To Chat or Nah
Your representatives customer has escalated, They need a supervisor. They reached out to the CRT Chat for assistance.
What is Nah? Once the customer has escalated, they should reach out to the CRT Escalation que or their immediate supervisor.
On What Page is the Chat Located for the Frontline?
.
What is the DTP page?
If your representative is chatting with a coordinator and their customer escalates, they can contact the customer on your rep's behalf.
What is False. The Frontline agent must call the escalation que for assistance with escalations.
Your representative needs assistance but doesn't see a leader or floor support readily available.
What is to chat? Chat representative can assist with the same thing floor support can.
With my permission, coordinators can listen in on my calls to assist with positioning.
What is True?
Before a representative reaches out to their supervisor for general questions, they should reach chat support?
What is True?
You are currently in a meeting and your representative needs an approval for store pickup.
What is to Chat?
I should hold no longer than 7 minutes for a coordinator before calling the que.
False. You should wait no longer than 3 mins for both the chat and the escalation que before reaching out to a supervisor.
Coordinators can approve a credit placed into my supervisor Que?
What is True-Coordinators can approve up to $500.
Your representatives needs an upgrade date change. You are not available. They should reach out to chat
What is Nah? Coordinators don't have access to change upgrade dates, they can only change contract dates.
What should you expect when you contact a coordinator?
.
What is:
MTN/Pin Password
Clarifying Questions
Explanation of your need for assistance and steps taken.
If your representative needs positioning, should they reach out to a Coordinator for assistance?
What is True-Coordinators can help with positioning by using remote monitoring.
I need a contract end date changed.
What is to Chat.
What are 3 things a representative should still contact your supervisor for?
What is:
T&C Updates
On Demand Disco's
BGCO Transfers
OCC"s $500 or higher
Find my IPhone overrides
Receipts not on My Verizon
Your rep needs a pin number. Coordinators will be able to assist.
What is False- Coordinators do not have access to view pin numbers.