Servicing
First thing you do when receiving an AO request?
Look for the RA.
Where do you make your notes on UD?
Bottom right corner.
LAMA
Listening
Acknowledge
Make a statement
Ask a question
What does ACMI stand for?
Apple Card Monthly Installments
Who is a GIANTS fan?
Nicole
If a customer reports an issue with a pending/posted transaction, what would you do?
Transfer to Disputes
Where do find the Alerts and new updates on Right Answers?
Front page, big blue shield.
After how long do you close the chat?
5 minutes
Will Apple Card Monthly Installments
impact my available credit?
Your available credit is reduced by
the full financed amount.
When do you create a Level 2 complaint?
When you have to escalate by transferring to a supervisor.
What are the 3 different Apple Credit Cards in an account?
Digital Card
Virtual Card Number
Physical Card
What is the minimum payment an AO needs to pay to avoid paying interest?
You must pay off your entire monthly balance.
When should we provide empathy?
Once the customer shows any inconvenience or frustration.
What can be converted to Apple Monthly Installments?
Devices purchased at the Apple Store, provided in the graph.
Who has Dolly Parton as a distant cousin?
No one!!!!!!
When does interest accrue? Every month?
No, Interest accrues daily, which you get to see as a total in your monthly statement.
What is something you should add to your notes each time?
Every action taken on the account
What is appropriate to talk about with a customer?
Weather
Music
Movies
In what category should you put Apple Care when converting to Apple Monthly Installments?
Accessories
How does the billing cycle work?
Payments are due at the end of the next month. Monthly balance starts at the beginning of the month.
Can a participant close an account?
NO. They can't.
What is Right Answers?
Right Answers is your "source of
truth, your saving grace.”
What are the 7 strategies you can use to de-escalate a conversation with a customer?
Active listening
Empathy
Review the facts
Be genuine
Accept feedback
Create a sense of urgency
Remain positive
How long can Apple hold monthly installments in a pending state?
Apple can hold ACMI purchases for 180 calendar days
Who loves cats but is allergic?
Irma