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Technical Support
Customer Service
Products/Services
Quality
VZW Business
100
This Inquiry Guide lauched 11/15/11 and provides assistance and steps you through some straight forward questions and presents equipment results to match the customer's needs.
What is the Right Device IG?
100
A person with this title has the ability to authorize an AOL, add a line of service, disconnect a line of service, add ELEU discounts, and add international dialing.
What is an account manager?
100
This service provides service using an enabled BlackBerry, Smartphone, or device as a modem. Customers get remote connectivity to the Internet on a laptop using a compatible device with connector cable and VZAccess Manager software.
What is Mobile Broadband Connect?
100
These are the 5 components of the Call Handling Steps? *in order
What is Connect, Fix it, Upgrade, Right Size, and Close?
100
He is the director of the Houston Call Center.
Who is Shawn Ervin?
200
This is the model/structure of troubleshooting acronym used to assist with a troubleshooting method that works from th bottom up.
What is the ANDE troubleshooting model?
200
This inquiry guide provides assistance with locating international long distance calling and text rates, global voice rates and data rates while roaming in other countries, and global rental rates.
What is the Global and International Wizard?
200
This is the only messaging plan/bundle available to customers who do not subscribe to a plan that includes unlimited texting. *extra 100 points if you can provide the cost of this bundle/messaging plan. Effective 11/17/11 and updated in doorway since 11/11/11.
What is the 1000 text bundle for $10?
200
This is the tool that provides both business and quality metrics results.
What is My Info?
200
This device lauched 11/14/11 and boasts an 8MP rear camera, a 2MP front camera, a 4.3" screen, supports up to 10 hotspot connections on 4G, and Beats audio headsets.
What is the HTC Rezound?
300
I troubleshoot to determine this. *Also should be known before providing alternate device options for a customer.
What is the root cause?
300
This is the form used to possible fraudulent activities including: equipment fraud, identity theft, cloning, social engineering, internal fraud, and any other activity that may result in a loss of revenue based on the planned activities of the parties involved.
What is the fraud research request form?
300
These are the requirements for a customer to utilize the Network Extender. *Hint there are 3.
What is be a current VZW customer, have high speed internet, and be in a supported VZW coverage area.
300
This is the name of the current vehicle to gather the "voice of the customer" and the three questions that are asked to provide that information. *Questions must be provided in order.
What is the After Call Survey and 1) on a scale of 0 to 10 how would you rate the last person you spoke with, 2) Did the person you spoke with fully understand and and take action to resolve your issue, and 3) on a scale from 0 to 10 how likely would you be to recommend VZW to friends and family?
300
This device lauchned 11/23/11 and boasts a 3.5" screen, a 3.0 MP rear camera, 2GB onboard memory, a 2GB memory card, a 1GHz processor, Android 2.3 Gingerbread OS,and a unique curved glass display, and at the low price of $129.99 with a 2 year contract.
What is the Samsung Illusion?
400
This is Verizon Wireless´ repair group log of field reported product issues. Issues are reported through the field service support organizations to the repair group. The repair group records the issue and then it is forwarded to the appropriate group for resolution. Status of the issue is tracked until it is closed.
What is the Product Issues Page?
400
This is our current team rating in overall customer statisfaction (ERP). *An extra 100 points for Rep Res.
What is 89.81%? (Rep Res is 95.37%).
400
This is a service interface for customer use in Retail and select Indirect locations to quickly complete the most common service transactions. It empowers customers to manage their own accounts and frees-up sales representatives' selling time.
What is My Verizon Express?
400
Name one of the 2011 Priorities of VZW. **Daily Double**
What is 1) Grow the cusotmers faster than the competition, 2) Empower customers with simple, easy, convenient service and support, 3)Model and spread out customer-focused culture, 4) Lead in profitability.
400
He is the Area VP of Customer Serivce. *Hint: He is Shawn's Boss
Who is Charlie Falco?
500
This is the tool utilized to evaluate the customer's entire account to ensure FCR is met.
What is Account Analysis?
500
This is you individual amount that you have alloted for OCC before you need to involve me. *Weekly or monthly amount will do.
What is $55 a week or $220 a month?
500
This is a new element of the broader Integrated Public Alert and Warning System managed by local, state, and federal government agencies, in partnership with the FCC and FEMA. Government and FEMA officials use this to send important safety alerts to wireless subscribers customers using broadcast messaging within targeted counties.
What Wireless Emergency Alerts?
500
This is the system that houses Quality feedback forms, that has recently been integrated into ACSS.
What is Drive?
500
He is the area President. *Hint he is Shawn's bosses boss.
Who Roger Tang?