1- If the diagnosis of the second opinion is the same as with the first vendor. Which vendor will fix the item/appliance of the customer?

• a new vendor will be assigned

• the original vendor

• the new vendor that is assigned

• Juan Carlos´s Cool Air SA

If a customer is requesting to talk to a supervisor and while the agent is trying to deescalate the customer hung up.

• the case will be considered deescalated

• the agent needs to callback the customer

• a research ticket needs to be created

• the agent reports it as a Save

we do transfer a customer to the Sales Department when..

• a customer is calling to open a new contract

• a customer is telling that received a discount on his plan when he bought it and hasn`t been applied.

• when a customer, with a contract less than 60 days, is requesting to lower the TSF and increase the Premium

• when a customer wants to correct a misspelling on the name

• all the answers are correct

a customer is calling complaining that for 3 months his appliance is still not fixed, the vendor went to his place and request some parts, when the parts arrived were the wrong ones and now the vendor is not answering and didn't get any call from AHS. every agent is telling him that will escalate the case but on notes, there is no Contrel submitted and just 1 valid attempt to contact the vendor. What should be the procedure in this scenario?

• submit a Contrel

• attempt to contact the vendor

• offer a proactive escalation

• apologies to the customer and tell him to keep waiting

select in which scenarios below, a convenience concession will be applicable

• Customer Has Been Waiting for HVAC Install Beyond Seven Days From the Autho Date and It Is the Only Unit in the Home

• Parts Have Been on Order/Back Order for an Expedited HVAC or Refrigerator Beyond 21 Days From Order Date

• There Are More Than Three Service Requests Within a 60 Day Time Frame on the Same Refrigerator or HVAC and It Is Not Repaired

• all the answers are correct

Convenience concessions may be offered for up to

• $300

• $500

• $150

• $3 for an Icecream

When Does AHS Require Proof of Repair?

• AHS offers cash in lieu of repair/replacement

• payments made to the vendor

• outside authorization on an appliance or system

• all the answers are correct

A customer requests a refund because no vendor was available to repair his appliance and he found his own contractor. the WO is queued

• an O/S/Autho must be offered

• POR email must be provided to send documents

• the client must be informed that they will not be reimbursed as they acted against AHS procedures

• the phone number of the authorization department must be provided because the contractor must call