sales Example:

Scenario: Customer signs up with a $49.99 rate plan.

Pre-auth. $1.00 plus $49.99 plus Actual tax

Act. charges $49.99 Actual tax