The First Minute
True or False, Charle confirms the call is recorded within the first minute of the call.
True
True or False, Charle offers an empathy statement after the customer expresses difficulty with contacting a local store.
True
The customer advised he was promised....what?
A refund
What is the number Charle provides to the customer for VZ's financial department?
866-266-1445
Go go go fair lady
We make merry and quaff rum libations
as if we do commemorate thy birth
(though ’tis not today)
In Da Club - 50 Cent
This is the phone number the notifications rep provides to Charle for the customer.
215-960-8337
Charle advises the customer that our customer service department is.....what?
Based in Knoxville TN
How long did the customer advise the extra line on his account was active?
A year
What are the last four digits of the line in question?
8284
If though wish to gain my affection,
thou must curry favor with my friends.
Craft it to last eternal
but ne’er shall I be clove from friendship’s ties;
Wannabe - Spice Girls
True or False, the customer calling is Chase Warner?
False, it is Shane Turner
When the customer expresses concern over not getting a local rep on the line, what does Charle offer?
A warm transfer and to stay on the line
What caused the customer to discover the extra line on his phone?
He was interested in purchasing a new phone
Charle thanks the customer for his service after learning he's a veteran and advises him that he could....what?
Get the military discount on his account
I’ll slowly ride the streets upon my steed,
whilst quaffing juice and juniper distill’d
and smoking pipes pack’d with a noted herb.
— How fiscal thoughts weigh capital in mind!
I’ll weigh on thoughts of capital in kind.
Gin & Juice - Snoop Dogg
The notifications rep who connected Charle with the customer said he was calling about.....what?
Questions about his bill
True or False, we hear Charle preface his silence.
True, he does this during verification
How was the customer to receive the refund?
Back to his checking account / wire transfer
How much does Charle estimate the military discount would be if applied?
$20 or $25 dollars
I once was told the earth would put upon me
For I do not have the finest point amongst the other implements housed within the keep
Mine lady took a foolish stance:
her fingers form’d an “L” upon her brow.
But Father Time moves forth with constant haste,
All Star - Smashmouth
What is the name of the notifications rep who connects Charle with the customer?
Heidi
The customer confirmed his email was.....
stony40@yahoo.com
Charle advised the customer he sees where he spoke with VZ that day and they had advised him of what time frame to receive the refund?
3 to 5 days
What is the time frame Charle provides for the hold before he connects with VZ?
This is a trick question!! He does not provide one! He does say "I'll be right back" but we want to give a specific time frame!
Tonight our courtship ends without delay —
likely the lady shall be quarrelsome
I am aware this is incorrect
My passion for thee had no bounds
despite the lack of reciprocity;
yet now I wish to see thee off these grounds,
No longer shall I be thy doing fool!
'Tis no deceit
Adieu adieu adieu
Bye Bye Bye - N'Sync