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Are you ready to take chats? Flashcards | StudBud
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Are you ready to take chats?
Are you ready to take chats?
23 terms
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StudBud Administration
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321 plays
Use this template to make sales training more engaging!
Flashcards
23 cards
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Practice quiz
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Questions
23
Answers
1
If a customer contacts us reporting issues with one or more services, which steps do we need to follow?
Verify the status of the account.
All of the above.
Check the Outage Board.
Confirm the equipment affected and run the proper troubleshooter.
2
In which of the following cases, we shouldn't offer the self service options to our customers:
When the account is active.
When the account is disconnected and there's no pending balance on it.
When we consider necessary.
When the customer closes the chat.
3
What is the name of the DART Widget that we use for
authentication (CPNI)
processes?
STAT.
Interaction History.
Smart Router.
Home Health Check.
4
In
Adjustment Code Lookup
we can find the name of the charges when they are coded in Billing Inquiry.
True
False
5
Which of these aspects we should include in our greeting?
Acknowledge conversation with Allie (the bot).
Brand (Suddenlink or Optimum).
Actually you should always use the hot key (Predefined Content)
Customer's and agent's names.
6
We must verify the
phone number
, the
customer service
address,
and the
account holder's name
in every interaction.
True
False
7
When should we update the Customer Contact Preferences?
Every six months.
If suggested on the pop-up by DART.
When we make a change of service or schedule a tech.
In all the interactions.
8
To apply our
soft skills
with the customers, we should:
Say sorry most of the time.
Acknowledge the problem, empathize with your customer and offer assistance.
Put ourselves in the customer's shoes.
Assure the customer we will solve his/her issue.
9
We transfer a customer to Sales if they want to add a new service or open an account.
True
False
10
Which options do we have available for the customer to
authenticate
the account (
complete CPNI
)?
Social Security Number.
Cable Box Serial Number.
Modem MAC Address.
Access Code.
11
Where can we access the bill from IDA?
Billing Inquiry.
Adjustments.
Products and Promotions.
eCustomer Care/View Bill.
12
You should always seek for supervisor approval before you submit a credit request.
False
True
13
From where can we access the
Communication History
in IDA?
Interaction History.
House History.
Tool Box Links.
Pending Activity.
14
We will be handling business accounts.
True
False
15
We should proactivelyoffer credits to our customers.
True
False
16
When can we ship a modem?
Never.
Per customer request (if applicable)
When we upgrade and the modem is not compatible.
When suggested by the TS tool.
17
Where can we find the tracking number of a shipment in IDA?
Customer Comments.
House History.
Retail Order History.
House Info.
18
We use
Prime Home
to provision an equipment in the system.
True
False
19
Which tools should we use to save the account's notation?
IDA
Remedy
IDA and MT
IDA and Remedy from DART (Lightspeed Remedy if applicable)
20
Which options do we have available to find an account in IDA?
Name, Address, Account Number, Phone Number, Email Address.
Name, Address, and SSN.
MAC Address, User ID, Phone Number, and Name.
Modem MAC, Serial Number, and Access Code.
21
What do we use CSR Portal/BOOST for?
To create an online account.
To troubleshoot equipment.
Manage online account settings (e.g. password reset)
To authenticate the account.
22
We are the department in charge of disconnecting a service or the customer's entire account.
True
False
23
Do we transfer to Sales or Retentions when a customer asks for
promotions
?
False
True
