BB
Per. and friendly
Auth.
P.T.A.Q
Where do you look to authenticate the customer?
Safe send form
Which of the following below are appropriate short keys?
a) passwords
b) greeting
c) Thank you's
d) instructions for self serve
e)empathy statement
b) greeting
c) Thank you's
d) instructions for self serve
Customer prefers to have a front line employee complete the transaction
Promote or not promote?
Promote!
What is a speed bump?
Answer will vary
Provides agents with previous chat conversation?
A) Safesend
b)Chat history
c) Visit history
d)Logout bold chat
B) Chat history
When is it appropriate to use emojis?
When the customer uses it first
Customer would like to change their password
Promote or not to promote?
Promote!
After you resolve the customer's inquiry, what should be the next bb
Permis. to offer value
secure online form sent to customers to gather information
A) Safesend
b)Chat history
c) Visit history
d)Logout bold chat
A) Safesend form
You should always attempt to resolve a customer's concern prior to escalating to a manager.
True or False
A) True
A customer is looking for assistance resetting their password. There is a company wide system outage and you cant make any changes. How do you handle this for your customer?
Complete the password reset as these can be handled regardless of system outage.
Customer would like to cancel wireless services
Promote or not to promote?
Do not promote!
What is the last BB
Confirm resolution and inspire confidence
In the top left corner of the BoldChat screen, the BoldChat menu and select Exit
A) Safesend
b)Chat history
c) Visit history
d)Logout bold chat
d) logout bold chat
A customer is looking for assistance resetting their password. There is a company wide system outage and you cant make any changes. How do you handle this for your customer?
Complete the password reset as these can be handled regardless of system outage.
Your customer is chatting in requesting a promotion that expired. What is the appropriate way to respond?
a) I'm sorry, the promotion you are requesting was for a limited time only and according to policy I can't give it to you now.
b) That promotion is not available. Let me see if I can find another offer for you.
C) Unfortunately you have missed that promotion, so the system will not let me add it to your account. Here is what I can offer you today.
D) The promotion you are referring to was for a limited time only. We do have several new promotions that I am happy to tell you about.
D) The promotion you are referring to was for a limited time only. We do have several new promotions that I am happy to tell you about.
Customer has replaced credit card and would like to update information.
Promote or not to promote?
Promote!
Name 4 BB's
Answers will vary
Provides visibility into where the customer navigated on the website prior to starting the chat.
A) Safesend
b)Chat history
c) Visit history
d)Logout bold chat
C) visit history
The care admin tool allows you to take a payment for customers who want to purchase Rogers NHL live?
True or False
False
You started a chat with a customers who's account has been blacklisted. What do you do?
Confirm you are speaking with the customer and create a case to have the account removed from the blacklist
Customer is receiving an error message while attempting to make a payment
Promote or not to promote
Do not promote