app line
Customer says they did not receive their appointment email, should we apologize for the inconvenience? TRUE/FALSE
What is: TRUE
How much is a passport card?
What is: $30
What does NPIC stand for?
What is: National Passport Information Center
What form is used for applying for a passport?
What is: DS-11
Customer is not being allowed in the agency but has an appointment. What do you do?
What is: "I am going to transfer you to someone who can assist you. Please be sure to inform the next agent you are calling because you are not being allowed into the agency." & [ transfer to supervisor line 64021 for English or 64022 for Spanish]
IF Caller asking a CSR to hold to call and add another person to the call. Are we able to wait? TRUE/FALSE
What is: FALSE (Has to have the customer in the room with them)
Is a File Seach Fee $160? TRUE/FALSE
What is: FALSE (it is $150)
How long does a customer have to respond to a letter from NPIC regarding their passport?
What is: 90 days
What form is for a REQUEST FOR ENTRY INTO CHILDREN'S PASSPORT ISSUANCE ALERT PROGRAM?
What is: DS-3077
Customer is calling to switch a passport/photo/documentation. What does GI do to assist with this customer?
What is: Transfer the customer to the Help Desk ext. 3246 English or 3248 Spanish
What does the unique indentifier have to consist of?
What is: Combine the first 3 letters of their last name and the first 3 letters of their city of birth!!!
How much is a fee for a Peace Corps volunteer?
What is: zero
How long does it take to get a passport?
What is: Routine (6 to 8 weeks) Expedited (2 to 3 weeks) Expedited at an Agency you Must have international travel within 14 calendar days.
What is: DS-71, DS-5513, or DS-5520.
What does OPR stand for?
What is: Online Passport Renewal
What number is used to transfer the customer to the Applicant Line?
What is: ENGLISH
Lansing: 1750
Phoenix: 1754
SPANISH 1751
How much is a Replacement CRBA, FS-240 Fee?
What is: $50 each
Your passport is damaged or mutilated and cannot be used as evidence of U.S. citizenship. What can be used as evidence of U.S. citizenship Identification? give 2+ examples
What is:
What form do you have to qualify the customer for to send to them?
What is: DS-82: You MUST qualify the customer before sending, unless the customer objects.
What to tell a customer to help change the gender marker section on passport?
What is: I'll be happy to send a direct link to the Gender Marker Information page on our website. May I please have your email address?
What to say when an appointment is not available?
What is:
"I'm sorry, we do not have an available appointment at this time. Feel free to visit passportappointment.travel.state.gov to check for appointment availability."
What is: $930
What is NPICs phone number?
What is: 1-877-487-2778
Step by step on how to email a form requested by customer?
What is:
1 Copy Template
2 Select Attachment
3 Click on "Email Solution"
4 Paste Template
5 Complete Template (if applicable)
6 Enter Email Addresses
7 Click on "Send Email"
Customer is having difficulties scheduling an appointment online. How should you help?
What is: Help them schedule an appointment if they qualify over the phone. :)