Soft Skills
I understand Mr. Smith
What is Empathy?
MDN
What is Mobile Directory Number?
Thank you for calling Spectrum Mobile, my name is Meghan. How can I help you?
What is greeting?
Verify and notate
What is Agent OS?
What is a Native Activation?
I will be more than happy to help you
What is ownership?
Specific number for a specific device
What is IMEI?
Did you know that you have access to the MySpectrum App?
What is self service education?
Validate an IMEI, look at activation history, reset a customer's network
What is NBOP?
A customer transferring their number from a different provider to us
What is a port activation?
Sounding rude, bored, happy, excited
What is tone?
DPP
What is Device Purchase Plan?
The highest scoring quadrant of the call flow
What is quadrant 4?
Due dates/times for a port
What is Syniverse?
A customer activating an upgrade on an existing line
What is NDEL/New Device Existing Line?
Letting our customer's know we are on their side and will do everything in our power to help them
What is Customer Advocacy?
NDEL
What is new device existing line?
I understand and I am happy to help you
What is quadrant 2?
A tool to help me update a customer's password for their mobile app
What is CIMT?
Switching 2 numbers between 2 lines
What is an MDN swap?
Spectrum's framework for empathy, ownership, and call control
What is ARM Statements?
MCS
What is mobile customer service?
Just to recap we activated your phone today and it now has a new number. Is there anything else I can assist you with? I want to remind you of the spectrum app. Thank you for choosing Spectrum Mobile.
What is closing/recap/q4?
A tool I will I go to to get step by step directions on an activation, network issue, return/exchange, or billing concern?
What is Troubleshooting Tree?
2 numbers I need to verify before I start a native activation
What is IMEI and ICCID?