Enter Title

Cares

100

What does the "C" in C.A.R.E.S stand for? Also, give and example.

Connect

200

What does the "A" in C.A.R.E.S stand for? Also, give an example.

Acknowledge or Apologize

300

What does the "R" in C.A.R.E.S stand for? Also, give and example.

Resolve

400

What does the "E" in C.A.R.E.S stand for? Also, give and example.

Empathize

500

What does the "S" in C.A.R.E.S stand for? Also, give and example.

Satisfy

Authentication

100

What is the order of authentication for consultants?

OTP, KBQ, and Retail Support OTP.

500

What do we need to collect to verify an employee if their name doesn't match the caller id?

First and last name, login id, 

Ask for two additional options below:

Employee’s manager's name

Department listed on their employee record

Their mailstop (If their mailstop is all 9s, also ask for their job title.)