stud
bud
Sign up
Log in
Home
Library
Explore
SAT
More
final week nesting III Flashcards | StudBud
Explore
/
final week nesting III
final week nesting III
22 terms
·
StudBud Administration
·
27 plays
Imported from external platform
Flashcards
22 cards
F
Practice quiz
P
Host live
L
Questions
22
Answers
1
Which are self service options that we need to mention at each call if they are available
Autopay
MyFrontier APP
Frontier ID
Paperless
2
New & existing Digital Phone Unlim & Digital Phone Essentials (DPE)customers can purchase the DP Unlimited Feature Pack.
False
True
3
Reports of damages to the property of others by Frontier should be referred to
Office of the President Root Cause and Actions
TSO Fiber
Repair department for each area see CERT/Telephone Numbers/
TSO Cooper
4
How Can I reschedule an order
HUB > interactions > modify order (if applicable)
VxField > Call ID > Update Window
DPI > order maintenance > Work Record > Edit
Frontier.com > Support > Order Status
5
What is an Jack / Outlet installation
outlet work for discount stores
works that can include installing new outlets or relocating existing outlet
Tech Visits for HOA
Tech fee for the first 30 minutes
6
Youtube TV DPI code is
YTTVC
YTTVS
YYTVE
YTCRD
7
Vx field
TECH ON SITE
status means that
Tech has been assigned but not notified.
No tech has been assigned to this job yet.
Tech is en route to the service address customer should expect a call
Tech is on site or at central office/remote site working on service order.
8
IR question is mandatory at each call
True
False
9
Where I can Find SMS sended to a CX regarding to an appointment
VXField > Call ID > Cust Comm Hist
Jesus is the answer
DPI > Order Number > Memos
VXField > Call ID > Host Notes
10
Cx request physical copy of directory phone book
CERT > options > Directory Request Form
CX need to buy it at central office.
Advice customer to visit frontier.com/whitepages.
The HUB > Add Task > Copy of Directory
11
What of these
NOT
need to be transfer to retention
Customer calling because offered Save Credit is not on account
Canceling a Core Product regardless of the Order Type (CC/RC/CD/RT/RD/RO)
Mentions a competitor or indicates they are shopping around
Customer calling to cancel Frontier Secure
12
What of these need to be transfer to retention
Disconnected Account - calling about Final Bill or bill dispute
Customer Calling to cancel DISH
Cancel Channels/Other Non-Core products
Promotion or credit is set to expire or not on account.
13
Expert installation Fee cannot be waived
False
True
14
Need to be transfer to TSO Copper
Cx Cannot access to frontier email
Youtube TV is not working
DSL/HSI is not working
Voicemail is not working
15
Frontier Offer seasonal sports packages
True
False
16
We can send replacements for remote controls?
False
True
17
The following will result in the loss of the Auto Pay & Paperless discount:
blocking due to customer having insufficient funds available multiple times
Auto Pay being removed from account due to blocking
Past due balance over 20 days
cx should be encouraged to paperless billing but it is not required.
18
FFH stage code is ..
For Engineering held orders with 2 Gig speeds
indicates the technician was working on the ticket or Tech en route
is to let you know the customer was sent a notification
Steps Prior to contacting Dispatch
19
DPE features
do not
include
Touchtone
Call Waiting
30 minutes of long distance calling per month.
Unlimited long distance
20
Alex favorite SuperHeroe
Barman
Flash
Black Panther
Superman
21
Which is true for outage credit For On-Going Outage - with no estimated commitment date reflected:
Credit will be given from report date to End Date
Fiber Products: Credit Day 0 (when trouble started)through today plus 1 day
Credit will be given from report date to Commitment date
Copper: Credit Day 0 (when trouble started) through today plus 3 days
22
Where can we check if an equiptment was return
Agent Portal
DPI > S&E
HUB > Add Task > Dropship history
VXField > Equiptments
