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This & That
This & That
28 terms
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StudBud Administration
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Flashcards
28 cards
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Practice quiz
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Questions
28
Answers
1
The only time we would not allow the customer to move to the SAVE offers is if they are in a term PPP
True
False
2
A general rule is that customer must pay "normal" rates for at least __ month(s) prior to going on vacation service.
TWO
THREE
FOUR
ONE
3
With TPV, recorded messages must be retained for a minimum of 2 years.
No
Yes
False
True
4
You should type SAVE/RETENTION in Avaya to transfer to Rtention
True
False
5
Internet Infrastructure Surcharge will continue to bill during Vacation service
True
False
6
How should you handle a misrouted call?
Transfer to Supervisor
Handle the call
Ignore it.
Immediately transfer to another department
7
What is the charge for non-local data calls with DPU in Charleston, WV
.05
.10
.15
1.50
8
All credit requests are to be entered into The Hub.
True
False
9
An automated dispatching system
DPI
Remedy
Questionable Orders
VXField
10
Before processing a one time-payment or establishing Frontier Auto Pay Recurring Payment:
Call their banks
Add a new product
Pay account in full
Customer must agree to Terms & Conditions (T&C)
11
An Expedite request will fall under the following categories
Customer Threatening to Leave
Hazardous Condition
Medical
Commercial Customer
12
Care Consultants can modify stages that are not in a non-care center stage.
False
True
13
A "Missed Commitment" caused by Frontier.
An Escalation
An Adventure
An Expedite
Too Bad
14
Wi-Fi EveryWare Support provides our customers 24/7 phone access to resolve Wi-Fi issues
True
False
15
How many DVR’s can a FrontierTV customer have?
8
4
1
5
16
Every customer
is
required to pay installation fees unless reduced or removed by a national or regional promotion.
False
True
17
Call transfers to Retention are WARM transfers, regardless of hold time.
False
True
18
Online and App Payments post within
3 Business Days
1 Business Day
5 Business Days
10 Business Days
19
These orders may require follow-up and correction by CARE, assignment, engineering, or another operational group.
Residential Transfers
Questionable Orders
Questionables
Questionable Stages
20
It's appropriate to bypass order stages
True
False
21
In The Hub the "Not Salesworthy" indicator on the Customer Journey Bar is illuminated under the following conditions:
Suspend for Non-Payment ("TD")
Returned Check
Deferred Payment Arrangement
Balance 60 days or greater
22
US Mail Payments post within
5 Business Days
10 Calendar Days
3 Business Days
10 Business Days
23
VCs are made 5-7 days prior to Final Pay Date
True
False
24
Some common benefits of Auto Pay include:
It cost $5
You get two bills free
Saving Time & Money , Peace of Mind, Safe & Secure , Risk Free
You have to remember
25
Memos should state how much the customer is paying and how much is owed after the adjustment posts
True
False
26
If a new service order is on hold for both a Deposit & POSID then agents should advise customers
Call Equifax
Complete POSID process first
Go to another company
To pay the deposit
27
A DPA is typically used for customers who unable to PIF or pay the REM with 1 or 2 payments.
True
False
28
An Interaction describes any time a customer interacts with Frontier such as
Frontier.com
Care Center
MyFrontier App
