Soluto
What are the 3 steps of verification for ATT?
Name(first, last), phone number, pass code
What is the name of our protection plan?
ATT HomeTech Protection
What is SSO?
Self Service Options
What is HERO?
Our call scoring system
What does the G in GLOW stand for?
Gain Interest
Asurion offers 3 services for ATT. What are they?
How much does the plan cost?
$25/ month
What are the 3 main SSO we offer our customers?
ATT Protech, ATT Photo Storage APP, MyATT
What is the maximum possible score you can get on a call?
100
What is a useful way to Gain the Customer's interest early in the call?
Plant The Seed
What are the 2 device protection plans ATT offers for insurance?
Protect for Advantage for 1 and Protect for Advantage for 4
What is ADH? Name a device that has this protection.
Accidental Damage from Handling. Laptops, tablets, Nintendo Switch, printer screens, wearables
What does HERO stand for?
Honor Your Commitment
Engage With the Customer
Respect Customer's Time
Own The Resolution
What is the L in GLOW?
Listen for Opportunity
What are 3 of the tools you will use on EVERY call?
Helix Soluto GLOW App Clarify
What are our service fees? What is the service fee for a 55" TV
$0, $49, $99, $99
How much space does a cx with PA4 get with the ATT Photo Storage APP?
Unlimited
What are the 3 S's that align with HERO?
Serve SOlve Sell
What do we call the clues and hints the customer leaves throughout the call?
Breadcrumbs
What is the outline of our call flow?
Greetings/Intro - Verification - Empathy & Assurance - Troubleshooting - Test - (sell) - Closing
What in store services do we offer?
Virus Removal, PC Tune Up, Data Transfer
How often should we offer SSO?
Every applicable call/ at least once
Scheduling a follow up with the resolution team falls under what part of HERO?
Own The Resolution
What are the O and W in GLOW?
Offer the Solution
Win The Customer