Be Proud/Pers
Another way to say 'Share more details'
'Let us know what's going on with...'?
'Tell us more about ...'?
'What's happening with ...'?
When a cx tags AT&T under a post where another cx needs help, but didn't tag us
What is a cx to cx NRN case?
'
Hey Joe. Thank for reaching out we can help with that. Shoot us a DM so I can take a look into your service
'
What is non Be Proud statement?
Contraction of 'you' and 'are'
What is 'you're'?
Warmly welcome and using cx name
What is Greet?
Including cx issue in our ownership statement, using cx name, and sending good ssos
What is Personalization?
Use this macro when cx is referred to EBB center in previous case for same issue
What is CRE no outreach?
Use this (link) to troubleshoot your deviece.
What is a non Be Proud statement?
Only used when we are certain cx is happy with us, and never used in the greeting
When to use exclamation points?
Probing, Re-reading, and Reviewing case history
What is Understand
'I' 'Me', etc
What are words we should avoid?
Macro used when cx gets help from another department.
What is CRE?
Hey Jane, we appreciate you being a long time customer. Use this (link) to select a plan that suits you. Reach back out and let us know how it goes.
'Hey Jane, we appreciate you being a long time customer. Use this (link) to select a plan that suits you. Reach back out 'if you have anymore questions'.'
Words 247 has deemed too formal for social media and that we should avoid using
What is 'Inquiry', 'Inform', 'Provide', 'Assist', etc?
Send ssos and answer questions
What is Recommend?
Sending the cx the device unlock requirements when they are asking about the status of their unlock request.
What is sending the wrong sso?
What macro should we use when we've NRN'ed a case a bunch of times.
What is Request to DNE?
'We understand your frustration, John. Have you tried troubleshoot your device? If not use this (link) to do so.'
What is a non Be Proud statement
'Tell us more about your trade in ...'
What is incorrect branding of Trade-In?
check if sso/answer was helpful/fixed issue
What is Confirm?
How to avoid sending a sso the cx has already received.
What is checking previous cases?
When the cx indicates they are a minor
What is an example of a case we should NRN?
Hey Brandon, let's help get your internet back up and running. Share your ZIP code, so we can take a look together.
What is a Be Proud statement?
Unfortunately, if no payment is made after 60 days you'll need a new PREPAID number.
What is a word AT&T has said is too formal/Negative?
Final 2 steps before Closed, Resolved
What is Educate and Thank?