HUB
Where tab in the HUB would you see what equipment the customer has?
Devices Tab
For security purposes, can you please verify your....
Passcode, PIN, DOB, SSN, Password
Care Process Flows, Provides a ____ by ____ guide
True or False?
You are allowed to cold transfer a customer if its before lunch on payday and your hungry?
Super False!
True or False?
It is okay to hang up on the customer if you have already done your closing.
False
What is the steps to make a billing adjustment?
Add Task> Billing Adjustment
What is the IR statement/question?
My goal is to ensure your satisfaction - Have I resolved the reason for your call today?
In the Hub, you can access the last ___ months of statements(bills).
12
True or False?
If the wait time is shorter than 2 minutes, you would do a warm transfer.
So True
What system(s) would you be able to find an order for returned equipment and equipment being sent out.
Simpl and DPI
True or False?
If the customer's promotion is about to expire, the hub lets you know how long until the customer has before the promotion expires.
True
True or False?
Asking to setup Frontier ID, AutoPay and Paperless Billing is NOT required on every call.
False
True or False
Unlimited Voice is the only product that can NOT be bundled with fiber broadband.
True
What do we need to make sure we ask before transferring the customer to another department.
Before I transfer you have I resolved the reason for your call/ is there anything else I can help you with today?
Baby Girl Gonna Get It!!
Where in the HUB would you be able to find if/when adjustments where made on the account.
Billing Tab
What two pieces of information do we ask for to keep account current after the Reassurance of Help step?
The __ service order (_______) is a records order and is used to transfer billing responsibility or ownership on existing telephone or account number
SS= Supersedure
What department do we never transfer a customer too?
The cost for full Tech Install?
$85
How would you add or remove services or equipment.
Add task> Change Order
What are the 3 things you need to say in order to properly do the closing?
Thank you
Branding
Name
Daily Double
What order is the "RD"? Does it required a new phone number?Move Transfer, (Move to new physical address NOT within same wire center {town}; new # required
When we do a warm transfer what information do you need to provide the new agent with?
Customer name, BTN, How they verified, and brief description of the issue (Corp id/Cris ID)
Show and Prove
Validate that we received equipment in DPI
Great Job Account Services Expert!