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
What do you do when an AO chats in about an adjustment? What RA's do you open?
Disputes inbound - Status of dispute and Reassert
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.
What should you check everyday and as often as possible?
!!!!!!!!!!ALERTSS!!!!!!!!
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
concerts
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.”
If chats go idle, what steps do you need to take.
Make sure to set expectations based on actions you take on the account and any info they gave you.
Put it in your notes
Make sure you include they went idle.
Send closing
How long can Apple hold monthly installments in a pending state?
Apple can hold ACMI purchases for 180 calendar days
What do you do if an AO chats in wanting to prevent charges from recurring merchant charges. (VCN) (2 answers/must give both).
Either transfer to Fraud as per Cancel/replace card RA
or
Cancel VCN and send self-service steps to replace.