AS Day 7 Warmup

Customer is calling in stating that they were supposed to receive a gift card to buyout their previous security system but they never received it. How can you help?

• Create a case and queue to SLAMS

• Create a case and queue to AR

• Call the gift card fulfillment department

• Advise them to call their previous security company

True or False: Opportunities can update names/billing information/phone numbers/emails and other customer information

• True

• False

Customer would like to add an outdoor camera pro on their existing citizens LOC (line of credit). If they were installed 25 days ago, and they have $1500 available, can we add the camera?

• Yes, create a case for opportuntiies

• No, customers can only add to their LOC after 14 days

• No, the customer will have to pay up front for the camera

• Yes, transfer to customer loyalty

Customer claims their RMR should be $39.99 but they have been getting charged $49.99 every month. There are no late fees and you see a note saying that the customers RMR should be $39.99. How can you help?

• Inform the customer we cannot change their RMR

• Since it is notated, create a case and queue it to opportunities

• Ask your supervisor to update the RMR

• Transfer to customer loyalty to update the RMR

How can you contact the SLAMS department? (gift card fulfillment, competitive response)

• Only supervisors can contact SLAMS

• Call the number for SLAMS on knowledge

• Create a case and queue it to SLAMS

• Send an email to SLAMS

Why would a customer receive a gift card from us?

• To pay off their security system with a different company when they switch to Vivint

• To give out to family members and friends so they can become a Vivint customer

• Gift cards are given to customers so they can purchase Vivint equipment

• To pay off their Vivint system

Customer was charged up front for equipment when it was supposed to be financed. How can you help?

• Inform the customer they will have to pay up front at this point

• Call collections so they can refund the customer

• Create a case and queue opportunities so they can refund the customer

• Create a case and send it to your supervisor for a refund

True or False: Opportunities does NOT call out to customers

• True

• False

What are 2 other names for SLAMS?

• Opportunties

• Accounts Receivable

• Competitive Response

• Gift Card Fulfillment

What department do you transfer to when you are unable to add a card on file with the IVR?

• Credit Card Contingency

• Billing/Collections

• AS (Account Services)

• Customer Loyalty EOT