Proration
Our Promise
Billing
Suspension Types
Randoms
100
During backdated changes and Present dated changes this occurs...
What is Proration
100
Our ____________________ is our commitment to deliver an extraordinary experience to every customer, every time.
What is 'Customer Service Promise' per *282864
100
We would _____________ if a customer has or potentially could exceed their current data bucket.
What is 'backdate'
100
Individual lines of service can be placed on RRST only one during any ______________month time period, measured from the service suspend date of the last RRST suspension
What is '12'... per *319958
100
This process changes the ownership and financial responsibility of a postpaid wireless account from one subscriber to another subscriber. The service moves to an account with the new owner's name and credit information, and the new owner assumes liability for the account/contract.
What is 'Transfer of Billing Responsibility'... per *129272
200
_____________ includes charges from the date of activation through the end of the billing cycle. In addition, the customer is billed one month's MRCs in advance
What is First Bill
200
The first 3 steps of our promise (in order) are...
What is 'Welcome, Listen & Own & Resolve & Offer'
200
When ______________ the plan is made effective at the start of the current billing cycle
What is backdating... per *333973
200
True/False : No FAN or Combined Bill discounts are applied to account while on voluntary suspend
What is 'True' ... per *319958
200
This tool is a Web-based application that provides the status of major network outage notifications, like switches, cell sites, voicemail platforms, E911, and others.
What is 'E.N.D. (Event Notification Dashboard)'... per *139583
300
Partial (prorated) charges and credits occur when changing to any Mobile Share plan, for both the ____________and for each _____________ within the Mobile Share group.
What is Data Bucket and CTN/device/per line.
300
The following are parts of the ____________________ portion of 'Our Promise' -Introduce customers to myAT&T. -Analyze current plans and features. -Address previous issues. -Ensure the customer knows what happens next.
What is 'Anticipate Needs'
300
When changing from one plan to another and the plan is ______________ customers do not receive lower price plan or MSV discounts immediately; however, no prorations on the following bill.
What is 'Future dated'... per *333973
300
While suspended from non-payment the only option for restoral is __________payment of the Past Due balance. It is not appropriate to restore the account with a scheduled payment or a ____________ ______________.
What is 'full' ... per *67392 What is 'payment arrangement'... per *67392
300
During this process the MRCs and airtime do not prorate even if the process is done before the bill cycle's end date.
What is 'Cancellation'... per *137994
400
What is the template for calculating prorated charges?
What is (cost of plan or feature / 30 days = $xx.xx per day) and then ($xx.xx per day x # of days feature is active or inactive) Per myCSP *174770 "dividing the monthly service fees or usage allotment by 30 to get the daily rate. Multiply the daily rate by the number of days on the service plan."
400
Make customer interactions personal and _________________ by delivering an extraordinary _________________ to every customer, every time.
What is memorable & experience
400
When a plan is backdated you receive credits for the ______ ______ and debit for the ______ ________.
What is old plan and new plan per.... *174770
400
A bank draft or debit card payment may be presented to the customer's bank account for payment up to 2 additional times if the initial attempt at payment results in insufficient funds. This is called...
What is 'Re-presentment' ... per *122294
400
This can cause a standard upgrade order to be cancelled and the order does not ship if this occurs during order processing...
What is 'becomes past due'... per *132535
500
Bill cycle 4/29-5/28 John changed from the Nation 450 $39.99 on 5/15 to the nation 900 for $59.99. He would like to know what the prorated charge is and what the prorated credit will be.
What is $18.66 prorated credit and $27.99/$28 prorated charge
500
P.A.T.H. stands for what?
What is 'P - Pay your bill and go paperless. A - Access your account. T - Track usage. H - Help at your fingertips.'
500
When you 'present-date' a change, you receive a credit for the unused portion of the previous plan and a debit for new Mobile Share Value plan from current date until ________ of the ___________date
What is 'end' and 'bill cycle'....per *174770
500
This type of suspension may be applied to a prepaid, postpaid, or a session-based pricing account if a SIM is placed into a device that has not been marked by a retailer as sold. A hotline is a call treatment that suspends service and redirects calls, for example, into Consumer Care or a specialty team.
What is 'POSA hotline (Point of Sale Activations)'.. per *269151
500
The order does not ship until online T&Cs are accepted by the customer. With AT&T Next order's the customer must accept 3 different Terms & Conditions called...
What is "Electronic Consent Agreement Retail Installment Agreement Wireless Customer Agreement"... per *132535
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