Requirements
The recommended minimum internet speed for optimal viewing
What is 24MBs
This is how long customers will receive the introductory promotional pricing
What is 12 months?
This is where customers can view their bill, update the credit card on file, order additional AT&T TV boxes and manage their AT&T TV account
What is myATT app or att.com/myatt
When Calling Customer Support at 1-800-288-2020, I should instruct the customer to call in from "____" to ensure they get routed to the correct support group for AT&T TV service.
What is the CBR/Can Be Reached number?
"______", Educate, Order Recap and Follow Up after the sale all Best Practices when selling new AT&T TV service
What is Qualify?
This is due at the time of sale
What is the $19.95 Activation fee and any required up front charges? (taxes and equipment charges)
Customers activating New AT&T TV service with New AT&T Internet Service 25MB+ will receive this offer
What is $100 Reward Card
This is the number I call to assist a customer who did not receive their AT&T TV box shipment?
What is 1-800-288-2020?
Fully explaining items that will impact the customer’s service, billing or support experience
What is Educate?
24 Months
What is the Commitment term?
Receives 1st box included and can purchase up to 6 additional Osprey Boxes on 12 monthly installments for $10 a month
What is Low and Medium Risk credit customers?
This is when the customers billing will start
What is after the 14-day service BRE period (on day 15), or as soon as the customer starts streaming on their AT&T TV Connected device: (ex: Osprey Box, Smart TV, Firestick, Roku devices). whichever comes first?
This is where I can go to track a Customers AT&T TV Box shipment?
What is...
https://www.att.com/checkmyorder
Cartesian
(must need Order number and shipping/billing zip code)
Use this time to inform the customer of what they are purchasing, any upfront/future charges, shipping expectations and next steps
What is Order Recap?
Required to stream/watch Programming
What is an Osprey Box or Compatible Device connected to the AT&T TV app?
This programming package is the base package that includes HBO Max Free for 1yr
What is Choice?
If Activation Date is before the 29th, Payment is due the day of Activation every month
If Activation Date is after the 29th, Payment is due the 1st day of the following month
What is my monthly bill cycle date?
This is how I process an order when the customer has existing Video services with us and wants to switch over to AT&T TV
What is refer the customer to Migration Support
1-877-981-9709
During the follow up, contact your customer "______" after the order to confirm they received their AT&T TV box and offer to assist them with activation or any account questions?
What is 2-3 days?
Used to send customer communications: Order Confirmation and notices
Used to log into AT&T TV app to use the service
What is a valid email address?
Customers AT&T TV billing address and Internet service address must match to qualify for this promotion
What is the $10 bundled discount?
This happens when the Customers Payment fails...customer is notified 3 times by email to update their payment method on file and 5-10 additional payment attempts are made.
What is the 16 Day Grace Period for Involuntary Disconnects?
After I process the order and before I end the transaction I should ask the customer if they received the welcome email and....
What is assist the customer with the 3 Steps to Streaming:
Download: MyATT app & AT&T TV app
Log in to start streaming