Verification
When the members calls, what information do we ask for in order to locate their account?
Their 10 digit BTN (Billing telephone number)
What are Local passes?
High-value opportunities to win a once-in-a-lifetime experience at sporting events, concerts, and restaurants
Do members have to enter to win a monthly offer?
No, this is available on their app until the end of the month.
Cold or warm transfer to CC?
Cold unless transferred multiple times.
How do you locate a fios user?
By account number.
How do we verify the account?
With a free text message containing a 6 digit pin.
How long can a freeze be if the member previously won a LP?
6 to 24 months
Can they apply accessory discount codes at BestBuy?
No, only online or at a stand alone store.
How can you auto fail?
•Providing account specific info to members without verifying
•Providing account specific info to a Care rep without bringing the member on the line and verifying
•Accepting the pin code from a Care rep
•Congratulating a member on a local pass prior to verifying and confirming you see it in alchemy
Does a member have to enroll to participate in the monthly program?
No.
Can we use an alternate piece of verification? If yes, what is the alternate piece?
Yes, their postal code.
Where can we see if a member did win a Local pass?
Rewards/Rewards 2.0
Where can we locate the expiration date of a monthly offer
In the terms and conditions of Rewards 2.0
Where do we refer customer care reps for Verizon dollar questions they need to assist with?
I'll be happy to assist with those Verizon Visa questions. I have general information on my end, and you can also refer to OST #226387 for the best information. What questions do you have?"
Do we redeem for the members?
No.
What are the 4 reasons we can move to using a zipcode?
- Bad service
- Exceeded PINs used
- Phone is in Verizon store being worked on
- System issues
Who do we email if a sev 1 ticket is made for a LP issue?
KCCCCUSTOMERSUCCESS@KOBIE.COM
What are the four offer types the program offers?
1) Big tickets
2) Local Passes (Super tickets)
3) Anytime deals
4) Plan perks
What are Big/pre sale tickets?
With myAccess, you have exclusive access to purchase tickets for the artists you love before the tickets become available to the general public. The Presale period varies, but is typically 2-3 days ahead of the regular sale period.
What is the PIN we take from customer care?
TRICK QUESTION - WE CANT
What search terms do you advise the member to use to locate their local pass ticket in their email?
Ticketmaster
Ticket manager
key words from the event (Artist, sports team, venue)
What could you ask the member who is claiming they cannot use an accessory discount code?
--What was the sku or complete, full name of the item?
(The purchased item must match the item's SKU# or name in the terms and conditions. The item must be in stock.)
--Was there a sale or discount on the item?
(It cannot be combined with other promo codes or discounts. The member will receive the best discount available.)
--Where did you make the purchase?
(Accessory Savings Bonus rewards cannot be used at 3rd party sellers such as Radio Shack, Best Buy, Walmart, etc.)
--For $10 or $15 Off Accessory Rewards: What was the cost of the item?
(Must meet minimum purchase outlined in the terms of the offer)
--For $10 or $15 Off Accessory Rewards: Was it apple branded or a connected device (with its own line)?
(These types of items are ineligible for accessory offers.)
How long does it take for a tech/product (Local pass winning) to arrive to a member?
4 to 6 weeks from claim date.