Greeting and Account Verification
If CRM SMS = Yes, then what is CTS SMS = ?
What is CTS SMS = Yes?
How long to refrain periods of long silence
What is 30 seconds or more?
Customer reported that the battery will not charge but you identify a power source alert 7 in the history around the time the issue began. What is the PC?
What is power source alert 7?
The customer states they are attempting to load a new cartridge, but it will not fit into the pump. They have not pressed "change cartridge" on the pump or received an error message. What type of issue is this?
What is cartridge fit issue?
The last question to ask a customer before the call ends
What is "Is there anything else I can help you with"?
The following statement is used for what type of call: “Hi this is (your name) calling back from Tandem, we received a call back request/email from you. I do want to let you know that the call may be recorded for training and quality purposes. I’m calling for something in regards to (customer’s first name).”
What is the official outbound greeting?
Keep hold time under _____, unless otherwise stated.
What is 2 minutes?
The customer reported that after changing his TX, the app showed the correct TX ID, but the pump was still showing the old TX ID and he wasn't able to edit it and asks for your help. What type of call is this?
What is TX ID greyed out issue?
The customer's mother reported her son's pump had a resettable malfunction but handed off the phone to the customer to perform the pump reset. Who is the reporter of the issue?
Who is the mother of the customer?
Shipping expectation that you would provide to a customer for a goodwill order
What is ground shipping will take up to 7 days to arrive?
If CRM SMS = No or Blank, then what action would you take?
What is ask caller if they would be okay with CTS sending follow up text messages as necessary?
The best way to show the customer you are fully engaged and ready to help.
What is active listening, not interrupting or talking over customers?
The customer reports has a BG of 300mg/dl and asks you, "should I bolus?"? How do you respond?
What is CTS cannot provide medical advice and to inform the customer to follow the recommendations of their HCP?
The case product if resetting the Mobi pump did not resolve the issue for a mobile app crash issue?
What is Tandem mobi pump?
This is the final step in processing a pump replacement RMA for a Canadian patient.
What is send replacement pump instructions email from activities?
You receive a cold transfer from Reception, what information do you need to verify with the customer?
What is the customer's full name, DOB, and pump SN?
“I understand how frustrating that can be” is an example of this type of skill.
What is showing empathy?
The customer reported using Fiasp insulin.
What is caller needs to be informed of off-label insulin messaging?
Mobile app issue calls require the following information be filled out under product information on the case
What are mobile app in use, OS, OS version, device model, and app version?
Used anytime when credit card information is provided on a call.
What is masking a call (using the secure pause feature)?
This federal protection law requires us to keep customer personal information confidential.
What is HIPAA?
These short verbal cues (“Uh-huh,” “I understand”) signal attentiveness during the call.
What are acknowledgment cues, courtesy words, verbal nods?
If the customer reports an infusion set issue but the pump audibly alarms during the call, how do you respond?
What is the specialist should inquire about the alert or alarm to troubleshoot as needed if it is not an expected alert/alarm?
The customer reports a shattered touchscreen. They mentioned that after the screen shattered, they received an alarm on the pump about the cartridge. How many case issues need to be documented?
What is 2 case issues?
When to inform caller original warranty will continue to apply; it is not extended by pump replacement.
What is what to inform customer if their pump is within warranty and you're needing to send a replacement pump?