Find It In My Source?
Effective April 18th this fee will increase from 1.5% to 5% or $7 whichever is greater.
What is........
Late Fee
This solution now allows customers with a Max perk to be able to upgrade/downgrade their subscription.
What is........
Max Subscription Tier Update
I have Verizon service in my name, it's okay for me to pull up my account and review offers and other things on my account as long as I don't make any changes.
What is.....
False
This is a No Tolerance Policy Violation that WILL RESULT IN AUTOMATIC TERMINATION. You may NEVER access your own account!
This tool is your source for recent news, need to knows, incentive updates, APQ Reward spending, vison boards, and so much more. You should be checking it daily.
What is........
My Source
A digital tool to easily and quickly show customers how they can save with optional myPlan perks compared to their current expenses and is accessed via Flex.
What is........
My Perk Analysis
This incentive awards up to 350 APQ points for adding value! Phone Gross Add, Finance Step Up, Net Device Upgrades, and more!
What is........
Ignite
This plan will be increasing by $5 from $10 to $15; those on a 50% discount will see an increase from $5 to $7.50
What is........
Smartwatch Price Plan Increase
Customer's device is broken with no insurance. I can add insurance to the line and the customer can submit a claim to have their device fixed after waiting 30 days.
What is.....
False
Broken devices aren't eligible for insurance and if a claim is submitted, it will be denied. If the customer lies about when the device was broken, that's considered insurance fraud!
This tool is your go to for discovering everything when it comes to marketing communications. With daily updates on launches and news, current promos and insight on what's coming soon.
What is........
Discover Daily
This tool is used to help guide our customers back to us and must be used when they ring bells of churn or have a save index of 5 or higher.
What is........
Compass
This incentive allows you to earn APQ points for achieving a 2HR Resolve of 89.0% or above.
What is........
April LNP Performance Reward
We're adding new features but keeping the price the same at $25 month. With coverage for a second location, waived fee VHI professional install, expanded coverage portfolio and more
What is........
Verizon Home Device Protect Refresh
Customer is taking an international flight and wants to get the in-flight daily pass. Adding this plan will cover the customer on all flights an during layovers.
What is........
False
Only select flights are eligible and on while on the plane.
This tool is used to find special discounts crafted just for the customer you are speaking with and should be used on every call.
What is.......
My Offers
This tool allows reps to send a text or email SmartLink to connect with eligible customers to review and confirm account changes in real-time to provide one call resolution.
What is........
View Together
This new project will allow customers to now able to request cancellation of partial or full service through MVO/MVA
My Verizon Dashboard
Account Settings
What is........
Digital Disconnect Expansion
These are our new Motorola devices for 5G Prepaid
Moto G Play 5G PIB
Moto G Power 5G PIB
The customer is going on a cruise and wants to be able to use their device while their device while the ship is ported and they go on excursions. Cruise Ship Daily pass will cover their device during this time.
What is........
False
This tool is used to help identify plan recommendations for a customer, as well as build plans and perks for the customer.
What is........
Flex
This tool recently got an upgrade adding the manual adjustments tool. This allows you to manually add or subtract costs, making it easier to calculate perks, discounts, or add-ons even easier!
What is........
Competitive Guide
An issue was identified impacting the option to send these kits, the scheduled fix went into effect the morning of 4/26.
What is........
VHI Resend Recovery Kit
This will be replacing UNIDAYS as the mobile verification provider for student pricing
What is........
Insert tech question
What is........
True
This tool will be getting an update soon to include the power of AI. This will allow for more conversational style questions to receive more concise answers.
What is........
Agent Assist / Rosie The Bot
This tool is used to assist customers with identifying the best international plan for their trip
What is........
International Trip Planner