Non-Standard Call Types
How would you assist someone calling in for a deceased customer who is not an Authorized User on the account?
Submit a UCM ticket and set expectations for next steps with the caller
What is the cost for internet on seasonal with and without home security?
$30 and $5
What plan allows you to upgrade your phone at anytime?
Unlimited Plus
Which three companies most commonly offer cell phone internet?
Verizion, T-Mobile, AT&T
How many questions should we ask per PSU?
3 questions
How would you handle a bulk customer account?
Pitch mobile and transfer customer to community solutions for any further assistance
How long does the customer have to wait until they can make changes after removing seasonal hold?
24 hours
How much will mobile bill increase when going from bundled to standalone?
$10
Are cell phone internet speeds capped or uncapped?
Capped
What tool do we use for comparing pricing with competitors?
Competitive Edge
How would you handle a caller requesting a drop bury?
Set expectations for the caller and transfer to internet repair
What is the minimum and maximum length of a seasonal hold?
2 months to 9 months
One promotion per account
What is our best option to overcome cell phone internet pricing?
Bundling mobile with internet
What is the minimum number of save attempts we need to make after completing our discovery?
2
What are the potential time frames for a customer requesting a drop bury to have their issue resolved and which situations would determine those time frames?
10 days for non-hazardous drop buries, the same day or next day for hazardous drop buries or drop buries impacting services, up to 6 months for drop buries in regions with frozen ground
What is the primary requirement for a customer to place an account on seasonal hold?
They must maintain control of the dwelling unit during the duration of the seasonal hold
What is the most vital piece of information that we need to complete a BYOD?
The IMEI
What does the broadband label state for typical download speed on Verizon cell phone internet?
Typical download speeds 50-85Mbps
What are the two most important questions to ask for an effective mobile pitch?
How many lines do they have and how much are they paying per line
Which department would we transfer a customer to if they are a business customer converting to residential?
If business account is active transfer to Business Customer Solutions for disconnection, if business account is already disconnected transfer to Residential Sales to process new account setup
What is the maximum number of times an account can be put on seasonal in a 365 day period?
Once (exception for Florida accounts)
A customer calls in with internet and free mobile to disconnect internet, how much will their free mobile line be after internet is removed?
$40
Which internet package of ours is most similar in speed to cell phone internet?
Internet Advantage
In which part of the call flow would you prompt the customer that you're going to be asking them some discovery questions?
Bridge to discovery