Tools
This tool provides details of an install whether it's a repair or an install tech.
Dispatch Status Tool
All Cameras in SHS have two way voice capability except:
Outdoor Camera
How much is our late payment fee?
3% per month
How long does a note last in Casa?
7 years
How much is the cancellation fee for our self monitored and professionally monitored plans?
$10 for Self monitored & $35 for Professionally monitored plan.
This tool is used to check the status of a number and its provider.
SPID or Service provider identification tool
Provide the 4 TELUS Online Security Packages.
Basic, Standard, Ultimate and Complete
How long does an online banking payment to post in Casa?
3-5 Business Days
Right sizing, Why TELUS & TELUS Rewards
Who should you reach out to for any technician related concerns especially if DST doesn't give you any details of what happened on the visit?
Customer Commitment Team (CCT) via Onesource Chat
This is a tool utilized for viewing exact details of an order (ex. Plans, discounts, credits etc.), confirming the IDs of agents that submitted orders, and to check for service agreement details.
FIFA Order History tool or go/FOH
This is a premium Wi-Fi service which provides wall to wall Wi-Fi coverage via a personalized install experience, access to a specialized group of Wi-Fi experts for any issues, and exclusive access to our network security feature that blocks threats to home networks.
Name three one time charges.
Usage charges, Installation fee, Partial month bill, Direct Assistance charge, Activation fees, Self install kit fee, cancellation fee, Non return equipment fee etc.
Who handles the Internet For Good Activations?
ACES or Advanced Channel Experience Support
This team supports us with property remediation process, build inquiries and damage claims.
Fibre Escalation office or go/FBR
What tool should we use to process a reseller or a wireless winback?
FIFA Winback Dashboard or go/FWB
Provide all the professionally-monitored plans.
Secure, Secure plus video, Control and Control Plus Video.
How do we add VOD Coupons?
Via Manage Discounts
Name 4 Transactions that are part of our Self Serve only Policy?
One time payment
Payment Arrangement
PIN Change
Billing Address Change
Billing Method Change
PAP Update
Appointment Change
MYTELUS Password Reset
List the three CEB steps that if missed you'd get an autofail in your checkpoint.
Secure Customer Identity (Authentication)
Probe
Investigate and check all applicable Resources
What tool should you open to get updates on your running T2B performance, to submit Echo, productivity update and running RGU incentive?
CSEFLP
Provide 4 applications that customers can download to control, manage their services or any app that they can use from TELUS.
MY TELUS app
My wifi app or Connect app (For internet)
My TELUS TV+ app (For TV)
Smarthome Security App
TELUS Health myCare
TOS App
If a customer experiences a billing issue and it is not included in the open billing issue in onesource, what should you do?
If a customer experiences a billing issue and it is not included in the open billing issue in onesource, what should you do?
Give 3 Reasons why an installation will be considered free?
Moves, Migration from Copper to Fibre and if the customer signs up for a 2 Year agreement for new services.
Name 3 Closing offers or one time credits.
Extra $5 for Internet
Extra $15 Copper Internet
Extra $15 for New Internet 500 customers
Extra $5 for Core + 1TP or 2TP
Free Themepack
Simple Switch Credit
Mid Week Install Credit
$17 HP discount for 24 mos