What do we need to confirm first for the request/order
What is the request order status is cancelled
100
" I apologize for the delay in the completion of your request. Your request is still being processed."
What is Scripting we tell the customer when the status is on hold
100
Freebie.
Because You're Cool Like that :)
100
Pending Transmission
What is it that you confirm that the request status/substatus
100
Premier Online Care
What is POC
200
"Your request has been cancelled at the request of [Name of Requestor]. If you would still like to complete this, please place a new request on Premier."
What is Verbatim, what we must inform the customer
200
To check the status of an order
What is Reasons a Customer would most likely call in.
200
To Change a Rate Plan/Feature
What is Phoenix
200
Problems encountered in processing a request
What is the reason an email/notification be sent to customer
200
Where do we Submit an Escalation case
What is In Call Tracker
300
Renee is our Trainer
What is True (Freebie)
300
"I can assure you this request will be completed as quickly as possible."
What is the Next thing we tell the customer if they are still unsatisfied with the first attempt
300
Status must be changed at the end of the call from Pending/Invalid.
What is Complete Status in POC
300
All request
What is the kind of request that go through a check to ensure NO customer becomes a victim of fraud
300
Contact(s) listed on a profile that can place orders or make billing account changes such as Account Consolidations or Enrollments; authorize a Transfer of Billing Responsibility (ToBR); change rate plans; and/or add features.
What is AOP
400
Customer wants to restore the request
What is Customer must place a new order
400
8am-430pm
What is Training Schedule
400
"Unfortunately, the [Rate Plan or Feature] provided on the request doesn’t seem to be valid. Let’s go ahead and find an appropriate rate plan for you."
What is to Paraphrase
400
What you must never do in POC Pending
What is Change the Status
400
6F728
What is Comp Code
500
Create PRT Ticket then read verbatim
What is the Procedure if the order was cancelled due to fraud
500
Submiting an escalation Ticket
What is the next step when customer is upset due to a delay or invalid rate plan/Invalid feature
500
Customer’s request is Pending for Invalid Rate Plan and/or Invalid Feature.
What is a reason to use this Procedure
500
"Advised customer that request was being reviewed and that an email would be sent, should an issue arise with the their request."
What is Inbound Call Comments
500
CTN,Callers Name, Account Holder Name, Last 4 Of SS#, PAsscode if present