What is relate/assure, verify, react, quality close
100
What are the steps to the Konami Code
What is up, up, down, down, left, right, left, right, up, up, up, up.
100
What does an authorization do?
What is see if its a valid card and if we can charge it?
100
What kind of Verification do you do for blocking a method of payment?
What is the Full 16 digit card number and first and Last name
100
Name 5 Netflix Original Series
What is House of Cards, Hemlock Grove, Turbo, Derek, Orange is the New Black, Lilyhammer, Sense 8, Arrested Development Season 4
200
What are the parts of the Netflix Experience?
What is Personal, conversational, and simple?
200
What is the First step in trouble shooting for "Cannot Connect to Netflix"
What is "Test Internet Connection"
200
Part 1: Correctly disable this email: ilovenetflix@hotmail.com
Part 2: If a customer wants to stop receiving emails from Netflix what can you do instead of disabling an email.
What is
part 1: ilovenetflix@hotmail.csd.netflix.com
part 2: Unsubscribe them from the email list.
200
When would we file blocked MOP versus unrecognized charges?
Blocked MOP are filed for a known netflix account where the cx wishes to have there MOP removed from netflix, while Unrecogized charges are for an account that the customer is absolutely unaware about
200
Name 2 ways customers can customize there Netflix Experience?
What is update there Taste Preferences, Profiles, Rate Movies
300
What are the main talking points for Marketing Calls?
What is Thousands of titles on hundreds of devices, Exclusive content only on Netflix, Free month trial, cancel any time?
300
You are speaking to a Canadian cx and you are getting
"cannot connect to netflix" What should you be looking for?
What is Streams from Different Countries, or US Content
300
What are the differences and similarities of screamer codes and adjustments?
Screamer codes only work on Former or never member accounts while adjustments work for active accounts but they both give free months
300
What are the 2 kinds of holds that we can remove here at our site without having to file a ticket?
What is disputed charge holds (chargeback holds) and web fraud holds?
300
How many profiles can be set up per household?
5 profiles
400
What do you need from a cancellation call in order to effectively relate?
What is the reason for cancelling?
400
If a cx is getting "must complete system requirements" on a tablet what does that mean?
They are using the web browser instead of the app
400
What are the 4 requirements to put a card on file in the US?
1) Must have V/MC/Amex/Disc logo
2) Must be reloadable
3) Must allow recurring billing
4) Must allow international e-commerce transactions
400
When do we send NSF requests?
When a customers account was overdrawn due to a mistake that we made
400
How many devices can be connected to a netflix account and how many can stream simultaneously for the $7.99 plan
What is 6 devices connected 2 streams simultaneously
500
What does the "REACT" on the call flow Stand For? (Anagram)
What is
R – Refer
E – Educate
A – Act
C – Care for your customer
T – Take Feedback
500
What are 2 indicators that a customer may be logging in to the PSN?
What is Black Screen, User ID, check boxes to save log in information
500
What is the appropriate verification level for the following? (Answer: Never, Level 1, Level 2)
1) Add or Delete a profile
2) Adjust parental controls
3) Change a plan
4) Issue Credits
5) Cancel an account
1) Add or Delete a profile- Level 2
2) Adjust parental controls- Never
3) Change a plan- Level 2
4) Issue Credits- Level 1
5) Cancel an account- Level 1
500
What are the steps to unrecognized charges once you've determined it is truly fraud? And what are 2 things you never do?
1) Locate the account by the full 16
2) Cancel the account
3) Add CS Fraud Hold
4) Send Law Billing Email
5) File Unrecognized Charges Ticket
You NEVER
Reveal Account information
Issue Credits
Set expectations
Collect phone numbers
500
Why is a movie or TV show available in one country but not another?
What is
Regional tastes: We do our best to shape our service by region. For example, some movies and TV shows that are popular with our members in the United States may not be desirable to members in the United Kingdom, even though they're both English-speaking regions.
Multiple rights owners: More than one studio or distributor may own regional rights for a movie or TV show. For example, we may have an agreement with a distributor to show a US-made movie in Latin America before we've signed an agreement with the studio that made that movie to show the movie in the US.
No rights available for a region: Sometimes a movie or TV show simply isn't available in a particular region. We can't buy a movie or TV show for a specific region if no one is selling it.