MiLB
What is the website for MiLB?
*Welcome to the minors! Now walk across home plate and give your team 100 points!
What is the minimum amount of dead air that should be present on my call when I am assisting a fan?
10 Seconds
*As Dumbledore would say, "10 points to Gryffindor for courage!" (I will times his 10 by another 10 so take 100)
How many digits are on the Credit Card that we need to get from the fan?
Trick Question: We do not take CC information
*Draw phase: Channel Babe Ruth's energy to destroy 500 points from the opposing team.
I live at this zip code 97530 can I watch the Blue Jays game? (Show me) X3 Points
Yes!
Am I able to get a monthly subscription for Single Team?
No, it is offered ONLY as a yearly subscription
What type of statement should we use if someone calls in stating that they have been having a hard time navigating the website.
Empathy
*I am feeling empathetic towards your team, steal 200 points away from the opposing team.
I am calling in because I do not like receiving all of these emails from mlb.tv. Can you remove them for me? Also, how long does it take for them to go away?(Show me) X2 Points
broadleaf>newsletter management>unsubscribe from all
(It will take up to 72 hours for the newsletters to stop)
Houston vs Texas
Who is the high-A team for the San Francisco Giants
Eugene Emeralds
*Found Bigfoot! It was a team effort, so give both teams 500 points!
Fan calls in livid and is going to explain the issue that has been happening to them. I should immediately transfer the call to a supervisor!
No, you should use active listening and assist the fan with their issue and attempt to resolve the issue the fan has. NEVER PROACTVIELY TRANSFER TO A SUPERVISOR!
How many required survey questions are there for the agent to fill out at the end of the case?
2 (take an extra 200 points, just because)
What is the website we need to go to verify a Fan's IP address?
Give this team an "air high five" they deserve it! Good Job!
How do I set up notifications for my app on my mobile device?
Settings>MLB app>Notifications
Name San Diego Padres single-A team
Lake Elsinore
*I see youuuuuuuu! (0) You barely escaped his gaze! You lose your turn this time around....oh wait, that's a different game. Well, take 400 extra points for averting your gaze or whatever.
Fan calls in and the Interactive Voice Response (IVR) did not populate any information or create a case for me. What do I do?
Need to create a new case
*(Play Rock, paper, scissors against someone on other team! If you win you get another 500 points! If you lose you get nothing!)
What are the three pieces of info that I need in order to help someone with their subscription/changing their email?
Name(first/last), Phone number, Email
*Three is better than two...or was it two is better than one? Anyway, take 300 extra points!
One of my friends informed me that I was going to be able to watch the Los Angeles Angels if I got MLB.TV. My zip code is 89129. Can you tell me if I can watch it or not?
No
Live regular season games involving the following Clubs are subject to MLB.TV blackouts in the specified zip code:
What is the amount of discount that is offered to military/students
35%
*Give yourselves a discount and give your team 350 points!
MiB.TV subscriptions can be accessed on PC, Mac, iPhone, iPad, Android Phone & Android Tablets, and my mother's blackberry.
(True/False)
False, it would have been true if it were not for those darn blackberry phones....
*Draw 4 cards and move on with your life
(were you expecting extra points this time....no, not this time. 500 is enough!)
Name three of the five critical errors that you won't get on a call:
-Failed to follow documented Account Verification Process
-Failed to create a case in SalesForce
-Did not interact with the caller truthfully and/or professionally
-Failed to follow the Escalation Matrix
-Failed to complete the action requested by the fan
In proper hold etiquette, what is the time frame for how long I can place someone on hold?
2 MIN (1min59, ideally before 2 min)
*Take 120 points! 1 second for every min you don't need put someone on hold! (use rapport)
Where do I guide a fan through mlb.tv to verify their local restrictions with a zip code? (Show me) X2 Points
Help Center>blackout information>Which teams am I blacked out from?>click "here"
What do we call this phrase?
To handle all inquiries from our fans in a professional manner with dignity and respect as we deliver exceptional customer service.
Through product knowledge, extensive training, and state of the art systems, deliver World Class Customer Service. In turn, exceeding our fan’s expectations, our goals, and leave every interaction knowing our fan has been listened to and their issue resolved.
Mission and Vision
*If someone's name on your team starts with a "C" gift yourself 100 points