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WorksheetsIntroduction To Elite Care
Total questions: 32
Worksheet time: 10mins
Which option below is not apart of defining Elite Care?
To define ELITE Care, let’s discuss the four key elements of ELITE Care.
ELITE Care is AT&T’s way of providing a customer service experience to top customers.
Giving them A1 service
Which one is a Key Element of Elite Care?
A Good Night Rest
A Good Workout
A Great Breakfast
A Mindset
What is Holistic Account Support?
Customers have multiple products which can be standalone accounts or combined
Customer has only one service product
Characterized by the treatment of the whole person, taking into account mental and social factors.
None of the above
What are all the Key Elements of Elite Care?
Supporting Top Customers
End-to-End Customer Support
Holistic Account Support
A Mindset
A Desire to help
Platinum Tier makes up of what percentage of customers?
2%
5%
10%
36%
Elite Care supports what percentage of customers?
15%
40%
5%
20%
What percentage of customers is the Bottom Line that Elite Care supports?
12%
60%
80%
1%
What percentage is the household for GOLD Tier Customers?
44%
36%
50%
10%
What percentage is the household for BLUE Tier Customers?
11%
59%
87%
6%
Define Platinum
Top tier of AT&T THANKS® customers.
A chemical element
A finish of jewelry
None of the above
What is Premier Support?
Troubleshoot Team
A group who helps with releases of movies
Individuals who give exceptional service
Name of group who services Platinum AT&T THANKS customers.
What are the 3 AT&T Centers that helps Platinum Tier customers?
ELITE Care
Billing Center
Premier Service
Premier CLG
What is the number of customers 1% equals?
500k
250k
400k
100k
What amount does our 1% of customers spend on a monthly basis?
$150.00
$2,000.00
$500.00
$225.00
What percentage of our Platinum Customers have DTV?
55%
23%
62%
77%
What is the Elite Care Team MyCSP Article Number?
*552255
*664449
*324698
*854475
What is an Example of Holistically care for customers?
None of above
Explaining their bill to them
Resizing them to a different package.
If a customer moves, update their address in AT&T CRM, Rio, and/or Telegence.
Where does the VIP Indicator appear to know what tier a customer is?
Clarify
Snapshot-Device Section
CRM
None of above
What Is the correct script for the AT&T Greeting?
"Thank you for calling AT&T Chicago Care. My name is [name]. May I have your number?"
"Thank you for calling AT&T . My name is [name]. Who do I have the pleasure of speaking with?"
"Thank you for calling AT&T Chicago ELITE Care. My name is [name]. Who do I have the pleasure of speaking with?"
"Thank you for calling AT&T Chicago ELITE Care. Who do I have the pleasure of speaking with?"
When should you make a callback?
You can never do a callback
When a supervisor tells you to
When an apprentice tells you to
Only make a callback when a process or research is needed that would keep the customer on the phone for a long period of time.
What does EED stand for?
End Every Day Dumb
Elite Escalation Desk
Escalations End Date
Elite End Desk
What is the EED MyCSP Article Number?
*662577
*644580
*645458
*666580
Do you chat with a EED Agent?
yes
no
What are reasons you would contact EED?
U-verse TV, Internet, or home phone disconnected in error
De-Unify/De-combine accounts
Billing and/or order defects
Explain a bill
What Is TORCH?
TORCH is a system that allows agents to send SMS messages to customers.
TORCH is for billing texts
TORCH also has troubleshooting capabilities.
TORCH is to set up callbacks
How Will I Use TORCH?
None of the above
At the Beginning of every Call
To send messages to customers at the end of all calls to provide an email address allowing customers to contact ELITE Care directly.
Troubleshooting
What is the MyCSP Article Number for Torch?
*882566
*449308
*478955
*985447
What is the correct verbiage when offering Torch?
"May I have a contact number to send you a test message with a unique email address to contact if you should need to reach our team again?"
I will be sending you a text message with a unique email.
A text is on its way to your phone, with a unique email address.
A & C
What is the correct way to closing a call?
Do you have any questions? If not thanks for being a customer, you have a great day.
Again, my name is (name), remember you can always visit us at ATT.com or app. "If there aren't any additional questions, I want to thank you for being the best part of AT&T."
Thanks for calling AT&T, You have a great day.
Thanks for being a great customer. Have a great rest of your day.
What is the 2nd step when accessing Torch?
Access TORCH to send text.
Enter the Contact Number under the MSISDN or IMSI field > Enter.
Under Message select either "Resolved" or "Follow Up Needed."
Once correct message populates > Click the Send Message button.
What is the 4th step when accessing torch to send a text?
Enter TN
Access Torch
It is no 4th step
Under View Options > Category select "ELITE Care Chicago."
What should you ask yourself, when helping a customer?
"Did I provide an ELITE Care customer experience?"
What else do you need me to do?
Are you happy with my service?
Do you need me to do anything else?
