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🔻⭕️✅ Flashcards | StudBud
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StudBud Administration
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15 plays
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Flashcards
10 cards
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Practice quiz
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Host live
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Questions
10
Answers
1
What is the next step we should do after resolving the customer’s concern
3 point recap
Breadcrumbs, 3 point recap and offer
Document the account and select the right disposition
Offer and 3 point recap
2
Best practices that we should always apply in each of every call.
Always resolve the customer’s concern and make that sale
Utilize tools ,best friend interaction and offer
personalize aer, best friend interaction,offer and 3 point recap
always build a rapport
3
What soluto disposition you should tag when you resolved the customer’s concern but you need to transfer them to Care
Resolved
Customer will call back
Carrier account
Call dropped
4
What helix article would help you select the right session reason or disposition after the call
M&P: warm / cold transfers -VZW
Verizon tech coach call flow
Verizon protect home landing page-tech coaches
Select Reasons and dispositions in Soluto connect
5
What tool in ACSS should you utilize to check or retrieve SIM card PIN/PUK and QR CODE?
Device- Dual sim look up
Device- VZW sim details
History- Device
Network- Device fraud/stollen
6
What is the first step we should do if the customer were being misrouted to us?
Release the call
Walk them through the self service option
Provide the toll free number
tell the customer that they’re being routed to a different department
7
What tool in ACSS should you utilize to help in handling customer's "My Verizon Issues"?
Subscriber View
DEVICES
Digital tab
Network
8
Best practices that will help you close a Quality Sale (multiple answer)
Resolve the cx concern in a timely manner, Probe, utilize your tools
Ask lifestyle QS, built that best friend interaction with the cx.
Listen to Q Words/breadcrumbs,be proactive,don’t be scared to always OFFER
Know your product by heart, be confident when you make that ‘offer’.
9
How can we keep customer kid from signing up again?
Unregister MTM
Unlock MTN
Block registration
Force password letter
10
What can you select to remove the number from My Verizon?
Send password by sms
Unregister Mtn
Unlock MTN
Block registration
