CREDIT
How much is the switcher offer valued of each line?
Up to $800 per line
What section is opus show's that the customer account is unified?
Customer Information section
State two example of a clarifiying statement.
Are you happy with what you've heard so far?
How has the situation impacted you?
What are not included on a CSS Summary?
Costco: Understanding the Customer Service Summary
Customer calls in and states they will be travelling to jamaica on a cruise and will be in the country for 5 days then return via cruise on the 6th day.
What plan would you reccommed to the customer?
Costco: AT&T International Day Pass
What determine a device trade in value?
Promotion or Device Condition
What systems is used to build a quick quote?
MST and Sara Plus
True or False
Would we disconnect on an irate customer?
False
What is CSS?
The Customer Service Summary (CSS) is sent after a customer performs an upgrade or exchange and provides a personalized, easy-to-read summary of all lines on the account and includes plan details, as well as services and features.
What help juice article can assist you with explaining retroactive credits?
Costco: Proration or Partial Monthly Charges
How long does credit takes to reflect on the customers bill?
2-3 billing cycle
What system do we use to view customer's bill?
Opus
State two example of Empathizing?
I can see why you're upset that sounds incredibly frustrating.
I understand why you would feel that way in regards to this issue.
After resolving an irate customer issue they told you they weren't satisfy with the service that was provided and you offered a $50 courtesy credit but then saw that it is an unified account.
How would you apply for the customer to get their credit?
Send credit request to tier 3 using general escalation macro.
True or Fales
Does costco customer pay restocking fees?
Fales
Which section will credits appears on the customers bill?
Activity since last bill, Monthly charges, Page 2 under latest adjustment
Walk me through in finding the customers bill on the system?
Pay Tab Then click view bill
What is the diffrence between Empathizing and Apologizing?
Empathizing is understanding and sharing the feeling of another while an apology is expressing regret for an action that cause an issue to arise.
Customer calls and states they are getting charge on a cancelled account what article would best assist you to provide accurate information to the customer?
Costco: Charged for Cancelled Account or Returned Device
What are the ULYW plans?
Unlimited Premium, Unlimited Extra, Unlimited Starter
Where can we view BOT CREDITS?
Opus Notes, Page 2 under adjustments, Snapshot
What tools do we use when assisting a customer with a billing concern?
Opus and Sara Plus
If an irate customer calls and states "They were misquoted at POS" what soft skill method would you use to reassure the customer?
Clarifying
What Help Juice articles helps with billing concerns?
Costco: View Bill & Change Billing Cycle
Costco: Bill Breakdown
Costco: Review a Bill
Costco: Received Gift Card Instead of Bill Credits
Costco: Current Wireless Plans
Costco: BOT Credits
Costco: Grouped Pricing
What sections are plan and charges indicated on the bill?
Monthly charges and Activity since last bill