Advisor Guru Training

How would you rate your technical ability when helping customer queries?

• None at all, I always need help

• Limited, I struggle with most issues

• Enough to get by, I can deal with some basic issues

• Pretty good, I attempt most issues and can learn if I'm not sure

• Excellent, I can handle any customer issue in my control

Setting up customer's devices is the responsibility of...

When using MCE, if an iPhone to iPhone transfer fails what should you do?

• Restart the laptop, phone and try again

• Book the customer a Guru appointment

• Tell the customer to use iCloud themselves

• If using migration, try using standard transfer instead

If a customer cannot receive emails on their phone when they used to be able to, what is the most likely reason?

• Password is wrong or needs updating

• Their email settings are wrong

• Their email provider has an issue

• Their software needs updating

A customer with an iPhone says they keep getting a low storage message. What is the most likely issue they have?

• Their iCloud is full

• They have too many apps on their phone

• The phone needs an update

• Their storage is too small and they need an upgrade

Which of these are the most common technical query question you hear in store?

• Emails

• Storage

• Battery

• Signal

• Hardware fault

Storage issues on Samsung J series phones are best fixed by...

• Deleting all the customers photos

• Uninstalling app updates and disabling unused apps

• Resetting the phone to factory settings

• Discuss upgrading the customer to a higher storage device

A lot of customer signal issues (dropping calls, poor audio quality, messages not sending) can be resolved by completing a...

What is most important when a customer gets their new device?

• Showing them all the new functions of their device that their old one didn't have

• Telling them how to make a call and send texts and setting the device into easy mode

• Establishing their immediate needs of what they need their phone to do and what they are unsure of

• Letting them take it away and learn themselves

For customers who have a disability or need additional help when contacting O2, what is the name of the service can we offer them?