PCS NH PGU 1

What is a valid pin? (Cx DOB is 25-DEC-1981)

• 9876

• 1225

• 8534

• 5555

What should you do when receiving a call (select all that applies)

• ask for the pin

• ask for the name of the cx

• start providing information on the account

• ask them about the weather?

• ask for the phone number

You made a rate plan change, what customer request would you chose in outcome?

• Get a better deal

• Make changes to my existent account

• inquire, dispute or pay my bill

• Get my product/services working

After choosing the appropriate Customer request(in a rate plan change) what is the service flow?

• Replaced device/ sim swap

• Updated customer profile

• Rate plan / Feature change

• Paper Bill address change

customer called in to get a roaming package, what do you need to know ? (Select all that applies)

• What is her destination?

• If she bought a swimming suit AND a sun screen ?

• how much time she will be travelling?

• If she took a travel insurance?

• How she will be using her phone ?

You finished your call and you need to go to the bathroom, what should you do?

• Use the Status: meeting coaching in iws

• Use the status: Emergency in iws

• Use the status: Lunch in iws

• Log off completely from iws

• Wait until break time and then RELAAAAXEEE

customer needs to change her phone number and was wondering if it's free

• You tell the customer that it's probably a 35$ fee

• You immediately call one of your SMEs

• You cold transfer the cx back in the queue

• You look for the information in One Source

A french speaking customer calls in to add a data top-up what is the french term that you will be using ?

• "top-up"

• "réaprovisionnement"

• "rajout"

• "approvisionnement"

Account is delinquent and customer wants to make a payment arrangement, what is the team that can help you?

• the SMEs Team

• CAM

• Help desk

• LNR

how much time does a customer have to dispute a bill

• 60 days

• 30 days

• he cannot dispute a bill

• 90 days