Day 4

1- In case customer requested to reactivate his line as a promise to pay exception and the line status “Bar”, CCA action

• a) Reactivate line

• b) Check if customer broke a deal before or not in same month

• c) Check if customer took same exception before in same month

• d) B & C

2- If customer requested to be followed from HU team side after 11.00PM, CCA action

• a) Try to help customer by checking HU TT and if customer insisted will make TT

• b) Send email to HU to follow up with the customer

• c) Advise customer to wait till next day

• d) Create TT to HU and advise customer that he will have to wait till 11.00AM next day

3- Customer can request to transfer prepayment from billing account to another with different owner’s name

• a) True

• b) False

4- If line suspended due to high usage and customer requested to reactivated dial again, CCA action

• a) check the HU requested amount first & CST paid full amount

• b) Create TT

• c) Send email to HU team

• d) A & B

5- If customer want to change bill cycle and insist to make this action , CCA action

• a) advice cst to Take action before bill cycle

• b) Direct to store

• c) Informed not eligible

• d) B & C

6- If mobile of customer has been stolen , CCA action

• a) Suspended the line 14 days

• b) Direct to store to SIM swap

• c) No action from side

• d) A & B

7- If customer his father dead and want to change ownership , CCA action

• a) Notification of inheritance and direct to store

• b) Not eligible

• c) Direct to store and change ownership

• d) None of the above

8- If customer want to change SIM ( SIM swap ) price of card

• a) 3 LE

• b) 4 LE

• c) 5 LE

• d) Free

10- MNP means that customer is changing his network from one company to another

• a) True

• b) False