Systems
That’s not just a promise, it's an AT&T Promise
How about some R&R-
Rules and Regulations
Rules and Regulations
FirstNet
just for fun
100
This is the system we use to verify all calls we get?
Assist Edge
100
What are the 3 experience pillars?
Personal, Inspiring, and Effortless
100
What do we need from a customer to verify an account?
Callers name
Name on account
Phone number or account number
PIN
100
FirstNet operates on this Band wave?
Band 14
100
what is your password?
trick question: don't give out your password!
200
Google is nothing compared to ____ .
The system we use to confirm mobility service knowledge and solutions needed to support the customer
Customer Connect / Knowledge Management (CC/KM)
200
How long are you allowed to put a cx on hold for?
2 min.
200
Name two examples of SPI
Bank account number
Credit or debit card number
Social Security number (SSN)
identification number (Driver License/Passport)
Customer authentication credentials (PINs, Passwords, Pass codes, Security Question Hints)
Complete Date of Birth (DOB)
200
Someone new to FirstNet consumers can choose between these two plans
FirstNet Unlimited, FirstNet Unlimited Extra
200
what does AT&T stand for
American Telephone and Telegraph, Inc.
I was also except nothing.
since 2005 they rebranded under the name AT&T.
300
Also called softphone this system is how we transfer and answer calls
Coral
300
What does One AT&T mean?
We don’t insult or criticize other departments of the at&t "family"
300
AT&T prohibit any of these in building.
Any device that can record or has Bluetooth capability
Like a phone
300
How many devices can one person have under their profile on FirstNet?
What type of devices?
4
Phone, Watch, Tablet, Hotspot
300
what's a good example of a rapport building question?
[answer may vary]
400
OH NO! assist Edge is not working. Neither is clarify. What system am I supposed to use now for this call?
Telegence
400
What are the 8 experience Steps?
Warm(ly) Welcome
Call Conduct
Uncover Needs
Personalize Solutions
Thoroughly Educate
Gain Agreement
Recap (of the) Call
Sincerely Thank
400
What is CPNI? (examples or definition)
Account information AT&T maintains regarding a customer's service (for example: all call details, such as time and duration of any inbound or outbound calls, who they called, who called them, rate plans, features, account balances, directory assistance charges, and payment amounts).
400
We might as well count as these FirstNet customer types. because they are classified as the people first responders call for help.
Extended Primary
400
what is my middle name?
Patrick
500
This systems "speaks" with ROME to show discounts (and other information) on the account.
FaST
500
Your warm welcome and sincerely thank should
Have branding in it which consist of these 3 things
Your name
The customers Name
And FirstNet's name
500
If we make any changes to the account we must send one of these to the customer?
One Time P.I.N.
500
FirstNet customers can by broken up into four groups what are those groups?
Primary Subscriber Paid
Extended Primary Subscriber Paid
Primary Agency Paid
Extended Primary Agency Paid
500
who is this?
ROG the dog (one of FirstNet's therapy dog)