VHDP
What is the monthly fee for VHDP?
What is $25 +tax
What does the G and L stand for in GLOW
What is G- Gain Customer Interest and Listen for Opportunities
What is HERO used for ?
Where do we verify customer, which tool ?
In ACSS on the Validation Screen
Where can we find how much our customer has invested in their home devices ?
What is Verizon Home Calculator
What does ADH stand for? Name One Item
What is Accidental Damage From Handling.
What does RAD stand for ?
What is Remarkable Human
Actually Helpful
Delightfully Simple
What does HERO stand for ?
H - Honor our Commitment
E - Engage with our Customer
R - Respect our customer time
O- Own the Resolution
What is Account Owner and Account Manager
What two system do we use to notate our customer account?
What is Soluto Connect AND ACSS
On what day is our customer able to file their first claim after enrollment?
What is Day 31?
When would you use the Feel , Felt , Found strategy?
What is after customer says no/ Rebuttal
What are the three S's that is connected to HERO?
What is Serve , Solve , Sell ?
How many attempts due we have before the account is locked ?
If the account is locked , what options do we have the customer to i
3 attempts
Walk the customer through changing the pin through my Verizon or go to the store with photo id.
What system do we use to mark down our customer reply to our sales ? How often must we use it?
What is the glow app?
Every Call
If our customer is worried about their digital presence , which feature can we offer them? Name one of the features it protects.
What is Digital Secure?
Identity theft / Dark Web Scan/Security Advisor/Safe Wifi/ETC
Provide an Empathy , Assurance , and Plant the Seed Statement.
Scenario: My phone is not turning on
Double your points is answered correctly.
: Ex: I know how important it is to have a working phone. I will make sure that we resolve this issue today. While accessing your account , I noticed that you are not fully covered for your in home devices , I will tell you more about that but let's go ahead resolve your issue first.
When do we use Empathy and Assurance? Be Specific.
- After we ask our customer what is issue or reason they are calling in today/
What are the two methods for Adaptive Authenication ?
Double your points if you can provide the last resort method
What is Push Notification and Tokenized Link
What is SecurePin
Where in ACSS do we find the notes/ history ?
What remarks
What is the per claim limit? What is the per year limit?
What is per claim $2,000.
What is per year $5,000.
What is CPNI ?
Do we ever repeat back sensitive information?
( PIN / Address/CC #'s /ETC )
What is Customer Proprietary Network Information ?
No
What is the highest score that you can receive on your HERO score ?
What is 100
Account user and account members, how can we assist them ?
What is basic/general troubleshooting
Helix
Where in ACSS do we find TRG ?
What is Device > Troubleshooting