Retention & Troubleshooting
Retention & Troubleshooting
Student Retention Value
- Long-term potential: 40+ years customer lifetime value post-graduation
- Brand ambassadors: High social influence within peer networks
- Digital natives: Low support costs, comfortable with self-service
- Family influence: Often drive family provider choices
Churn Risk Factors
| Risk Factor | Warning Signs | Priority |
|---|---|---|
| Price Sensitivity | Frequent downgrades, payment delays, competitor inquiries | Immediate |
| Service Issues | Multiple support contacts, coverage complaints | Immediate |
| Graduation | Verification expiring soon | 60 days prior |
| Low Engagement | Never uses app, minimal usage | Quarterly |
Retention Framework (LEARN)
- Listen: Allow full explanation, show empathy, take detailed notes
- Explore: Identify if price, service, or circumstance-related; understand urgency
- Acknowledge: Express desire to keep business, recap positive aspects, highlight savings
- Resolve: Present tailored solutions, offer retention incentives, get creative
- Next Steps: Gain commitment, set expectations, process immediately, schedule follow-up
Retention Offers
| Offer Type | Value | Duration | Authority |
|---|---|---|---|
| Bill Credit | $20-50 | One-time | Agent (up to $50) |
| Loyalty Discount | $5-15/month | 3-6 months | Supervisor |
| Free Add-On | $5-15/month value | 3 months | Agent |
| Data Bonus | 10-20GB extra | 1-3 months | Agent |
| Plan Upgrade | Next tier pricing | 6-12 months | Supervisor |
Stacking Rules: Max 2 offers without manager approval, total monthly value max $25
Common Technical Issues
Poor Signal Strength
Troubleshooting: Verify location-specific or consistent, check for outages, restart device, toggle airplane mode, verify auto network selection, check SIM card
Resolution: If location-specific suggest WiFi calling; if device-specific offer SIM replacement; if network issue escalate and provide timeline
Slow Data Speeds
Troubleshooting: Check if data exceeded (throttling applies), verify 4G/5G coverage, rule out device issues, check background apps, run speed test
Resolution: If data exceeded offer bolt-on or upgrade; if coverage limited set expectations; if device issue guide optimization
SIM Not Detected
Troubleshooting: Remove/reinsert SIM, inspect for damage, test in different device, check IMEI not blocked, verify SIM active in system
Resolution: If damaged order replacement SIM; if device issue recommend service; if system issue refresh profile remotely
Cannot Access Account
Common Causes: Forgotten password, locked account, email changed, browser issues
Resolution: Verify identity, initiate password reset, update email if changed, guide through cache clearing
Service Recovery Protocol
Recovery Timeline
- Within 24 hours: Acknowledgment email/SMS with reference number and timeline
- At resolution: Contact to confirm fix, explain what was done, offer compensation
- 7 days post-resolution: Follow-up to ensure sustained resolution, request feedback
Compensation Guidelines
| Severity | Resolution Time | Compensation |
|---|---|---|
| Minor | Same day | $10-20 credit |
| Moderate | 1-3 days | $20-50 credit |
| Major | 3-7 days | $50-100 or 1 month free |
| Critical | 7+ days | Multiple months or contract release |
Competitor Comparison
Do's
- Ask for specifics on competitor offer
- Compare total value, not just price
- Emphasize our advantages (coverage, service, benefits)
- Match where possible with retention offers
- Be honest if competitor genuinely better
Don'ts
- Never disparage competitors
- Don't make false claims
- Don't oversell our capabilities
- Don't ignore hidden costs in competitor offers
Graceful Exit When Retention Fails
- Thank customer for their business
- Express genuine regret
- Explain final bill and any fees
- Provide number porting info if needed
- Process cancellation with detailed reason codes
- Add to win-back list for 30-60 day follow-up