Abbreviations
Account Manager
Customer Center
Call Flow
MISC
100
CBR is an abbreviation of....
What is Can Be Reached
100
This is the default billing option when setting up a new account online...
What is E-Bill?
100
Customer Center seems to be mainly used for this type of service
What is Landline
100
Thank You For Calling AT&T, My Name is ___________. How May I assist you?
What is the standard opening
100
WAC is an abbreviation for .....
What is Web Assistance Center
200
PIR is an abbreviation of.....
What is a Positive Initial Response
200
You can select User ID or Password after selecting this
What is forgot my password
200
You can not edit this once logged in
What is profile
200
May I place you on a brief one-two min hold?
What is the correct hold procedure
200
Is our main resource for tools, guides, and job aids.
What is KBS - Knowledge Base System
300
CSR is an abbreviation of.....
What is a Customer Service Representative
300
Click this option for a general overview of Services associated with a local AT&T Telephone Bill
What is My Services Tab
300
This tab allows for the viewing of all available Products and Services
What is Customer Service Tab
300
______________vs _____________ is Repeating back what the customer said word for word, vs stating it back in your own words
What is parroting vs paraphrasing
300
Is requested online Prior to registering
What is the Online Registration Code
400
DNC is an abbreviation of.....
What is Do Not Call
400
This is where Order Status is available
What is Check order status hyperlink
400
Ordering, Online Payments, etc., are available through these shortcuts....
What is the Quick Links section
400
I can certainly assist you with that is an example of this
What is PIR
400
These are two methods a customer can receive their bill.
What is via US Mail or Email
500
DSL is an abbreviation of...
What is Digital Subscriber Line
500
This is where you go and change your email address, password, nicknames, and bill delivery method online....
What is Profile tab on att.com
500
This button provides a slideshow or Flash presentation regarding Online Account Management and the AT&T eBill
What is Tours
500
This is part of your closing and a mandatory script before closing your call, we have to offer this
What is further assistance
500
This refers to a customers private information
What is CPNI, Customer Proprietary information
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