ATTRIBUTES OF QUALITY
If we do not send relevant articles for a lost device, we may be scored 'needs improvement' for this attribute.
What is Knowledge?
Use this link when a customer states: "I have a no wifi detected message after updating to Mojave."
You must first ask for this when answering a call.
What is the caller's name?
You must email the HD template to these people.
Who are TL, sup, and person who gave permission (if not tl/sup)?
Break Aux
What is 15 minutes?
If a customer is set up for an appointment without any troubleshooting to narrow down the issue to being hardware related, it will be a needs improvement for this attribute.
What is service?
A treasure chest of resources for customers who have a large system or inaccurate data displaying in the storage of their Mac.
You must confirm that this account is signed into that Macbook pro before sending an invitation.
What is iCloud?
When classifying a case for a lost or stolen device, do not use these words!
What are 'lost' or 'stolen'?
ACW
What is 1 minute?
Titling a case with "iMac" will lead to a needs improvement for this attribute.
What is logging?
Use this link for customers who cannot change their Home or Search Engine preferences in Safari.
You must do this if a customer provides all or some of their password.
What is advise them to reset it?
The expectations that we should set when referring a customer for carry-in service.
What are: tech will determine turnaround/time; could be sent to ARC; may have additional costs if additional damage is found?
Bonus: I'm sending you the preparation article.
Meeting Aux
What is 30 minutes?
Gathering unnecessary information, like a phone number, can you dinged for one of two attributes.
What are 'tools' and 'case duration'?
"Help! I have an iPhone 7 and after updating I've been having audio issues."
You must say and do this when a customer is answering security question.
What is pause the screen?
When necessary, the number of times we should attempt to call a customer back per CP27.
What is one?
What is 2 minutes?
An advisor who says, "I understand, I didn't have the best experience with XYZ company either" may needs improvement with this attribute.
What is professionalism?
The link for an issue that sounds like it should go on your feet, but your customer cannot use the internet or get their mail.
We should use this article when a customer states: "My apple watch burned my hand."
What is CP128?
Check these three things daily for training, updated articles, and evaluation feedback.
What are email, schedules, and GBI?
Training Aux