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Premier CLG - CYK #1 Flashcards | StudBud
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Premier CLG - CYK #1
Premier CLG - CYK #1
17 terms
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StudBud Administration
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ISM CLG review for CYK # 1
Flashcards
17 cards
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Practice quiz
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Host live
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Questions
17
Answers
1
In MY CSP, What would you use to search for information specific to other regions?
Topics
Favorite Links
Book Marks
Change Settings link
2
Which is NOT one of the 6 Promise Experience steps?
Personalize Solutions
Uncover Needs
Gain Agreement
Can Be Reached
3
Which is NOT a SAVE Opportunity statement?
Customer states they want to leave and go to another company
Customer upset bill is too high
Customer wants to cancel their service
Note on account states the customer wants to disconnect.
4
Which one is NOT part of the E3 definition?
Explain
Exceed
Experience
Explore
5
The goal of following the AT&T Promise is to make each AT&T customer experience ___
Personal, Effortless and Inspiring
Private, motivating and caring
Sincere, Focus and effortless
Informative, constructive and energized
6
In MY CSP, this feature is NOT a benefit to help and assist customer requests
FrontLine Focus Home Page
The Search field
The Bookmark link and The Tools section
RIO for Direct TV
7
Why is necessary to quote CBR disclosure on every call? (Select best answer)
CBR consent is 1 of the 6 PROMISE experience steps
CBR is optional, only quote when customers are nice
FCC requirement if call is accidently disconnected
FCC requirement to use wireless #s to send calls/texts.
8
On MY CSP Home page, which section displays alphabetically links for quick access?
Trending Now
Activity Stream
Quick Settings
Link Center
9
Which does not define our AT&T's Platinum Tier Customers?
AT&T’s most valued customers, spending a lot of money
50% of our total customer base
Platinum Customers makes up top 5% of total (2.5 million)
Platinum customers have Wireless + 3 or 4 addl services
10
In ATT CRM where would you go to add a new password for the Security Question?
Service Eligibility panel
Acct Identifiers tab
Interaction Toolbox
Billing icon
11
When should Authentication in AT&T CRM, be done?
At the end of the inbound customer interactions
At the beginning of all inbound customer interactions.
Anytime you get ready
In the middle of the customer's interaction
12
Why Should you promote self-care options to AT&T Platinum customers?
Customers are not able to access & manage their account info
Customers are limited in what they can do with self-service
The experience is simple, & consistent, most prefer digital
Improves One and Done
13
Which of the following activities are NOT included in the Average Handle Time (AHT) metric?
After Call Work (Interaction)
Hold time
Talk Time
Disconnects / 100
14
What is the name of the main logon you will need for this course?
Global Log on
system log on
ATTUID log on
Platinum log on
15
In CRM, the customer must be able to verify the 4-digit passcode. How do you ask for this info?
Passcode Please
Give me your passcode
What is your passcode?
To protect your privacy, I need to verify passcode on acct
16
According to the AT&T By the Numbers video, what percentage of American’s are covered by AT&T?
75%
80%
100%
99%
17
What is the Transfer Rate metric calculations?
Repeats divided by transfers
Transfers plus outbound calls
Transfers divided by Inbound Calls
Repeats plus transfers divided by inbound calls
