Marketing update Before disconnecting a customer, you must update the customer's marketing preferences. Read the following script if the customer is opted into marketing: Unless you tell us otherwise, the Foxtel Group and our partners may keep in contact with you with marketing communications. Read the following script if the customer is not opted into marketing: We notice you've opted out of marketing contact. The Foxtel Group and our partners would like to keep you up to date with marketing communications in the future. Is that okay?
Disconnect an account Read the following script when you have disconnected the customer's account: <Customer's name>, I just need to recap our conversation today. I have scheduled your service to be switched off as of <date>.
Re-confirm the customer's details, including:
the customer's phone number(s)
the customer's billing address
the customer's email address.
If the customer objects to their disconnect order being processed on the bill run date; Given you have already been billed for this service until <dd/mm>, we will continue to provide you with service until then, your service will be disconnected from <dd/mm>, this is in line with our customer terms, available on our website.
Equipment return Read the following script if CORE says 'Equipment Return process and fees...': Once your service is disconnected, you will receive an SMS/email/letter in the post with a link to organise Foxtel equipment return via easyreturns.com.au. You'll need your account number to book your return. Please return the Foxtel box, power lead with power pack and remote within 7 days from your disconnection date to avoid any unrecovered equipment fees. (Confirm account number with customer)
Note: Confirm the customer knows their account number. Read the following script if CORE says 'Keep or Return the Equipment': As the Foxtel equipment you have is an earlier model, we don't require it back, you can dispose of it thoughtfully at a local e-waste facility
Outstanding fees Read the following script only if the customer has outstanding fees or pending Pay Per Views on their account: The outstanding amount owing on your account is ($XX), Would you like to finalise the payment now?
If no payment made:- Please be aware if payment is not made your account may fall in to our collection process.
Payment details Read the following if the customer does have direct debit details on their account: Your direct debit details will remain active on the account to cover any outstanding pay per view, contract or equipment fees that may apply after disconnection. Read if the customer does not have direct debit details on their account: Any outstanding pay per view, contract or equipment fees that may apply after disconnection will appear on your final invoice.
Under contract Read the following script if the customer is disconnecting while under contract: As you have cancelled your contract within your contract period, you are liable for an Early Termination Fee of your remaining term. This is worked out at $25 per month remaining which in your case would be ($XX).
No changes made Read the following script when the customer has been saved on their existing package: Your disconnection request will no longer be processed. We have not scheduled any changes to your account. It will remain on the same package <package> and price (insert price) for your next billing cycle date, which is <date>.
Read the following script when the customer agrees to a transfer for technical troubleshooting, and the service remains active: Just confirming, as you've come through to Retention, I won't be placing a disconnection on your account today. I'll now transfer you to Technical Support Team to assist with the technical issues you've been experiencing.
Suspension Read the following script when the customer is being placed on suspension: <Customer's Name> I just need to recap our conversation today. The maximum you can suspend your service for is 12 months at a time. In this instance today, we have arranged to suspend your service for <insert months>. When the account is suspended it will incur a $10 monthly fee. Your service will be suspended on <date> and will automatically resume on <date>. The service will resume at your current package and price <customer's package and price>. If your circumstances change, you will need to contact us within the suspension period. Do you agree? Y/N
Moving home suspension Read the following script when the customer requests to suspend their service due to moving home. <Customer's Name>, I just need to recap our conversation today. The maximum you can suspend your service for is 12 months at a time. Given you do not know your new address we have arranged to suspend your service for <months>. While the account is suspended it will incur a $10 monthly fee. Your service will be suspended from <date> and will automatically resume on <date>. We may attempt to contact you via courtesy SMS, however if we do not hear back from you to organise your move, your service will resume. The price on resume is <insert package/price>. If a new customer moves into your old address, we may need to disconnect your Foxtel account. Do you agree? Y/N
8 week rule Read the following script when the customer requests to disconnect their account but their requested disconnect date is more than 8 weeks away. As you have requested to disconnect the account and it's more than 8 weeks away, I am only able to arrange a disconnection of the account from your <insert closest billing date/s within 8 week period>. If your circumstances change, you can always call back and change the dates or cancel your disconnection.
Read the following script when you have disconnected the customer's account: I just need to recap our conversation today. I have scheduled the service at <insert address> the service to be switched off as of <date>.
Equipment return for personal circumstances and incarceration If the customer has access to the property and equipment, read the following script if CORE says 'Equipment Return process and fees...': Your equipment return will be via the digital equipment return process. You will receive a (SMS/email/letter in the post) with a link to easyreturns.com.au, where you can choose to send the equipment back to us via Australia Post or Parcelpoint. Simply click the option and follow the prompts. You will need your Foxtel account number to complete this process. You will need to return your Foxtel box, power lead with power pack and remote within 7 days to avoid any unrecovered equipment fees. If you need any help or further information about returning your equipment, visit easyreturns.com.au.
If the customer does not have access to the property and equipment, send a request to the Inventory SharePointto remove the equipment from the account.
Porting service - no change Read the following script when the customer advises that a new provider will be porting their Broadband service away from Foxtel. We have not processed a disconnection on your Broadband/Phone service, as it may interrupt your new provider's Porting process. Please ensure your new provider is given your Foxtel account number [agent to confirm AVC Number]. Once your new provider has confirmed this process is complete, Foxtel will automatically disconnect your Broadband/Phone service and send you an email confirmation [agent to confirm Email address]. If you do not receive confirmation of the disconnection, please give us a call.
Broadband/Phone disconnection script Read the following script when the customer requests to disconnect Broadband, and is not porting out the service. I just need to recap our conversation today; I have scheduled your Broadband/Phone service to be disconnected as of [bill cycle date]. Please expect the service to be unavailable within 24-48 hours of this date. We do not require the modem to be returned. Please note if you have organized a new provider to port across your service, this disconnection order may result in service interruption. Top