Abracadabra
What does FCR Stand for?
First call resolution
What should you express when a customer is frustrated?
Empathy
If the customer cannot be verified through OTP or alternative methods what should you advise?
Advise the customer that assistance cannot be provided until verification is successful.
What can no longer be used to authorize a caller?
The Verbal Security Password (VSP) aka Pic
How often should you sign off on your payroll?
Everyday
This wizard attended Hogwarts alongside Hermione Granger and Ron Weasley.
Who is Harry Potter?
This alternate dimension, filled with Demogorgons and ruled by Vecna, serves as the primary supernatural threat throughout Stranger Things.
What is the Upside Down?
Name 2 of the alternative authorization methods that can be used if OTP Verification is unsuccessful?
Who is our Unit manager?
Asha Sullivan
The customer insists they followed all the self service instructions but skipped this important part.
What is reading the instructions?
Who is Robin Williams?
When processing accessory orders in Salesforce, the Email pay link does what?
Collects the payment method only, but does not process the payment.
After payment information has been entered, navigate to the Payment Detail Help section. Confirm the last four digits of the card number and click Save & Close.
You solved the issue but never explained what happened. You missed this FCR behavior.
What is customer education?
What is now our primary method for Authorization?
What is the One-Time PIN (OTP)
Bob created a Virtual for a Brivo access (Tier 3 issue), was this a valid job?
No wrong answer here!
True or False: MMB can be used to create jobs for Salesforce billed accounts?
What is False! Salesforce billed jobs created in MMB cannot be worked by our field partners and must be canceled and recreated in Salesforce. This rework negatively impacts customers and partners. Please create them in Salesforce.
Role Play: If I was a customer that had a bad experience that you resolved, how would you advise them of the survey?
Explain how the survey works. Stars are for me the comments are for ADT!
Name 3 of the 7 things required in your notes when running a wifi scan.
A customer is upset and you jump straight to troubleshooting without acknowledging their frustration. What FCR behavior was missed?
What is empathy?
“Do you feel comfortable completing these steps on your own if needed again?” is an example of? Hint (FCR check list)
Confirming resolution and customer confidence
Role play: How would you recap a call where your resolved an offline camera issue. "leading with" Just a recap!
Suggested verbiage: “Just to recap, we identified the issue, completed the troubleshooting, and your rules are set. does everything look good to you. Great. my name is_____, glad we were able to get this resolved. you will receive a survey to rate your experience with me using the star method. the comments will be to rate your overall experience with ADT. Thanks for being with adt have a great day
Name 3 self service resources that can be shared with a customer.
Help.ADT.com | ADT+ Users | MyADT Users | ADT Command and Control | ADT Wifi Fix | ADT Pulse | ADT Video-Library | https://www.adt.com/shop/ | ADT Youtube Series |Set up ADT with Google
Use a phrase to celebrate a resolution!
Role play: Educate your customer on what their next steps are after determining their camera issue is a result of their wifi-network not being split.
There no wrong answer here!