ACCOUNT SECURITY
TWO EXAMPLES OF THINGS WE CAN DISCUSS WITH A CUSTOMER, AFTER RECEIVING AN IVR MATCH & VERIFYING THE ADDRESS
WHAT ARE THE BALANCE, TAKE A PAYMENT, EXPLAIN BILL, DISCO ACCT AFTER EQUIPMENT HAS BEEN RETURNED, PAST DUE BILLING
AN EXPLAINATION OF THE MONEY BACK GUARANTEE
WHEN A CUSTOMER ADDS A NEW SERVICE & CANCELS IT WITHIN 30 DAYS, WE WILL NOT CHARGE THEM FOR THE TIME THEY HAD THE SERVICE
THESE ARE THE TYPES OF PHONE NUMBERS WHERE TPV IS REQUIRED
WHAT ARE NATIVE AND PORTED NUMBERS
WHEN WE USE A PLEASANT TONE, RELATE TO SOMETHING THE CUSTOMER SAID; & LISTEN WITH EMPATHY
-VERSUS- INTERUPTING THE CUSTOMER; ASKING THE CUSTOMER TO REPEAT THEMSELVES; & WHEN WE DON'T USE OPENING & CLOSING STATMENTS
WHAT IS THE DIFFERENCE BETWEEN A GOOD VOC AND A LOW VOC CUSTOMER EXPERIENCE
AN EXAMPLE OF WHEN TO CALL THE OLD ATTENDANCE LINE AND NOT THE VSA LINE
WHAT IS WHEN THE VSA LINE IS DOWN
THE PERSON WITH WHOM WE NEED TO SPEAK WITH TO PLACE AN ACCOUNT IN SEASONAL SERVICES
WHO ARE THE ACCOUNT HOLDER, OR AUTHORIZED USER
THIS IS WHERE I CAN SEE UNBILLED TRANSACTIONS, POSTDATED PAYMENTS & PRORATES FOR OPEN WORK ORDERS
WHAT IS THE CUSTOMER FUTURE BILL SCREEN IN ICOMS (52> Cust Info : FB)
THIS IS THE MOST EFFICIENT METHOD OF DROPPING A PREMIUM SERVICE & PREVENTING AN UNNECESSARY ADJUSTMENT
WHAT IS BACK-DATING THE WORK ORDER
WHAT IS THE MAIN COMPASS BEHAVIOR TO HELP AGENTS MAINTAIN A LOW TRANSFER RATE
WHAT IS TO TAKE OWNERSHIP OF THE CALL & HANDLE (MAKE THE DECISION) ON YOUR OWN
THIS HAPPENS IF YOU ARE SCHEDULED TO WORK AND YOU ARE NOT HERE & NO CALL TO THE VSA LINE HAS BEEN MADE
WHAT IS: A NCNS IS RECORDED
AND PTO TIME IS AUTOMATICALLY DEDUCTED FROM YOUR BALANCE
THE ADDITIONAL INFORMATION WE CAN USE TO VERIFY, WHEN FURTHER ACCOUNT AUTHENTICATION IS NEEDED (LIST 2)
WHAT ARE THE SECURITY CODE, PIN, DL, LAST 4 OF MAC
THE 2 PIECES OF INFORMATION THAT WE SHOULD PROVIDE CUSTOMERS WHEN DISCUSSING SETTING UP RECONNECT AFTER A NPD
WHAT ARE THE FULL AMOUNT OF THE OUTSTANDING BALANCE & INSTALLATION REQUIREMENT, WHICH INCLUDES 1ST MONTH IS DUE WHEN SCHEDULING
THE REASON CODE USED WHEN SCHEDULING AN EAZY CONNECT SHIPMENT FOR AN INCOMPATIBLE MODEM
WHAT IS PX
THESE ARE 3 EXAMPLES OF THINGS WE CAN DO TO EFFICIENTLY HANDLE CALLS AND RESPECT OUR CUSTOMER'S TIME
FCR; REVIEW BILL & WHAT WAS DISCUSSED, PROACTIVLY ADVISE OF CYCLE DATES, PAYMENT OPTIONS, SELF-SERVICE OPTIONS, & ANY UPCOMING FEES OR CHANGES TO THE ACCOUNT
THESE 3 PIECES OF INFORMATION ARE NEEDED WHEN CALLING THE VSA LINE
WHAT ARE PEOPLESOFT ID, START/STOP TIME & REASON
EXAMPLES OF INFORMATION WE SHOULD NEVER READ OUT LOUD OR PROVIDE A CUSTOMER OVER THE PHONE (LIST 5)
WHAT ARE : NAME, ADDRESS, PHONE NUMBERS, SS#, PASSWORDS, DOB, CC #
THIS PROCESS WILL STOP CHECK VELOCITY FROM PURSUING ACTION, AFTER SPECTRUM HAS RECEIVED A PAYMENT IN FULL THAT COVERS THE NSF
WHAT IS ENTERING A PAYMENT SERICE ISSUE TRACK TICKET
THIS IS CALLED EQUIPMENT HIERARCHY
WHAT IS THE SPECIFIC ORDER OF HOW THE EQUIPMENT IS ADDED TO THE ACCOUNT - STARTING WITH HD-DVR
THESE ARE THE 2 BEHAVIORS WE MAY DO ON CALLS THAT NEGATIVELY IMPACT AHT
WHAT ARE HOLD (DEAD-AIR) TIME AND GOING INTO ACW
WHAT SHOULD EMPLOYEES DO EVERY OTHER THURSDAY AT THE END OF THEIR SHIFT
WHAT IS APPROVE THEIR TIME IN KRONOS