Market Contact Sheet
Who should be tagged when communicating with the SG Market?
RP Josh Keller, Ashley Eckert, and Brian Tuohey should all be tagged in credit requests. Do not include RP Brian Snyder.
"Madness? This is _____"
SPARTA!!! *kick*
Customer expected a rebate or switcher but did not submit for it. Customer expected a switcher promo, but the final bill was not received or accepted by Verizon.
No Rebate Submission
Lady
Dog, Lady & the Tramp
Customer calls in with a promo concern for their business account.
NAH!!! We don't call PRC for business accounts.
After what time frame do we follow up with the SG market, and who are we calling?
The SG market requests a 4 day follow up on credit requests. When following up, call Brian Tuohey. Josh Keller should not be called.
"You come to me, on this, the day of my ______"
Daughter's Wedding
My Offer or Loyalty promo was not accepted at the point of sale, the customer was not targeted for the offer, or the incorrect loyalty offer was accepted at the POS rather than the one the customer was expecting
Not Targeted/Accepted
Pascal
Chameleon, Tangled
Customer calls in upset about being charged a device set up fee.
NAH!! We don't call PRC for CSOKI related charges.
When submitting a $2200 request to the CF market, what is the proper procedure? Who do we tag?
Credit requests between $1000 and $2500 will need to be submitted to SS Leadership.
"But what you don't know is that that sweater is not just blue, it's not turquoise, it's actually ______"
Cerulean
Customer did not purchase within the promotional timeframe and/or does not qualify for promo-protect.
Sale Date
Philipe
Horse, Beauty & the Beast
Customer calls in upset about their activation fees after activating new lines with Verizon and purchasing new devices.
Yes!! PRC can help with Verizon charges.
"You either die a hero, or you live long enough to see ______ _____ __ ________."
Yourself Become the Villain
Traded device was received by Verizon, but not within the required timeframe.
Trade Concern – Late Trade
Flit
Customer calls in about a missing promo. You were able to find the promo in question but the customer doesn't qualify.
Yes!! Even if they do not qualify for that particular promo, PRC may be able to apply an alternate promo or credit which ultimately will lessen the amount CSOKI may have to credit.
"I don't know who you are. I don't know what you want. If you are looking for ransom, I can tell you I don't have money. But what I do have __ _ ___ ______ __ _ ____"
are a Very Particular Set of Skills
Customer was disqualified due to the Transaction or Purchase type requirement, such as, Activation versus Upgrade, New Account, Add a Line, Port-In, Prepaid to Postpaid, 36-Month DPA, Month-to-Month et
Transaction/Purchase Type
Djali
Goat, Hunch of Notre Dame
Customer returned a device and ported out of Verizon. This triggered a forced buyout of their current DPA.
NAH!! We would want to work with CORE for any DPA cancellations.