Show:
Billing Adjustments/HUP
Customer Risk Indicators/Transfer Wireless Numbers
Device Unlock/Equipment Changes
Change Wireless Number/Device Protection
Tying It All Together
100
True or False: The customer qualifies for one Goodwill Credit on the account once every 12 months
False, they qualify for a credit on the account once every 6 months
100
Fill in the blank: Bob just reached the age of majority and would like to take over their number from their mom's account under their own name. You will perform a _____________________________ to have the number transferred to Bob's name.
A transfer of responsibility
100
True or False: A customer calls in to unlock a device that they bought from a friend which is locked to Bell. You are not able to unlock the device.
True as the device is locked to Bell
100
True or False: A name change is not reason to change a telephone number.
True.
100
True or False: A customer who recently got a new device has now started to incur data overages. They do not understand why as they are using the phone the same way they would with their previous device. They have been a Rogers cx for 10 yrs and never receive adjustments. With this in mind, you will want to credit the account a one time goodwill, edu cx about data usage on new device and send an Inform You article to help prevent further data overages.
True
200
True or False: A customer with an old 2GB talk, text and data plan is calling in do a hup. The customer is looking to hup to an iPhone. In this case, the customer will be able to get a smart tab subsidy on the device with a 2 yr term.
False, they would have to buy phone outright with no plan change or change to a SE plan in order to get a 2 yr subsidy on the iPhone.
200
Multiple Choice(Select 2): A passionate customer calls in demanding to speak to Customer Relations. What will you want to do? A)Transfer the call to a manager B)Calmly probe the customer's needs to see why they want to talk to relations to better understand the situation C)Hang up on the customer D)Transfer to customer relations
B,D
200
Multiple Choice: A customer wishes to unlock their device to give to their husband to use who is with Koodoo. Is this a port out trigger? A)It is not a port-out trigger as it is not the device in use on the current Rogers CTN B)It is a port-out trigger as all unlock requests are port-out triggers C)It is a port-out trigger and a manager should take the call D)It is not a port-out trigger and you should offer to waive the unlock fee
A)It is not a port-out trigger as it is not the device in use with Rogers
200
Fill in the blank: A customer with device protection can contact ___________ either online or by phone to get a replacement device.
Asurion
200
True or False: A customer recently changed their number due to harassment. They are now calling about their bill as it has a $35 TN# change fee. You will adjust the charge as a non-discretionary adjustment as the fee should have not been charged.
True
300
Multiple Choice: A customer currently has a plan which includes CDN Wide LD. On their most recent bill, the customer incurred CDN LD charges from Toronto to Vancouver. What will you want to do? A)Create a case to have the CDN LD charges credited B)Change the plan to one with more data C)Apply a discretionary credit D)Apply a non-discretionary credit
D)Apply a non-discretionary credit
300
Multiple Choice: A customer calls in to unlock their device. At the same time they start asking for their flextab balance, account number and PIN on the account. What will you do? A)Provide all the information the customer is requesting B)Unlock the device and advise the customer that they can get all of the info on their My Rogers C)Transfer to Customer Relations as it is a port out trigger D)Ask to take a one-time payment on the account
C)Transfer to Customer Relations as it is a port out trigger
300
Multiple Choice: A customer needs a new SIM and they are not able to go to a store. What can you do for the cx? A)Advise they can go to amazon to have one shipped B)Advise to get a friend to purchase one for them C)Mail out a new SIM for the cx free of charge D)Process a hup for the cx
C)Mail out a new SIM for the cx free of charge
300
Fill in the blank: A phone number can only be changed a max of ________ times a month.
5 times
300
Multiple Choice(Select All That Apply): A customer is calling about their son's bill. They incurred a lot of overages. The cx is on a old talk and text plan and are on an old hand me down phone. They incurred a lot of LD charges. What can you potentially do for this cx? A)Right size the cx to a plan that is in-market B)Offer a new phone C)Offer a CDN LD add-on D)Offer a CDN LD cap for 2 months
A,B,C,D
400
Multiple Choice(Select All That Apply): A customer has a $50 talk and text plan. They would like to get a premium device and are willing to pay 40% of the device cost upfront. What will you recommend? A)Process the hup with keeping the current plan the same B)Advise if they keep the plan the same they will have to purchase the device outright C)Advise they would need to change the plan first to a premium plan in order to do a hup to premium device with a subsidy D)Advise to go to a Best Buy and negotiate the price of the device with them
B, C
400
Fill in the blank: A customer has 2 accounts with 1 CTN on each. They would like to have both CTN's on one account. You will perform a ______________________ to complete this request for the customer.
