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WorksheetsCOR - Creating an "Wow" Customer Experience
Total questions: 20
Worksheet time: 12mins
To start COR or BAN to BAN move, no OTP (One Time Pin) is needed for EXISTING customer?
True
False
To start COR, a OTP is needed for POTENTIAL customer?
False
True
If your account has AutoPay active, once the COR is complete, your final bill amount will be deducted as normal about three days before the due date.
True
False
During COR or BAN to Ban, JOD leases can be transferred to another ban if escalated
True
False
Best practices before doing COR/Ban to Ban is to confirm what changes should be made, ensure proper COR disclosure memos in account, then pull up only existing customer COR Doc and follow steps
True
False
In Samson, you must complete Move Authorization before OTP is verified.
True
False
After OTP is verified, complete Move Authorization in Samson by going to: Profile tab > Move Authorization>Select MSISDN > click Save
True
False
If anyone else had access to your DIGITS before the COR, they will still have access. You should (strongly suggest) to remove anyone who shouldn’t have access your DIGITS.
True
False
I should check to see if a Device Protection feature is on the existing account ensure it has been added to their new account.
Important: The customer only has 10 days to add this feature after the new line is created per Doc 439581.
True
False
It may take up to 72hrs before you can register the line(s) on My T-Mobile.
True
False
During COR or BAN To BAN: Customer may lose VM. Your voicemail box may be deleted and all old messages may be lost, so make sure to save voicemails (Doc 414987) you want to keep.
True
False
EIP can only be transferred to your account within 60 days of the COR date
True
False
Authorize users can do COR with Activations on a Deceased BRP account
False
True
Move Authorization, OTP and both COR memos are not needed prior to contacting activations
True
False
Retail reps and Dealers can leave a COR memo on behalf of the customer. Care must create the memo and note that the customer heard and acknowledged the script.
True
False
Confirm the existing customer has completed all 3 authorization requirements within 30 days; a COR memo was created, a One-Time PIN (OTP) was sent and verified, and a move authorization was completed.
True
False
When doing COR, it's ok to warm transfer to activations ONLY after recapping next steps, sending self help, and advising disclosures and impacts
True
False
What circumstances make the line ineligible for COR?
Involuntarily suspended, past due, or on payment arrangements.
Active account and no past due.
What happens to the coverage device after a COR?
The coverage device does not transfer to another ban with the COR. They must return the coverage device in working condition to avoid a replacement fee of up to $400. However, coverage device can be assigned to another line on existing account if needed.
They just need to pay in full before transferring to a new owner
The coverage device does not transfer with the COR. They must return the coverage device in working condition to avoid a replacement fee of up to $200.
The coverage device does not transfer with the COR. They must return the coverage device in working condition to avoid a replacement fee of up to $300.
For the best COR/BAN to BAN move experience, it is important that the new BAN to have sufficient ECL limit available before we attempt an EIP balance transfer. It is important to not advise the existing customer of this ECL limit
True
False
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