BoostMobile

Boostscribers

100

Employee needs to add multiple lines on the account what is the total amount of lines that can be added 

What is 10 lines 

200

The employee has a shell account, we can add a line to it as long as it meets what criteria

No canceled orders
Never had active service
Capp allows us to add a line under plans & Extras

300

Employee used their personal email, who will they contact to get their discount

what is [e-mail]

400

We cannot alter these account in any way only IT can touch these 

What is $0 accounts 

500

What is the latest time we can schedule a follow up ticket 

What is no later than 5 pm on weekdays
4 PM on Saturdays and 0 on Sundays. 

Playbook

100

Listen Actively and be curious to identify our customer concern. Summarize to show understanding 

What is Identifying needs 

200

Close the interaction with a positive tone and reinforcing the brand 

what is last impression

300

Be welcoming and and demonstrate ownership to help our customers. Set the tone for the interaction 

What is First impression

400

Summarize the resolution for the customers concerns to confirm and validate satisfaction with action taken 

what is providing resolution

500

The playbook soft skills are what part of your monthly results

Compentencies

Top News

100

Where can I find Top News

What is Knowledge 

200

On Wednesday Apple announced the launch of their new iPhone. What is the name of the iPhone

what is Apple iPhone 16e 

300

When assisting a customer with general troubleshooting we will no longer be doing what first 

verifying the customer 

400

We launched a new ticket to support missing credits 

what is Missing reoccurring credits 

500

What is considered a No-Service issue ?

Cant make or receive any calls at any location
cant make or receive any texts at any location
cant use any data at any location
Internationally cant use any services
has porting & activations issues with sim or delivery

What flow

100

What flow should we first be using on every call. except if we are troubleshooting?

Authenticate contact or unable to verify 

200

My bill has gone up by $50 this month what's going on? 

Billing issues support 

300

" I am not able to receive any calls or texts" 

- Account is active, no balance owed

General troubleshooting 

Random Facts

100

What sea creature has the ability to clone itself? 

Jelly fish 

200

What animal is known for spending 90% of its day sleeping? 

Koala 

300

What animal has the highest blood pressure?

Giraffe 

400

What is the most visited country in the world? 

France