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Policies, pricing and procedural/instructional guides
why 4 G LTE coverage still critical as 5G expands?
4G LTE serves as the nationswide backbone; it ensures the customer stays connected in rural areas or inside buildings where 5G signals
beyond speed, what are two other 5G benefits an agent should highlight?
1- ultra-low lantency
2- massive connectivity
what it's an e SIM?
digital SIM inside a device that allows a user to connect with a cellular network
how would you decribe 4G TLE to a consumer?
reliable multi-lane highway, covers over 99% of US and serves as safety net.
name two core network tecnologies and simple benefit ot each
4G TLE
5G
what does BGCO means?
Business Goverment Customer Operations
you have a customer calling because she was promissed that after her last line was started last week she was supposed to pay 60 dls monthly with an special added to her bill, however, she noticed the prices on her account says she have to pay 150 dls, she is consufed about that and wanted a solution. What should you do?
Transfer to BGCO
describe the two distinct customer groups Verizon serves
Consumer- individuals/ families
Business group- Small business- large enterprises/goverment
How does the "purpose" info manager support daily service goal?
provides a "single source of truth" that ensures consistency, accurancy and speed in resolving customer issues, directly supporting First contact resolution
what type of escenarios we have to transfer the customer to BGCO?
Account maintanance requests
Billing inquiries
Order inquiries
Troubleshooting
what is considerred a basic device/phone
device that offer basic, standar wireless servicess, such as calling, messaging and limited internet
what are the 3 steps to take when a customer expresses to intent cancel?
1- acknowlegde and empathize
2- discover the why
3- offer a tailored solution
What are the two type of customer Verizon handles and which of those are we going to handle?
consumers
business
what does BFO mean?
what categories fall into BFO?
Business Finance Operations
Creating and maintain ECPD profiles; reviewing and process OCC request; assist with One Talk account issues; auditing compliance data; support other depts
Decribe the benefits of a client using eSIM
fast, simple and user can activate cellular plans in real time over wifi
private and secure
allows user to securely provision new devices using over-the-air provisioning
users may have a different line of sevice on each SIM and use local data on eSIM when traveling abroad without swapping out the Verizon SIM
How would to describe 5G network to a consumer?
high performance mid band, speeds and massive capacity in dense areas for home inetrnet
what primary technoligies and bandwidths does Verizon currectly utilize?
4 G LTE
5 G
what's a small business?
independent busines with less than 500 employees
what are the two options for devices that support eSIM?
Dual SIM devices with eSIM support