Tier 1
True or False: You can slightly alter disclosures from how they appear in CApp to make it easier for the customer to understand.
False. All disclosures must be read verbatim.
Prior to disconnecting an account you are unable to save, what must be offered to the customer?
The maximum Credit Battery
What action must be taken if a save attempts fail, the call drops, and the customer has no Early Termination Fee?
The account must be disconnected
How many seconds is considered a silent hold and a tier 2?
10 seconds or more
True or False: If a customer pushes back on a $50 custom work order fee to remove the Dish Satellite, we cannot waive it regardless of star status.
True. The Remove Dish custom w/o fee of $50 can never be waived even if they push back.
When scheduling a tech visit or other appointment, what date must you always propose first to the customer?
The first available date
What is the maximum allowed duration before you must do a mandatory check-in with a customer on hold?
3 minutes
True or False: We can mention the 24 hour grace period proactively as a free trial when attempting to get a customer to accept a new price guarantee offer.
False: You can never pitch the 24 hour grace period as a free trial and can only reactively mention it as a rescission right
True or False: As long as there is a good reason to pause an account, we can pitch it and mention that there are 3, 6 or 9 month options available.
False. We must start with only the 3 month pause option initially. We cannot say that it's available for 3, 6 or 9 months. If 3 months is not long enough, we can then mention the 6 and 9 month options.
Can we waive the 2 year commitment for an equipment upgrade (DIU) for a 3 star customer if they push back on it?
No. We can only reactively waive the commitment for equipment for 4/5 star customers. If they are 3 star or below, they can purchase the equipment to avoid the commitment and the purchased cost cannot be waived even reactively.
True or False: Customer's personal information (account name, phone number, address) can be provided to a caller as long as they are verified.
False (Customer's personal information should not be provided, even if the caller is verified. The only exception is if the AH or spouse are deceased, we can give them the account number.)
True or False: It is a Tier 2 to agree with a customer when they complain about our overseas agents.
True. This would be a Tier 2 under the "Professional Behavior" category. Any comments regarding DISH TV, DISH affiliated services, our customers, employees, departments and/or external partners should be positive.
True or false: If a customer mentions having a second account, we can ask them if they'd like us to access the account and if they say "yes", we can then offer a promotion.
False. Never mention accessing a 2nd account even if the customer says they have one. They need to specifically be requesting that you pull up the account and even then we can only make offers if they are asking for a discount/promotion or canceling. We can also never ask if a customer has additional accounts or proactively recommend checking additional accounts for offers.
When pitching a CWC, if the customer asks, "so my bill will be $102.67 (total rate including taxes and everything) for one year?", how should we respond?
If we are upgrading a customer's equipment or adding new equipment and there is a one time cost, what star status must they be for us to reactively waive the fees?
2 star or above. Cannot waive one time equipment fees for 1 star customers even reactively.
False. Always verify that the name on the credit/debit card is the person we're speaking with or their spouse
True or False: If a customer is saying they didn't agree for Dish Protect to be added to the account and there have been 4 billed items waived in the past 12 months, we can reactively waive 2 instances of Dish Protect as long as a supervisor notates approval.
False. We can only waive one item because they can have up to 5 waived items in a 12 month period. Since this is a recurring billed item (not a one time fee or charge), it WOULD require a supervisor note for approval.
True or False: We cannot input a customers 4 digit PIN on our AWS dialer to help them accept on offer in the IVR even if they ask us to.
True. Do not accept an offer on a customer's behalf. This is a tier 3.
If the customer asks if they can pause the account because they cannot afford the ETF right now and they will just slowly pay toward the ETF each month, can we pause it since it's reactive?
No. We cannot pause to avoid or delay paying an ETF. If there is potential for them to resume Dish service, we can pause it, but not if they plan to 100% disconnect eventually either way.
True or False: As long as we're speaking with a 2 star customer or above, we can reactively waive the $1 credit card hold when upgrading equipment.
False. We can only reactively waive the credit card qualification for 4 or 5 star customers.
What three specific details must always be included in account notes to ensure an accurate reflection of the call (the third detail is only if applicable)?
The Call-in reason, Outcome of the call, and Cancel work order number (if applicable)
True or false: We can remove Dish Protect from an account as long as we inform the customer by saying that we can take off the "protection plan"
False: Have to say "Dish Protect" by name
True or False: If your customer says they are canceling due to moving in a couple weeks but are unsure of the exact date so they will call back later, we do not need to offer the FDD up to 29 days out.
False: You must offer to set up FDD if the customer states intent to call back and cancel within 29 days.
True or False: We can proactively waive a box return fee if the account holder or spouse is deceased.
False. Waiving any fees must always be reactive, even for deceased.
True or False: A late fee can be waived reactively as long as it's a 2 star customer or above.
False. A late fee can be waived reactively regardless of the star status. The only fee waive situation that is contingent upon star status is one time fees for equipment upgrades.