Billing
Where you can check the due date to pay the balance?
in DT1 in the billing tab in the bottom says due date or in the bill also has the due date
What is the new Whole Home Bundle offer ?
TV
System Removing Discounts and Service Agreements
There is a known issue where discounts and service agreements are being removed by the system.
Inform the customer that the discounts will be re-applied and visible on their next bill
Submit a remedy, ensure to add number to diary comments.
Do not manually re-add discounts as this will negatively impact the bulk update
How to deactivate a Voice mail?
go/vmdeactivate as we cannot remove VM from the all features plan
VODs can be added as a soft shopper?
yes, up to 6 VOD valid for 60 days
How to identify charges for copper services on the bill after was migrated to fibre ?
With the circuit number TN or STN that appears next to the services on dt1 and the bill that way we can determine what is the service that we are charging
What is our Back-pocket Home Phone offer?
Must be adding new Home Phone.
Home Phone Lite $17
Home phone $22
Some HSIA and TTV customers were double billed for their services.
LD plan is being charged double too, apologize with customer and explained that this will be shown as credit in next bill.
What is the new tool that we can use to view a full account history for FIFA?
FIFA Order History Tool.
We can view exact details of an order.
E.g. Plans, discounts, credits, etc.
What is the maximum of months that you can provide a soft shopper discount ?
6 Months
When Customers gets partial charges?
Everytime that they made a change in the middle of the billing cycle, as we charge one month in advance
What will be the price for Internet 1G bundled with TV for a new customer?
Regular rate $155
Promo pricing bundled with TV = $95
TELUS Weekday Install credit.
Installation date must be within 10 days from the sale
Is there a TELUS Rewards: Contest update?
Introducing exciting new contests in-market until January 4, 2021, to share with TELUS Rewards members:
Contest to win one of five Apple AirPod Pros - 5 Rewards points per contest entry.
Contest to win one of five Samsung Galaxy Watch Active2 - 5 Rewards points per contest entry.
Contest to win one of five 55" Samsung 4K HDR Smart TVs - 6 Rewards points per contest entry.
How much we can offer as softshopper?
How we can determinate the amout of credit to apply in an account?
(TOTAL price / total of days of the MO )* total of days to credit
What is our TELUS Simple Switch credit?
Offer a programming credit to new customers who are allowing TELUS to cancel their HS and/or TV service with their current service provider ($50 for single play; $100 for double play)
FFH Rate Increase
The following 2 rate increases are still scheduled to take place this year:
Where we can make a winback request?
Winback Dashboard
Can we offer 4K equipment upgrade as soft shopper offer?
Yes.
What is the difference between a credit and a discounts ?
The credit is applied to the post-tax amount.
The discount is applied to the pre-tax amount.
What is the NHO (New Home Offer) ?
Customers who reside in partnered or non-partnered NHO buildings/homes are provided a special offer (can be 12 or 6 months for $0 based on NHO location) on a 2 year service agreement.
Offer includes:
TELUS Online Security: Standalone Product
TELUS Online Security is now available to sell as a standalone product in FIFA
This means any new customer with no TELUS Internet services can now be sold TELUS Online Security
To sell TELUS Online Security as a standalone product to a new TELUS customer use the Value Added Services tile in FIFA
Which tool can be used if a customer calls because he has an appointment and tech has not arrived yet?
DT1 - Notes
Dispatch -- go/dst
How to identify if a customer is eligible for Soft Shopper discounts?
Bundled or stand-alone services
Only available with in-market packages/pricing
Customers on the TELUS Corporate Partner Plan (TCPP)
Customers who mention the CCTS or CRTC
Compass and FIFA customers