Soft skills
This level of customer service is measured by doing what is expected on the call and going beyond.
Excellent customer service
This plans offers 100GB hotspot data
Advanced plan
What promotion the customer will get if they port their number from a different carrier and choose the unlimited Premium ?
$540 or $360 switch credits
This is a stage where the customer is asked a series of questions, if they answer the questions incorrectly they will be denied service. - Fraud prevention.
AT&T analyst review
What is the department we call if the box turns red?
AT&T credit and activations
What term do we use to refer to words like "Absolutely, wonderful, amazing and fantastic"
Positive language
This plan offers 200GB of hotspot data
Premium & P with Turbo
If the customer ports their phone number over to AT&T and choose the unlimited advanced ? what will they qualify for
$250 port in credits CRU
What are the 3 things that may trigger fraud alerts ?
Incorrect information
Multiple failed identity verifications
What is the alternative when the customer is denied with Tax ID for business ?
We can try with their personal SSN
This involves not only hearing the words but also understanding the meaning behind them and then responding appropriately.
Active listening
This plan allows you up to 7 days of free days with international day pass
Premium and P with turbo
How much will the customers get for choosing a new line with AT&T (Non-port)
$360 new line credits
What are the 3 things you need before you call analyst review?
AT&T UID
SERIAL AND TOKEN
CREDIT REF NUMBER
What is the name of the application that we use to verify if the phone number can be ported over to AT&T
PEARS
This is a questioning technique where you ask the customer questions like " Can you tell me more about this issue in detail"
Open-ended questioning technique
This is the only installment term which allows you to add next up anytime.
36 month installment
Mention 3 things the $250 port in credit is stackable with?
Trade in credits
Tiered device credits
All in one
What is the first thing you change/update and verify once you logged into the customer's account in Opus? This step is mandatory for all calls
The sellers AT&T dealer code.
This is a form of tax payment which is billed on the customer's first bill rather than paying on the spot.
Bill to mobile (first bill)
These are short prompt questions, with a direct yes or No.
Closed-ended questioning technique
It is regarded as "saving money by avoiding device installments while you will still qualify to receive credits towards your plan"
BYOD
Give 3 requirements for the $540 or $360 switch offer?
How many colors are we looking out for when we are running the customer credit and give definition for each.
Red - Credit not good , deposit waiver
Green - Credit approved
What are the 3 conditions in which upgrade can be initiated in our department ?
1. The exchanged device is defective
2. The 2nd exchanged device is wrong
3. The customer is upgrade eligible because the device is paid off