HUB
True or False?
You are able to email the customer their bill.
True
True or False?
You can create a supersedure in the service order entry tab.
True
What is expected for your opening?
Friendly Tone and Account Service Expert, Company Name, Your First Name,
Fez is calling because he is frustrated that his internet service keeps dropping. He has already had multiple techs out and the issue persists. Fez would like to receive a credit for the inconvenience he has been experiencing with Frontier. How would we let the customer know that we do not credit for spotty service?
Lemme hear your example :D
What is the transfer process?
Let customer know you will be transferring, wait for the customer to respond, let them know you are going to place them on a hold, wait for response, call the ___ department and if the wait is shorter than 2 min do a WARM transfer but if its not do a Cold transfer. Also make sure to provide the customer the number to the department you are sending them to.
What is the fee to make a one time payment?
up to $10 with us over the phone depends on the state the cx is located, $0.00 IVR and free via Frontier.com and Frontier Mobile App
Show me how you would email the customer their bill.
Statement tab> Optical> Select Bill> Send Email Image> Enter email and hit enter/ send email
What is the full statement in order to pitch your survey?
At Frontier, we strive to make continuous improvements based on customer feedback and you may receive a survey based on our interaction.
Oscar is calling in because he noticed his bill went up $100 and is unsure why. You determine that its for unreturned equipment but Oscar tells you that he already sent the equipment back. How would you be able to check if the equipment was returned, how would you enter the credit and who would you contact to get the credit approved?
Simpl or DPI, enter billing adjustment, CAP (real time credit)
What 4 systems can we use to look up orders?
Simpl, DPI, Vxfield and the HUB
Show me how I would do a billing adjustment.
Add task> Billing adjustment> select the bill> select credit> add to request cart > continue> Select reason and notate why the credit is being applied> Submit
Where would we notate if the customer has specific instructions to get to their location.
Plant remarks
What do you ask the customer if they tell you they are calling in about new service?
Have you already placed an order with us?
Mr. Forman is calling in because he is no longer able to access his EPIX channel. He is furious because it was his favorite channel, how would you de-escalate Mr. Forman.
Let me hear you work your magic!
What are the 8 things you need to provide when transferring to the escalation department?
LAN/CORP ID, Center Location, Supervisors Last Name, Customers BTN, Account Holder's name, Person they will be speaking to, how they verified, and a brief description about the customers concerns and what we did in order to resolve the issue.
Where would I be able to find information on when and if a dispute was made?
Interactions Tab and notes
Show me where I would be able to find returnable equipment.
Sub Inq> More Options> Returnable equipment
I'm going to give you a scenario and I would like to hear you recap/ IR statement.
To recap your call today__________.
Have I resolved the reason for your call today?
Mrs. Pinciotti is calling in because she was told that her installation fee would be waived, however we do not see anything in her account regarding the fee to be waived you did advise her about the policy but she keeps insisting that we need to remove the fee. How else would you explain to the customer that we would be unable to waive that fee.
How would you explain the fee is valid?
If a customer is calling in to remove their vacation mode how long do they have to wait in order to put the services back on vacation mode?
30 days
When changing an order what do we ABSOLUTELY have to confirm/go over with the customer before submitting the order?
Confirm the Email, Date, Time and Physical Address
What can we do in the service order entry tab?
Port in, transfer same number, Number change, Supersedure
What is the Frontier ID/ Auto Pay and Paperless Billing statement.
For your convenience, we can set up your Frontier.....
Kelso is calling in because he is going to be moving out of state and he would like to put in an order to transfer service. You realize that he is now moving out of Frontier territory. What information would you give the customer to make their transfer process as smooth as possible.
Suggest calling Movearoo
What system is used to verify if a customer's address is serviceable?
SIFT