This training will equip you with a comprehensive understanding of SOP-FIN-002: Customer Disconnections, focusing specifically on SLA internet customers (Gold, Bronze, and Silver tiers) who are disconnected due to non-payment.
You'll learn the standardized process for managing customer disconnections, from the initial invoice dispatch and grace period to the final disconnection execution and reconnection policies. We'll cover crucial quality assurance requirements, including account reconciliation and proper documentation of payment follow-up efforts.
The training will also detail the roles and responsibilities of all involved parties, from Account Managers to the Finance Director, ensuring clarity on who does what at each stage. We'll examine special conditions for Platinum customers and the process for handling payment plans and other special reconnection arrangements.
Finally, we'll review key performance indicators (KPIs) and the monitoring and compliance procedures to ensure adherence to this critical policy, ultimately promoting fair customer treatment and efficient operations.
Intermediate
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