Bubbles
4 types of RMAs
Buyer's Remorse
Warranty DOA
Warranty Regular
Extended Warranty
What troubleshooter do we use when you're not sure if the customer’s issue is within your scope?
Scope of Support (SoS) troubleshooter
Do we accept prepaid cards as a payment method?
No.
What does PII and SPII mean (2 points)
Personally Identifiable Information
Sensitive Personally Identifiable Information
Google Accounts and ID Administration
How long does a customer can return their devices for Warranty Date of Arrival?
15 days
How many times do we have to give a call back to the customer?
3
True or False: Customers can apply to finance a new device while paying off a remaining balance and as long as the remaining balance is within the credit limit
True
Where can we change the customer's phone number if the phone number within the Cases Connect is not the callback number the customer prefers?
Cases Connect, the bottom of the page, right under the customer's full name.
Double the Points: 2 instances when Financing is unavailable?
3 types of Call Backs
Virtual Callbacks
Offered Callbacks
Callbacks for disconnected calls
What is a Buyer's Remorse warranty?
Users who purchase a device or accessory through Google have a 15 day Remorse period. Users can return items for a full refund.
What kind of Troubleshooter do we use if we are unsure if the customer's issue is within our scope of support?
Scope of Support (SoS) troubleshooter
What are the 2 instances when a customer will receive an Adverse Action Letter?
1. Denied Financing
2. Received a financing amount less than the highest tie
Does Google Fi have a Cancellation Fee?
No
In the Account panel, what are the alert messages and information sections for the account within Fi Tool? (5 points)
Status
Billing Day
Activation Date
Impersonate User
Financing Decisions
Provide the call back spiel (2pts)
Before we get started, I wanted to let you know that we may collect some personal information like your email address to provide you with support. Also, we’d like your permission to monitor or record this call for quality, training, or to improve Google’s services, subject to our privacy policy available at g.co/privacy policy. Is that okay with you?
What do we tag a case when we are still waiting for a reply from the email consult?
Need Info
Do we accept Google Pay as a payment method for paying a customer's plan?
No. Only Credit and Debit Cards from American Express, Discover, Mastercard and Visa are allowed.
When do we have to authenticate the customer? (extra points to state sample scenarios)
if the authentication shows ? shield
during outbound calls
4 sections within the Fi Tool?
Account
Account Users
Devices
Account Event History
What are the 3 outbound calls a customer make?
- Virtual Queue Callbacks
- Offered Callbacks
- Callbacks for Disconnected or Dropped Calls
What are the instances where we have to change the case state as Discard?
Abandoned Call
Spam Calls
Instances where a case came through but there was no customer on the other line
Where do we see the current running promotions that Google Fi has, along with the Terms and Conditions of the said promotions?
Promotions Primary Guide or Google Fi Promotions Dashboard
Can data speed be reduced again once it has been enabled within the current billing cycle?
No