ACCOUNT SECURITY
THERE ARE 2 EXAMPLES OF THINGS WE CAN TALK ABOUT AFTER RECEIVING IVR MATCH & VERIFYING THE ADDRESS
WHAT ARE THE BALANCE, TAKE A PAYMENT, EXPLAIN BILL DISCO ACCT AFTER EQUIPMENT HAS BEEN RETURNED
MONEY BACK GUARANTEE
WHEN A CUSTOMER ADDS A NEW SERVICE & CANCELS IT WITHIN 30 DAYS, WE WILL NOT CHARGE THEM FOR THE TIME THEY HAD THE SERVICE
THESE ARE THE TYPES OF PHONE NUMBERS TPV IS REQUIRED
WHAT ARE NATIVE AND PORTED NUMBERS
USING A PLEASANT TONE RELATING TO SOMETHING THE CUSTOMER SAID; LISTENING WITH EMPATHY -VERSUS- INTERUPTING THE CUSTOMER;ASKING THE CUSTOMER TO REPEAT THEMSELVES; NOT USING A CLOSING STATMENT
WHAT IS THE DIFFERENCE BETWEEN A GOOD VOC AND A LOW VOC CUSTOMER EXPERIENCE
THESE ARE 2 EXAMPLES OF WHEN I WOULD CALL THE VSA LINE
WHAT ARE: LEAVE EARLY, ARRIVE LATE, CALLING OUT SICK, NON-SICK TIME, TAKING FMLA, BEREAVEMENT
WHO WE NEED TO SPEAK WITH TO PLACE AN ACCOUNT IN SEASONAL SERVICES
WHO ARE THE ACCOUNT HOLDER, OR AUTHORIZED USER
THIS IS WHERE I CAN SEE UNBILLED TRANSACTIONS, POSTDATED PAYMENTS & PRORATES FOR OPEN WORK ORDERS
WHAT IS CUSTOMER FUTURE BILL SCREEN IN ICOMS (52)
THIS IS THE MOST EFFICIENT METHOD OF DROPPING A PREMIUM SERVICE & PREVENTING AN UNNECESSARY ADJUSTMENT
WHAT IS BACK-DATING THE WORK ORDER
WHAT IS THE KEY COMPASS BEHAVIOR TO HELP AGENTS MAINTAIN LOW TR
TAKE OWNERSHIP OF THE CALL & HANDLING (MAKING DECISION) ON YOUR OWN
THIS HAPPENS IF YOU ARE SCHEDULED TO WORK AND YOU ARE NOT HERE &NO CALL TO THE VSA LINE HAS BEEN MADE
WHAT IS: A NCNS IS RECORDED AND PTO TIME IS AUTOMATICALLY DEDUCTED FROM YOUR BALANCE
THE ADDITIONAL INFORMATION WE CAN USE WHEN FURTHER ACCOUNT AUTHENTICATION IS NEEDED (LIST 2)
SECURITY CODE, PIN, DL, LAST 4 OF MAC
THE 2 PIECES OF INFORMATION THAT WE SHOULD PROVIDE CUSTOMERS WHEN DISCUSSING SETTING UP RC AFTER A NPD
WHAT ARE THE FULL AMOUNT OF THE OUTSTANDING BALANCE & INSTALLATION REQUIREMENT WHICH INCLUDES 1ST MONTH IS DUE WHEN SCHEDULING
THE REASON CODE USED WHEN SCHEDULING AN EZ CONNECT SHIPMENT FOR AN INCOMPATIBLE MODEM
WHAT IS PX
THESE ARE 3 EXAMPLES OF THINGS WE CAN DO TO EFFICENTLY HANDLE CALLS AND RESPECT OUR CUSTOMER'S TIME
FCR, REVIEW BILL & WHAT WAS DISCUSSED, PROACTIVLY ADVISE OF CYCLE DATE, PAYMENT OPTIONS, SELF-SERVICE OPTIONS, & ANY UPCOMING FEES OR CHANGES TO THE ACCOUNT
THESE 2 PIECES OF INFORMATION ARE NEEDED WHEN CALLING THE VSA LINE
WHAT ARE PEOPLESOFT ID AND START/STOP TIME
WHAT IS INFORMATION WE SHOULD NEVER READ OUT LOUD OR PROVIDE A CUSTOMER OVER THE PHONE (LIST 5)
NAME, ADDRES, PHONE #S, SS #, PASSWORDS, DOB, CC #
THIS PROCESS WILL STOP CHECK VELOCITY FROM PURSUING ACTION, AFTER SPECTRUM HAS RECEIVED A PAYMENT TO COVER THE NSF
WHAT IS ENTERING A PAYMENT SERICE ISSUE TRACK TICKET
THIS IS CALLED EQUIPMENT HIERARCHY
WHAT IS THE SPECIFIC ORDER OF HOW THE EQUIPMENT IS ADDED TO THE ACCOUNT - STARTING WITH HD-DVR
THESE ARE THE 2 BEHAVIORS WE MAY DO ON CALLS THAT NEGATIVELY IMPACT AHT
WHAT ARE DEAD-AIR TIME AND GOING INTO ACW
WHAT SHOULD EMPLOYEES DO EVERY OTHER THURSDAY AT THE END OF THEIR SHIFT
WHAT IS APPROVE THEIR TIME IN KRONOS