Telephone number transfer
400
Multiple Choice(Select All That Apply): A customer lost their device while overseas. They are calling to make sure no one is using their line. What will you do? A)Add the number to the IMEI blacklist B)Transfer to relations to have the CTN cancelled C)Change the telephone number D)Add a lost/stolen block on the CTN
A, D
400
Multiple Choice: A customer who lost their device 2 months ago only just now tried to get a replacement device through their active device protection, however they were declined a replacement. Why was the cx potentially declined a replacement? A)Because they can only claim a replacement for a device used within the last 30 days on the CTN. B)Because they need go to a Rogers store first to prove that they lost their device C)Because device protection does not cover lost devices D)Because the cx has a past due balance on their Rogers account
A)Because they can only claim a replacement for a device used within the last 30 days on the CTN.
400
Multiple Choice(Select All That Apply) A customer calls in stating they are unable to make a payment online at Rogers.com. What will you do? A)Offer to take a one-time payment B)Send an inform you article on how to make the payment online C)Let the cx know of the other ways they are able to make payments such as IVR, through their bank or at a Rogers store D)Transfer the cx to the one time payment IVR to make a one-time payment if the cx does not want to make the payment with you E)Transfer the call to credit ops to set up a PTP till the cx is able to login to their My Rogers again
A,C,D
500
Multiple Choice: A customer has a CLM of $400 with a current balance of $300. They would like to do a hup to a device with a $150 upfront cost on a 2 yr commit. They do not have an ehup fee. What will you do? A)Take a payment of at least $150 B)Take a payment of $300 as the balance needs to be $0 when completing a hup order C)Transfer to credit operation for a PTP in order for the cx to do a hup D)Send the cx to the store to pay via CC for the full cost of the phone first then the cx will get the subsidy refunded on their next bill.
A)Take a payment of at least $150
500
Multiple Choice: Jake is calling in alone to take over his own line from his dad's account. This is the first call about the matter that you see documented on the account. What will you do? A)Complete the transfer business as usual B)Do a telephone number change and offer a hup C)Nothing as the dad needs to call in first to provide permission for Jake to take over the number D)Run a credit evaluation on Jake, create a new account and port the CTN over to Jake's new account
C)Nothing as the dad needs to call in first to provide permission for Jake to take over the number
500
Multiple Choice: A customer is calling in to change their SIM card on a new CTN. What information will you need from the customer to complete their request? A)Authenticate the cx and the new SIM number B)Authenticate the cx, the cx's SIN number on file and the new SIM number C)Authenticate the cx, 3 out of the 9 verification questions correctly answered and the new SIM number D)Authenticate the cx, ask them to fax in their photo ID, create a case with the new SIM number
C)Authenticate the cx, 3 out of the 9 verification questions and the new SIM number
500
Multiple Choice: A customer just moved to Saskatchewan from Toronto and would like to take advantage of the cheaper regional plans in that area. What will you do? A)Only change the plan B)Change the billing address>Change the TN# to a Sask. number>Change to the regional plan C)Transfer to customer relations D)Change the plan to a regional plan>Change the TN# to a Sask. number E)Advise the cx to keep their current # the same as they have CDN Wide calling so it makes no sense to make any changes
B)Change the billing address>Change the TN# to a Sask. number>Change to the regional plan
500
Multiple Choice(Select All That Apply) A customer calls in with LD and Airtime overages. They have 2 months left on current tab. They have a non-share legacy plan. What will you do? A)Offer a hup B)Offer a LD add-on C)Offer a new share plan D)Credit the latest LD overages as one-time credit E)Transfer to Customer Relations
A,B,C,D