Systems
Which system would you use to find the list of System Links to use daily?
Salesforce; Home Page
Using probing questions to confirm the issue and then research the issue, is which letter of the J.A.M.E.S Call Flow?
A. Assess the Situation
A customer calls in with a tech issue, what are 3 probing questions you can ask?
1. What kind of device are you using?
2. How long has this issue been going on?
3. Have you tried any troubleshooting already?
A customer is calling in and needs help adding an authorized user to their account. What are two options we can provide to assist them?
Help walk them through the MyVerizon App or connect to Verizon Customer Care
A customer calls in needing a new SIM card. Is this a Priority Check-In?
No, purchasing a new SIM card is not eligible for a Priority Check-In
A customer has ordered a phone case and a screen protector and is calling to see when it will arrive, can we look up the tracking information? If yes, which system would you use?
The Hub
Your customer starts off the call with a billing issue. You have completed the J & A section, now using the M section, please provide an example of what the next step is.
Confirm the Resolution and provide options, followed by Recommending the Box! (Home internet is a great option for Billing Issue calls)
A customer calls in with a billing issue, what are 3 probing questions you can ask?
1. Is this your first bill?
2. What did you expect to see on your bill?
3. Have you made any changes to your account recently?
A customer is calling in to set up Promise to Pay/Payment Arrangement. What are two options we can provide to assist them?
Help walk them through the steps on the MyVerizon App or connect them to Verizon's Financial Services Team
A customer calls in looking for a wall adapter and charging cord for their phone. Is this a Priority Check-In?
Yes. You can set a Priority Check-In for *stand alone accessories*
Which system can we use to keep up to date with ongoing promotions?
The Grid
When encouraging an in store visit to a cx, how would you describe what a Priority Check-In is?
A Priority Check-In is a soft appointment allowing flexibility and saving you time, as my in store reps will already have an idea of what you're coming in for and will be ready for you based off of the notes from our conversation here today.
A customer is calling in to see if their new phone they have ordered has been delivered yet. What are 3 probing questions we can ask?
1. How did you order the device? (In store or online or w/VCC)
2. When did you order the device?
3. What kind of device did you order?
A customer is calling because they have switched to Verizon but are still seeing a temporary number. What can we do to help?
Transfer the customer to Verizon's PORT CENTER
A customer calls in saying they just picked up a new Google Pixel 8 Pro but they are not enjoying it so they would like to swap it out for the iPhone 14 Pro. Is this a Priority Check-In?
No. We did not influence this as a buying natured visit, and this falls under "Buyers Remorse."
DAILY DOUBLE: What could we do to turn this call into a Priority Check-In?
Which system do we use for sending PCI time slots/details for the in store reps to use?
OMNI
DAILY DOUBLE: What are 2 other functions we can use within OMNI?
Which Metric/s does the J.A.M.E.S Call Flow directly impact?
1. QA (Graded calls based off of following the call flow)
2. PCI Scheduled% (tailoring recommendations more than relying on the "Lay-up" calls)
3. Effective Conversion (Can increase with confirming the details of PCI's/setting proper expectations)
4. Call Time (Following the call flow can help you stay in control/Staying out of a "Switchboard" mindset)
A customer is calling who wants to see if we have a device in stock. What are 3 probing questions we can ask?
1. What is the device you currently have?
2. Is there a certain color or storage size you're interested in?
3. Are you wanting to stay with Apple/Android?
A customer calls in saying they feel lied to about the Set up for Success Fee and feels like the in store rep was rude and pushy. What can we do for this customer?
Connect them to our Customer Resolutions (2012) Team.
DAILY DOUBLE: Is this a Warm or Cold Transfer?
A customer tells you they see that their new S24+ has been delivered and they want to pick it up. What do you need to do to be able to set a PCI?
Recommend the Box! BMSM promos (watches/tablets), Jetpack, Home Internet and as long as they are agreeable to any of these, you can set a Priority Check-In
Which system can we access to look at Verizon Policies/Procedures?
InfoManager
What are the 5 things we need to do on EVERY Priority Check-In to make sure we get a 100% PCI Review?
1. Was it a Qualified PCI?
2. Did we notify the customer of the PCI?
3. Did we refrain from price quoting?
4. Did we set proper expectations with the customer? (Next Steps, what the store can and can't do, Promotion Information)
5. Asked or Confirmed Email
A customer is calling to switch to Verizon. What are 3 probing questions we can ask to assist the customer?
1. Who do you currently have service with?
2. How many lines of service/devices will you be moving to Verizon?
3.) Are you interested in any upgrades/tablets/watches or even our Home Internet?
A customer is calling in to check on the status of their order they placed online for a new watch and need to see if they can make changes to the order. What can we do to assist them?
Since this is an ISPU order, we would need to connect them to Verizon Customer Care to see if they can make changes to their current order. We can only see the different order status.
Daily Double: What are the 4 main order status of an ISPU that we can see and relay to the customer?
A customer calls in saying that they need to upgrade their prepaid phone. What can we do to make this a Priority Check-In?
Recommend switching from prepaid to post paid... Paint the picture why this would benefit them. This opens the customer up to discounts and promotions that they would not see with their current prepaid plan and eliminates having such a high up front cost