System Links
What system do you use to find the list of system links you will use on a daily basic?
Salesforce; home page
Using probing questions to confirm the issue and then research the issue, is what 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. What troubleshooting steps have you tried 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
Customer calls in needing a new Sim card, is this a PCI?
No a Sim card is not a PCI
What is the training system for Russell Cellular policies & procedures?
Catalyst
How many Call expectations do we have?
4
DAILY DOUBLE: We are here to enhance the customer experience. Can you list what the 4 call expectations are we need to follow?
A customer calls in with a bill 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 a Promise to pay, what are two options we can provide to assist them?
Help walk them through the steps on the MyVerizon app or connect to Financial Services Team
A customer calls in looking for a charger box and cord, is this a PCI?
Yes. You can set a PCI for stand alone accessories orders
A customer ordered a phone case and a screen protector and is seeing when it will arrive, can we look up this tracking information? If yes, what 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 in the call is.
M- Make a recommendation; While I am researching what we can do to solve your issue, did you know that Verizon now offers roadside assistance with the Hum? I would love to get you into our store to be able to fully access your account to look into this bill concern and help make sure you are protected while on the go. Can you make it in today at 2pm?
A customer is calling in to see if their new phone they had ordered has been delivered yet, What are 3 probing questions you can ask to find a resolution?
1. How did you order the device? (In store or with a rep)
2. When did you order the device?
3. What kind of device did you order?
A customer is calling because they are leaving Verizon but are wanting to keep their current phone number when switching, what can we do to find a resolution for them?
They would need to speak to our PORT Center team
A customer calls in saying they just ordered the new Google Pixel 7 Pro but it is not for them they would like to swap it out for the iPhone 14 Pro, is this a PCI
No. This is an exciting service you are just exchanging the phones, remember there would be the one time $50 restocking fee
DAILY DOUBLE: What could you do to make this turn into a PCI?
What is the system that you can access to spend your Catalyst reward points at?
Rc Home; the RC webstore
When encouraging an in store visit how would you describe what a PCI is to the customer?
What I can do for you today is set up a Priority Check-In, this will send the notes of our call over to my expert in store so they can be ready for you and your needs when you arrive. This is a soft appointment giving you flexibility and saving you time. Would you be able to come in today at 5pm?
A customer is calling who wants to see if we have a device in stock, what are 3 probing questions you can ask?
1. Is there a certain color you're interested in?
2. Do you have a specific GB size you need?
3. Are you needing the device today?
A customer calls in saying they were lied to about the Set up for Success fee and feels like the in store rep was rude and pushy, what can we do to find a resolution?
We would connect the Customer Resolutions
DAILY DOUBLE: Is this a warm of cold transfer?
A customer tells you they see that their new S23+ has been delivered and they want to pick it up. Is this a PCI? If no what do you need to do to turn it into something you can set up?
I see here that your S23+ is at the store did you know when getting this phone you may qualify for our BMSM promotions to add a Galaxy Watch 5/5Pro. What I can do for you today is set up a Priority Check-In. this will let my expert in store know you're coming for your phone and to help you check out those additional saves you can lock in when adding a watch during pick up. Would you be able to come in at 4pm?
What system do we use for sending PCI time slots/details for the in store reps to use?
OMNI
DAILY DOUBLE: What are two other features you can perform within OMNI
What metric/s does the J.A.M.E.S call flow directly inpact?
1. QA(Are you following the call flow)
2. PCI Scheduled%(Setting the PCI with Integrity) 3. Effective Conversion(PCI's turning into sales) 4. Call Time(Following the call flow or burning & turning)
A customer is calling who only wants to speak with a rep in store, what steps can you take to try and maintain ownership of the call before transferring? Ask what the call is about. If it is something that can be turned into a PCI, offer assistance without standing in the way. "I would be happy to figure that out with you to save some time, or, I can connect you with that team member. Which would you prefer?"
Ask what the call is about. If it is something that can be turned into a PCI, offer assistance without standing in the way. "I would be happy to figure that out with you to save some time, or, I can connect you with that team member. Which would you prefer?"
A customer is calling in to check on the status of their order they placed online for their new watch, they 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. We can only see the different order status.
Daily Double: What are the 4 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 you do to make this a PCI?
Recommend switching from prepaid to post paid. Paint the picture why this would benefit them. It is exciting to upgrade. I recommend looking at switching to our postpaid plan. This opens you up to discounts and promotions that you may not see with your prepaid plan. Lets get you in store to see what would work best for you. Would you be able to come in today at 5pm?