Acronyms
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Lingo
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Lingo
this acronym refers to customers in its abbreviated form
CX
this tool is regularly used to communicate with others in the business and to make sure any important notifications are not missed
Slack
this method is used for when you run into issues with your system or when using certains and tools or pages will not load correctly and needs to be done before reaching out to leadership
clear cache and cookies
which plank of delight does this fall under ?
"Thank you so much for your patience while we sorted this out today. We truly appreciate you being a loyal Verizon customer for over five years, and we're grateful for your business!"
Show appreciation
this refers to the system primarily used every day in which you will work in when taking calls
ACSS
this tool is used as traditional place to go to look up anything internally in verizon such as timesheets , contact hr , benefits and many other things
Inside verizon
this is the way to submit a timesheet and check vacation time left to accrue for the year
inside verizon>for me>actions>submit a timesheet>view details
which plank of delight does this fall under ?
"To make sure you don't have to call us back about overages next month, I’ve adjusted your data safety settings and enrolled you in AutoPay, which will prevent future surprise fees and save you $10 every month moving forward."
Advocate for the solution
this acronym refers to when the account was accessed but nothing has been modified or done on the account
NCM
this system refers to a general place to go where you can look up any plans , promotions , ost's or equipments
Infomanager
this is the process for how to submit a time off request
verint>sign in with credentials>my request>my time off calendar >create new request>time off> select date and time and submit
which plank of delight does this fall under ?
"Just to make sure we're completely aligned: I have credited $25 back to your account, updated your plan to Unlimited, and verified that your data is working again. Does this cover everything you needed taken care of today?"
Recap and gain agreement
this acronym refers to when the business and rulings is proceeding as intended
BAU
this is where you can go to see all the latest up to date infomation including new changes to the business , big ticket updates , new products and updates from other employees from verizon in a social media feeling
workvivo
this is where you can go to see all different types of devices verizon offers and emulators associated to walk customers through all different types of devices for almost every situation
inside verizon>work tools>info manager>equipment guide>find said device>emulator tab
which plank of delight does this fall under ?
"I completely understand how frustrating it is to have your service drop unexpectedly. You’re speaking directly with me now, and I am going to take full ownership of this issue until we get your connection completely restored today."
take ownership
this acronym refers to the whomever you are talking to (different then cx)
POC(point of contact)
this tool allows you to interact with AI to ask questions related to the business such as plans and pricing, best practices or position for anything related to business
Velocity assist
this is where to go if you want to see how many time off methods you have used and have left such as ESN , Vacation , Uiapaid and unpaid
inside verizon>work tools>popular tools>myinfo>coaching>drive 2.0>perf planning >myattendance
which plank of delight does this fall under ?
"Since your account qualifies for our local network upgrades, I'm using our device management tool to push an instant profile refresh directly to your SIM card and apply an account credit for the downtime you experienced."
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