ARM Statements
What does ARM stand for?
What is "Acknowledge, Respond, Move Forward"?
What Co-Pilot article for Scope?
What is "Gen6675?"
What is your queue for Scope?
What is "Billing?"
When should we offer to enroll customer into Voice ID?
What is "After verifying and authenticating the account?"
What is "11:05". We have a 5 minute grace period.
Is "I can help you with that" a proper acknowledgement?
What is "No". Acknowledgement should be specific.
When should you use Scope of Support?
What is "Every call?"
Who can add SIA to a customer's account who is in a prequalified location?
What is "Sales Existing?"
Who should we offer Voice ID to?
What is "The account holder or authorized user?"
What is "Aux 3-Meeting"?
Checking on an account balance and explaining charges would be what step in the ARM statement?
What is "Respond?"
Who should take the call for technicians who are requesting to add or remove a LOB?
What is "Sales Activation?"
A customer is requesting a Wifi Pod, who can add this for them?
What is "Internet Repair?"
What is "No?" Voice ID authenticates the customer
What aux should you go into for your weekly one on one with your Supervisor?
What is "Aux 5- Coaching"?
After explaining charges on the account to customer, what would be your next step?
What is "Move the call forward?"
Who should you connect customer to who is trying to download the STVA?
What is "Internet repair?"
A customer needs to complete the Third Party Verification.
What is "Self Install?"
When does Voice ID start capturing audio?
What is " The beginning of the call?"
When should you go into Aux 12?
What is "Never again" we are in full production!!
"I need to pay less than what I am currently paying or I will have to cancel my services."
A - I understand you are looking to make some changes to your account.
R - Our packages are designed to provide you with high-speed Internet at a great value. Let's review your current services.
M - Let me go ahead and get started by asking a few questions about how you and your family use the services.
Who can order an Apple TV remote for a customer?
What is "Billing" Keep the call
Cx is just starting services and tech is at home completing an open install. Customer is requesting to add DVR service, who should Tech contact?
What is "DOJ?"
If a customers voice matches and the name does not, is the customer authenticated?
What is "No?" The customers name and voice has to match to be authenticated.
What do we do when there is an emergency (alarms are going off)?
What is "Aux 13-Emergency" and leave as safely as possible. Explain to customer you are experiencing an emergency and they can call back in for assistance.