What is A customer request to reduce or
cancel a charge on the ground that the
charge is in error.
100
Location: Change, Move, and Disconnect
What is the Ordering Tab
100
Line Level
What is Credits applied to a specific item on the bill
(are known as a line level adjustment. This is the primary method for providing an adjustment for all FiOS components.)
100
Flex View
What is watching FiOS online or on Mobil devices
200
Red Zone
What is 11 days proceeding the current bill cycle.
200
Dispute
What is
The customer does not accept the
answer of the company after investigation
of the billing claim.
200
Location: Payment History and Vochure Display
What is Billing Tab
200
Lump Sum
What is adjustments are not associated with an adjustable line item on the bill
should rarely be used.
200
% of on demand that is free
What is 70%
300
Current Charges are billed when?
What is 1 month in advance.
300
Cramming
What is An unauthorized miscellaneous charge for a product/service is charged to the Verizon bill.
300
I can find my Follow Up Tab here
What is My Task
300
Customers should report fraud to..
What is their credit card company.
300
The b in Kb, Mb, Mbps and Gb
What is Bits
400
Sales and Promotions Includes the following...
What is
Most Sales Zone offers that are 1 year or less in duration
•promotions
•Coupon discounts/credits
•Value Added Service (VAS)
•Discounts
400
Steps to transfering to a
What is
Assure help
• Offer assistance
ask about the concern
• Need to know concern to be able to transfer
• Always warm transfer
400
What are the clicks within CoFEE to get to making an adjustment
What is Billing-> Bill View-> Verizon's Bill
400
The customer sees an adjustment that is made on their account
When is on their next bill or the next billing cycle.
400
the B in KB MB and GB
What is Byte
500
Change in service and partial monthly services include...
What is
•Partial charges
•Partial credits
•Non-Recurring Charges
500
Two scenarios in which a Future Discount should be issued
What is
Provisioning delay in the Service Ready Date; f
or example a missed truck roll, provisioning issues, and problems with installation.
– Connectivity issues; customers with documented downtime issues can be credited for the time that they did not have Internet access.
500
TPV must be used for
What are LPIC/PIC Changes, Establish a Freeze, Winbacks, Freedom/Freedom Extra in CA, Verizon Long Distance Changes
500
Adjustments that are handled outside of CoFEE Anywhere
What is
The BBE&E (Broadband Essentials and Extras) and/or VASIP products
500
The Welcome kit includes.
What are Reminder stickers, Terms of Service, Privacy Notice, Quick Reference Guide, and Promotional Offers