Trivia
What is the name of the article that has the quick steps we can use to walk the customer through the Id.me process ie: Nurse, First Responders, Teachers, and Veterans?
Verizon Wireless EV: Employee Validation Process
If the customer states, they have never created an ID.me before. What process will we have them follow?
BAU, Business As Usual
This means either uploading the documentation online or making a copy of the documentation to us.
A customer states, "I would like to validate using my work email for my Nike discount." How would you respond?
(Lets assume you have already covered all opening questions on the call flow)
Probe for email domain, prior to giving validation steps
The customer states "I uploaded my paystub and I saw on the website that I was validated on 4/1/2022. Why is my discount not showing on my unlimited plan?" (Partial answers will not be accepted"
“Please allow 1-2 billing cycles for discounts updates to appear on your monthly billing statement.
Please keep in mind that discounts apply to eligible plans and features, with restrictions to Prepaid, Promotional, Verizon Plan Unlimited, Data Only and already discounted plans.”
If the customer states they attempted to validate with their Nurse discount. What question should we ask to determine how to proceed? (Use call flow)
"Did you complete the validation using ID.me?"
The customer states that she is an account manager and is a teacher but has never heard Id.me. What is the most efficient way for them to validate for the teacher discount? Provide the steps.
Validate using the AOL process
1. Send email to - wfmbhspecialty@verizonwireless.com
2. Subject Line - RYL Pre Submission Request
3. Body of Email:
- MTN on Account
- Account Owner’s name
- Account manager’s name
- Account Address
- Attached document of Account Manager POE
4. Advise 5-7 business day timeframe – customer can reply to email to check status
A customer states, "Currently I am driving and am unable to follow along with the ID.me process" how should we assist this customer?
Offer to email the customer the steps on how to validate
A customer calls in, and you confirm that he does not have discount on his account. He states, " I retired from USPS and want to know if I am eligible for a discount. How would you respond?
I see that at this time your employer does not extend benefits to their retirees, the GREAT news is we have other discounts you will qualify for including our Customer Loyalty Discount.”
“I would like to discuss those options with you now.
Would there happen to be anyone else on the account that is employed with a company that may offer a discount with Verizon, or maybe an active duty military, veteran, or first responder, nurse, teacher or student?
The great news is you qualify for the Customer Loyalty Discount of 5% and an additional 3% if you have or sign up for paperless billing. (Advise of enrollment through MyVerizon App.)
Let’s go ahead and begin getting you signed up for this great discount, I just need a few additional pieces of information
What other ways can an account owner validate if they are having issues with the ID.me process?
Provide three examples of a valid POE that can be used to validate instead of using Id.me.
The customer can validate by uploading documentation online using vzw.com/discounts or by mailing documentation to us. Customers must submit documentation specific to the discount they are submitting for. IE First Responders ID, Nurse/Teachers Licenses, DD214.
A first responder calls, you discover through probing that the customer has an ID.me account already and knows the password. Provide the step-by-step process the customer will need to follow to validate using ID.me.
Go to vzw.com/firstresponder
Click Check eligibility, then get started
Customers will be asked to log into their Id.me and then will be asked to login into the Verizon account.
Once logged in, they will need to complete the Finishing touches page using the account owners information, this will validate the discount on the account.
What type of discounts can be applied to a Verizon account with the assistance of ID.me? (Name all applicable)
First Responder
Veteran
Nurse
Teacher
The customer states "I validated my discount on 2/25/2022 with my work email, but my teacher discount is not showing on my bill."
How would we go about assisting this person on the call?
Since this cusomter validated with their work email, they are not validated for the teacher discount. We should assist the cusomter with validation using ID.me or by uploading/mailing in the teacher documentation
As soon as you provide your opening, the cusomter asks "Is this a recorded line and if so can you call me back on a nonrecorded line?" How would we respond? (Response needs to be completely correct)
“Yes. To improve our training and quality practices, and to ensure we are providing and improving the level of service offered, all of our customer service interactions are monitored and recorded.”
Thank you for that information. I will be giving you a call back shortly from a non-recorded line. Thank you for calling Verizon Wireless"