Call Flow
While solving the customer's problem is helpful this must also be addressed to have a complete customer service experience.
What is acknowledging the customer's emotions?
This is the amount that a customer is charged when return a device that has the manufacturer's seal broken assuming the device is otherwise in good condition.
What is the $50 restocking fee?
This is the discount per line a customer gets when a customer is linked to an active core account.
What is $20?
These are two common reason why someone would want to unlock a device.
What is selling a device or going to another carrier?
This is where you can add a new method of payment to a customers account.
What is E-Wallet / Credit Card Intake Form?
These are the two things you should do at the end of a call.
What is the Call Recap and Survey Mention?
Customers have 14 days to return their device from this date.
What is the shipping date (or from the date of purchase for a retail order)?
This copilot article outlines the steps to complete an account link in Zendesk.
What is HOW6370?
The #UN - Unlock Device ticket requires this form to be completed in addition to the Zendesk ticket that is assigned to your supervisor.
What is a UCAN / Smartsheet?
This EHH gives the customer instructions on how to change their card if they want to update it in the mobile app or website portal.
What is EHH219?
Including this in your acknowledgement statement is can you gain get a customer's trust by showing you are listening.
What are specific details or rephrasing what the customer said?
This EHH can be useful to send to a customer after initiating or discussing a device return to remind them of the steps they need to complete their return.
What is EHH407?
This tool is used to link a mobile account to a core account.
What is the Mobile Account Link Tool?
These five requirements must be verified before an unlock ticket is submitted.
What are:
This is how many days after the our first payment attempt that we make our last payment attempt for a particular bill.
What is 10 days?
You should have a statement of Empathy and Ownership within this amount of time at the beginning of your calls.
What is 120 seconds?
You wait this amount of time for the RMA before making the ticket a RMA callback for the customer to be contacted in 24-48 hours.
5 minutes
Account Merges can only link this type of line.
What are active lines?
What two manufacturer's device require a active data connection to Unlock?
What is Apple and Google?
This is when you can find all the information from an old dpp on an account.
What is "Get Financing Info" in Ridgeline?
"Would it be okay if I asked you a few questions about the data usage on your account?" is an example of this type of statement.
What is a Move statement?
This is the amount a customer who returned a iPhone SE White 64GB that was graded C-stock will have deducted from their refund.
What is $250? ($200 C-stock fee + $50 restocking fee)
If a customer wants to link an mobile account to core a core account with a different name, they would need to do this before an account link can be done.
What is an Account Assumption / Customer Change Form and Agreement?
What is Military Deployment?
These two types of charges are added to the next month's bill rather than the invoice they are incurred.
What are international charges and data overage charges?