Show:
Roles and Responsibilities
Expectations and Measurements
Customer Contact Skills
Provisioning and Maintenance
FTTP and FiOS
100
Which Verizon department is responsible for troubleshooting no dial tone and calling features?
What is FSC
100
NPS stands for:
What is Net Promoter Score
100
what does empathy mean
What is showing concern for the customer/ sympth with customer
100
Referring to the Basic Provisioning Flow steps, at which point does the COFEE Anywhere system come into play?
What is Customer Requests Service
100
1. What does FTTP stand for?
What is Fiber to the Premises
200
What two Verizon departments are responsible for handling sales and billing requests?
What is BSBC ,CSSC
200
Customers who respond to the NPS survey with a 7 or an 8 are referred to as:
What is Passives
200
first thing you should do with every customer
What is pull up account information/ verify cx
200
Referring to the Basic Provisioning Flow steps, at which point does the AWAS or WFA DO system come into play?
What is Orders Rejoined for Dispatch
200
What type of service is offered with FiOS?
What is Voice Data Video
300
Which Verizon department is responsible for resolving escalations for missed dispatch requests?
What is DRC
300
Official time for the start and end of tours break/lunches is determined by:
What is Timekeeping device of the local telephone system/ computer
300
what is"Neutral Sitting Balance"?
What is relaxed and sitting up straight
300
Referring to the Basic Provisioning Flow steps, at which point does the COG system come into play?
What is MON Established
300
What is the optical transceiver utilized with FTTP at a customer’s premises called?
What is ONT
400
Name a piece of cpe we dont support
What is (Judges call)
400
caht stands for what?
What is Cumulative Average Handle Time (CAHT)
400
what is a open ended question
What is any example of a open ended question
400
In the Basic Provisioning Flow, which System validates that an address is FTTP capable?
What is SQE
400
name 3 basic PON elements:
What is OLT Fiber Optic Cable ONT
500
Which Verizon department is responsible for resolving FSC order fallout?
What is NSF
500
what does adhearence to open line mean?
What is being available to take calls taking breaks at correct times
500
describe the proper way to put cx on hold
What is Explain why, give approximate time for holding, obtain customer acknowledgement before leaving the line
500
The 3 major systems involved in the Maintenance process are:
What is CoA Repair, vRepair One & Delphi (DTI)
500
What does the acronym MDU mean?
What is Multiple Dwelling Unit