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WorksheetsRetention and Troubleshooting
Total questions: 10
Worksheet time: 4mins
Identify verbal trigger statements
Asks for a Mobile Device unlock
Asks for account number
Asks when they can process an upgrade
States they're dissatisfied with an experience or service
An initial set of steps used to determine the root cause of potential issues for customers' products and services.
(a)
Only the verified Billing Responsible Party (BRP) can complete account or line cancellations
TRUE
FALSE
What cancellation code should we use if the customer wanted to cancel their line due to lost or stolen device
ENFP
ENFJ
ELST
EQPT
What cancellation code should we use if customer wanted to cancel the account because the BRP is already dead
FACD
FACN
FACM
BILL
Customer wanted to cancel the line because the line owner will be migrating to other country
FACN
SCRK
CEQP
FACM
Tool we used to perform basic troubleshooting
(a)
What does DNA in Grand central stands for?
(a)
What probing questions should we ask when performing basic troubleshooting?
(a)
I am a standard user on the account. Can I process the cancellation of my own line?
YES
NO
