JEOPARDY

Apple Launch 2023

100

September 15, 2023

What is the Apple Pre-Order?

200

These features will be available for iOS users in the Fall 2023

What is iOS17?

300

This comes included: One year of hardware repair coverage through its standard 12-month limited warranty90 days of complimentary live Apple tech support

What is Apple Care?

400

This covers Accidental damage (including $29 screen-only repair for eligible smartphones*)

What is Apple Care+?

500

$25/Hr between 7am-10am

What are peak hours?

StayConnected

100

You will receive 50% once this is done.

What is a FDP?

200

 it is possible to collect above 100% by taking a payment larger than what is past-due.

What is the StayConnected Cap?

300

this causes everyone who spoke with the customer on the day of the deletion, including the person doing the deletion, to be responsible for the past-due balance.

what is a PA deletion?

400

Follow this flow if your customer says their financial situation has changed and they need extra time to pay or need a solution to make their account more affordable.

What is the Connect, Collect, Protect flow?

500

This secures the account from collection treatment but still negatively impacts your StayConnected. 

What is a collection hold?

Cancelations

100

looking for events, attributes, or clues in a customer’s account that indicate a likelihood they will want to deactivate one or more lines, and then getting involved to solve the underlying issue.

What is Proactive Retention?

200

identifying the verbal clues in a conversation that indicate a likelihood of cancelling one or more lines. Sometimes customers make a direct cancellation request, but other times, “trigger” words and phrases can tip us off to treatable customer pain points

What is reactive retention?

300

Multiple contacts with Care, Retail, or Social teams within a short period of time likely indicates chronic or unsolved issues.

What is a high volume at-risk caller?

400

Customers who are very late on their bill or show a pattern of late payment fees are at high risk of involuntary cancellation. An abnormally high balance due could potentially indicate a billing issue.

What is a Past Due, Late Payment Fees, or High Balance at-risk customer?

500

• Asks for account number
• Asks to change their PIN
• States they’ve had repeated contacts without resolution
• States they're dissatisfied with an experience or service
• States they're looking at other providers
• Asks to remove AutoPay
• Asks to reduce monthly bill
• Asks for a Mobile Device unlock
• Asks for balances on device installment plans
• Pays full EIP balance off early
• Asks when their service began

what are verbal trigger statements?

Customer Onboarding

100

One Stop Shop for Self Service 

What is the self service support doc?

200

• A full 30 days of plan and equipment charges included on each bill
• Billed approximately every 30 days.
• The first bill is viewable within 4 days of device purchase or shipment date.
• The first bill due date is approximately 20 days after joining. The bill due date will be around the same date each month after the first bill.
• Set up AutoPay to automatically pay the bill and save $5 per line each month.
• Account changes that occur in the middle of the billing period, like Rate Plan changes, will include proration: Use the Proration Calculator to explain expected charges.

what is billing expectations?

300

• Set account permissions
• Set-up paperless billing 
• Enroll in AutoPay
• Pay bill
• Manage add-ons
• Make changes to plan and lines
• Get support 

What is TMO ID & APP set-up expectations?

400

• Order status updates and tracking information is sent via email. 
• Orders will arrive on the expected shipping date, subject to carrier delays.

What is equipment shipping expectations?

500

• We offer many promotions and offers to our customers
• For Rebates and Promotional Prepaid Cards, make sure the customer knows where and how to claim the offer.
• Both Promotional credits for lines or service and Recurring Device Credits (RDC) add a discount to the bill.
• Promotional credits require certain requirements are met to be eligible for the offer. Changes to the account that impact promo eligibility will result in losing the promotional credit.

what is rebates, promotion cards, and credit expectations?