Phone Script
You end every call with this phrase...
"Is there anything else I can help you with today?"
What is the maximum amount of time someone should be on hold?
60 seconds
What does the ID number begin with for every MPS machine?
"G"
What does ASM stand for?
Automatic Supply Management
Where did you move your tasks from task manager?
Outlook
A caller asks for someone who is not available. What do you say when you return to the call?
"Thank you for holding. ________ was unavailable. May I take a message or can someone else help you?
What is our Greenville G5 hashtag on Instagram?
#G5delights
We offer back-up toner for MPS customers if they have a contract. True or False?
False
What does MPS stand for?
Managed Print Services
Where do I go to see scanned in deal packs?
Global search
Complete the PM script...
"It's fine to _____ ______ ______ _____ _____ _____. This code is for ________ __________ to help keep everything running smoothly. A technician will be out _______ _______ _______ ________ _________, but if you have any issues before then please call us back and let us know."
"It's fine to keep using the machine as usual. This code is for routine maintenance to help keep everything running smoothly. A technician will be out in the next few days, but if you have any issues before then please call us back and let us know."
I choose this warehouse when a G5 customer wants to pick up toner in Huntersville.
10
What toner delivery method is not available under MPS systems?
Pick-up
What does MFD stand for?
Multi-function Device
Where can I find an account's Sales Rep?
EA Customer Record
What is the extension for Helpdesk?
55107
Complete the phrase...
"You can't calm the ________. So stop _________.
What you can do is ______ __________.
The storm will pass."
"You can't calm the storm. So stop trying.
What you can do is calm yourself.
The storm will pass."
Which type of service call do we never use for MPS customers?
OC
What does CPP stand for?
Cost Per Page
Where do I find an employee's cell phone number?
The In/Out Board tab in Teams
What do you say if a caller asks if we are an authorized Sharp dealer?
We sell and support Sharp systems.
(We cannot say we are an "authorized" Sharp dealer."
What is the measure of a firm's profit that includes all incomes and expenses (operating and non-operating) except interest expenses and income tax expenses? (Your incentive bonus is based on this...)
EBIT (Earnings before interest and taxes)
What is the SLA (Service Level Agreement) response time?
240
What does DPI stand for? (Scan setting)
Dots Per Inch
How can an email template be saved without ESP?
Save the file as "Outlook Template" or "Outlook Message Format"