Mycsp
CRM -ish
At Your Service (The Promise)
HBO (Hbo Max)
Knowledge Check
100

Four things that must match to combine a bill

What is SSN, Service Address, First and Last name?

100

How do we process a vacation, disaster or military suspend

Access the account and select Ordering.2From Interaction Toolbox, select Voluntary Suspend.3

Select your product on the Search Assigned Products screen and click Voluntary Suspend.

  • Select either DIRECTV or AT&T Services.
  • Selecting AT&T services suspends all AT&T Internet, Phone, and/or U-verse TV.

4

On the Order Action page, select the appropriate Reason drop-down:

  • Voluntary Suspend (Vacation)
  • Voluntary Suspend (Disaster)
  • Voluntary Suspend (Military)

5Click Next.6Click AT&T Voluntary Suspend/DIRECTV Voluntary Suspend. All services now appear grey.7Click Next.8Both due dates (DD) are blank. On the selected resume date, a customer automatically returns to their original configuration; however, they can call and resume service earlier than this date. Only the minimum and maximum dates display.9

Select the start and resume dates. Obtain the dates from the customer; all services suspend during the entered dates. Requests requiring manager override:

  1. Select 2 dates within the minimum/maximum periods.
  2. Enter the Manager Override code.
  3. Re-select the needed DDs.

10Proceed with the order. Read all disclosures and the Price Summary.11

Military Suspend Only

  • Waive the billed equipment fees while suspended. 
  • Give a credit for discounts lost while suspended (Unified Bill Bundle or contract specific discounts).
    1. Confirm the monthly discount they would receive if their service was not suspended.
    2. Calculate the prorated daily discount amount by dividing the monthly discount by 30 days.
      Example: $15 monthly discount divided by 30 days is $0.50 per day.
    3. Confirm the total number of days service is suspended.
    4. Calculate the total discounts lost while the service is suspended.
      Example: 90 days suspended @ $0.50 per day = $45 credit.
    5. Issue a credit adjustment on the account.
100

2nd Part of the Warmly Welcome

AER - Acknowledgment, Empathizing and Reassurance. 

100

How many concurrent streams?

3 

100

Three plans underneath Unlimited your way

Starter, Elite and Extra?

200

How to increase uverse credit limit (ppv)

What is transfer to Accounts Receivable?

200

Tech charges at prep

Premise Invoice Search Tool


*167091

200

After Authenticating and CBR whats the next step?

Summarize 

200

Can Non Att customers get Hbo Max?

Yes for 14.99

200

Two Passport plans

2gb $70 

6Gb $140

300

Steps for NAD

  1. n the Interaction Toolbox, select the Change (update product configuration) quick action. The Search Assigned Product window opens.
  2. Select the AT&T checkmark, and click Change. The Update Order Action page opens. 
  3. Click Next.
  4. From the drop-down, select Activity Description of Service Change > Next.
  5. The NPC screen opens, here:
    1. From the AT&T tab, expand the Installation section, then the Equipment sub-section.
    2. Select Manage Equipment.
    3. Expand the entry for Network Access Device.
    4. Place a checkmark on the equipment to be replaced, and select the reason.
    5. Click Replace. A check mark appears in the box.
    6. Select the Reason drop-down > Other.
    7. Click Save.
  6. Click Update Prices on the NPC screen. Inform the customer of any applicable one-time charges.
300

When to put on hold

Help from manager or team lead and when transferring?
300

Personalize Solutions

Provide a personalize solution, make it personal by saying the name 3 times and use resources effectively to ensure a resolution?

300

Can a cx with only internet 1000 watch hbo max on their tv?

Yes

300

Reset purchase limit in RIO

From Receivers tab:

  1. Select correct receiver and click on Access Card Actions.
  2. Select New under Access Card Actions.
  3. From Action drop-down, select Reset Purchase Limit.
  4. Enter correct amount in Reset Purchase Limit field.
  5. Click Submit.
400

Can DTV Rio customers have multiple homes?

Yes - *538575

400
How do you add a promotion in CRM

What is NPC screen?

400

Thoroughly Educate 

  • Share any tips and help your customer with their complete solution.
  • Clearly explain what the customer can expect next (applicable to the scenario):  
    • Billing impacts
    • Action required of the customer
    • Installation/repair appointment requirements/expectations
    • Order confirmation
  • Show the customer the many benefits of digital options:  
    • myAT&T App
    • eSupport/online help
400

Grandfather plans that include Hbo Max

  • Unlimited &More Premium***
  • Unlimited Choice
  • Unlimited Choice II
  • Unlimited Plus Enhanced
  • Unlimited Choice Enhanced
  • Unlimited Plus


400

How to reset system passwords

What is mylogins?

500

Do we cancel deceased mobility accounts

Yes *112289

500

How do you reprint a previous bill?

What is biba?

500

Sincerely Thank 

  • Ask if you can help with anything else.
    Example: Do you have any other questions about your billing or programming?
  • Thank them for being our customer with a friendly goodbye.
  • Show appreciation - Be personable and helpful to the very end.


500

Cost for Hbo max 

$14.99

500

How to handle a call back


*prior classroom knowledge

Get with floor support or leadership.

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