Let's Chat

To Chat or Nah

100

My Customer has escalated, I need a supervisor. I should reach out to the CRT Chat for assistance.

What is Nah? Once your customer has escalated you should reach out to your

200

I need assistance but don't see a leader or floor support readily available.

What is to chat? Chat representative can assist with the same thing floor support can. 

300

My Supervisor is in a meeting and I need an approval for store pickup.

What is to Chat?

400

I need an upgrade date change.

What is Nah- Coordinators don't have access to change upgrade dates, they can only change contract dates. 

500

I need a contract end date changed.

What is to Chat.

Miscellaneous

100

On What Page is the Chat Located for the Frontline?

.

What is the DTP page?

200

With my permission, coordinators can listen in on my calls to assist with positioning.

What is True?

300

I should hold no longer than 7mins for a coordinator before calling the que.  

You should wait no longer than 3 mins for both the chat and the escalation que before reaching out to a supervisor. 

400

What should you expect when you contact a coordinator?

.

What is:

 MTN/Pin Password

Clarifying Questions 

Explanation of your need for assistance and steps taken.

500

What are 3 things you should still contact your supervisor for?

What is:

T&C Updates

On Demand Disco's

BGCO Transfers 

OCC"s $500 or higher 

Find my IPhone overrides 

Receipts not on My Verizon

True or False

100

If I am chatting with a coordinator and my customer escalates they can contact the customer on my behalf.

What is False. The Frontline agent must call the escalation que for assistance with escalations.

200

Before reaching out to my supervisor for general questions I should reach out via chat?

What is True?

300

Coordinators can approve a credit I placed into my supervisors Que?

What is True-Coordinators can approve up to $500.

400

If I need positioning, I should reach out to a Coordinator for assistance?

What is True-Coordinators can help with positioning by using remote monitoring.

500

I need a pin number, Coordinators will be able to assist.

What is False- Coordinators do not have access to view pin numbers.