QA
If we missed the disposition
We should notate the customers account with the missing disposition
Designated time frame to re-open a case since the "date opened"
7 days
Billing, update card info etc
Tabeo Callback
We don't say full pay, we say ______
Single pay
Team member under/over explained information which caused the customer to be confused.
Simplified points would be deducted
We filled out the MCC form, should this case be CLOSED?
No, the case should remain OPEN, as DT has to work on the case.
You received an IB call from the UK between 8PM-8AM
Create Jira to Sales. Titled "UK Sales Customer"
We don't say Smile Plan anymore, we say ________
Treatment Plan
US, IK new price
$59, still with rebate
Team member used correct SmileDirectClub terminology.
Appropriate Script/SDC Terminology
Since we are still transitioning to Salesforce, can we transfer a case?
We should still create a JIRA ticket instead of transfers
Wants to apply for Tabeo
Transfer to Sales or Jira ticket if it's email/social
We don't say HFD, we say ________
Healthcare Finance Direct
Team member used inappropriate slang/sounds/words that made the conversation unprofessional. Example; "Mmhm", "Like I said", "Okidokie", "Right-on".
Professionalism throughout the contact
The following fields have to be populated when creating a case.
Are retainers offered in this payment option?
No, retainers are not included in this payment option.
We don't say 90 day check in, we say _______
Regular Virtual Check in or Regular Virtual Visit
Created incorrect request/ticket (wrong team, incorrect workstream, not filled out correctly/completely, etc).
Follow proper procedure point would be deducted
You Identified a Potential Duplicate Accounts
Notify your leaders using the Chatter functionality within SF
Can you split payment?
No. The customer will need to finance the whole amount of the purchase.
We don't say Evaluation Kit, we say ______
Doctor Prescribed Impression Kit