CEB
What are the 4 phases of CEB
ENGAGE, UNDERSTAND, SOLVE, IMPRESS
What tool are we going to use to resume their service if the service is in voluntary suspension?
go/resume or WSIR
in DT1 where we can see if the account is enrolled in PAP?
Billing account PAP
Which part in CEB ( warm and energetic ) Under?
ENGAGE
What tool are we going to use to check if the customer is eligible to get any upgrade or promotion?
c2fhq or go/c2fhq
In DT1 where we can see if there is TSD discount
personal profile
Which part in CEB ( Probe using a combination of open-ended and close-ended questions ) under?
UNDERSTAND
What tool are we going to use to create ticket to check if the address is passing is SSIP
go/asq
In DT1 where we can see if the account is referred in COLLECTION?
Billing (Treatment tab)
What tool are we going to use to create order for migration or do change package?
CSR
in DT1 where we can process report payment?
Billing ( report Payment )
This sample scripting is under in which part in CEB?
It was my pleasure helping you go over your billing statement today. We’ve determined that the unusual charge on your bill was due to the data overage from the previous billing cycle. To avoid this in the future, we updated your plan to unlimited data usage.
IMPRESS
what tool are we using to check if the DROP is complete or FSA ready?
CASA
in DT1 where we can access the portal one stop?
personal profile