CONNECT
Is this a valid CONNECT statement: "Okay, I understand. Let me go ahead and check."
No.
"I'm going to be moving to Quebec this week since my parents are going back to the Philippines, and someone needs to be in the family home."
In this particular situation, what flow should you use?
Move Order Request
What's the latest receiver tied to the Fibe TV Cloud?
Fibe TV Box
Which part of MultiVu would you be able to see the recent changes on the customer's account?
Work Order History
The customer's calling in to report that he's paying for two separate accounts. You noticed that the account he wants to keep is missing one service compared to the old account, what will you do?
Consolidate the missing service.
"Thank you for taking the time to share this with me; I see why this is an issue."
Which part of CONNECT is this?
Acknowledgement.
A customer calls in to add a TV to their pending internet order. The customer mentioned that they've already received the modem. Following the "Pending Order Inquiry" flow, what will BPI ask you to do?
Add the RGU then transfer to AIT.
Which modem is under WiFi 6 technology?
HH4000
Which part of SingleView would you be able to see the customer's adjustment history?
Adjustment History
What is the correct term for "discounts", "promotions", "savings", and "offers"?
Credit.
"Stop apologizing. I know you don't understand me."
Should you still try to CONNECT with the customer?
Yes.
A customer calls in regarding their home phone usage charges and claims that the charges are not supposed to be there. Following Home Phone Usage flow, BPI will instruct you to adjust the charge only if ___?
The customer accepts adding an LD feature.
To increase internet bandwidth, what's usually supposed to be offered when the customer has a bigger home?
When accessing a tool recommended by BPI, where can you usually see the log-ins?
What to do: section of the BPI flow.
The customer declined SCIT validation since he already did it, and refused to be asked further questions. Following BPI, what can you do?
Reiterate validation policy or transfer the call to Fraud and Preventions.
Is this an appropriate CONNECT statement:
"I'm SUPER sorry about what happened. Let me correct this."
No.
The customer was charged $499 for a non-return receiver fee. He claimed the he already returned this. Following the "Receiver Fee Inquiry" flow, what will BPI ask you to do?
File a CCE form for the dispute.
When purchasing a home phone, will Bell be shipping over an equipment?
No.
The customer asks what channels will be lost if he changes packages, where can you check to compare?
Channel Look-Up Tool
Which ID can the customer give out verbally without following the SCIT process?
Any other IDs that's not a passport or credit card.
Sympathy: involves understanding from your own perspective.
Empathy: involves putting yourself in the other person's shoes and understanding WHY they may have these particular feelings.
Too Expensive.
How will a customer be able to watch shows on their TV app if they don't have an android or smart TV?
Through MultiVu, how can you check when the Waybill was sent?
SCIT copy and paste is not working; should you bypass the validation process?
No. Agent is expected to repull up the tool and try again.