Cares
What does the "C" in C.A.R.E.S stand for? Also, give and example.
Connect
What is the order of authentication for consultants?
OTP, KBQ, and Retail Support OTP.
What does the "A" in C.A.R.E.S stand for? Also, give an example.
Acknowledge or Apologize
What does the "R" in C.A.R.E.S stand for? Also, give and example.
Resolve
What does the "E" in C.A.R.E.S stand for? Also, give and example.
Empathize
What does the "S" in C.A.R.E.S stand for? Also, give and example.
Satisfy
What do we need to collect to verify an employee if their name doesn't match the caller id?
First and last name, login id,
Ask for two additional options below:
Employee’s manager's name
Department listed on their employee record
Their mailstop (If their mailstop is all 9s, also ask for their job title.)