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WorksheetsBreezeline Self-service
Total questions: 32
Worksheet time: 1hrs 4mins
On breezeline.com/my-services or on the Breezeline App, the customer can click on ‘Pay my account’, to pay their bills.
True
False
After clicking on ‘Billing’, can the customer see the options to ‘Enroll’ in AutoPay, or turn ‘On/Off’ EcoSave?
Yes, but only on the website.
Yes, and this can be adjusted both online or through the Breezeline App
Yes , and this can be adjusted only with a live agent.
Yes, and it has a cost of 10$ to activate it.
Customers that are setting up a Promise to pay require a Future Dated payment.
True
False
What does PTP stand for?
(a)
What does FDP stand for?
(a)
When can a customer set up a Promise To Pay?
Anytime as long as the account is active.
The customers can never set up a promise to pay.
Only when their account is past due.
Only when their account is past due, and the account is suspended.
When there's a PTP, customers can see the amount and date they have committed to pay on the website and in their app.
True
False
What's the minimum period of time for the customer to sing up for a Seasonal Plan?
(a)
To sing up for seasonal plan you have to:
Go to the website, my account, my channels and seasonal.
click ‘Account’, ‘Learn More and Enroll Here’, and under ‘Seasonal Plans’
click on ‘Account’, ‘Self service options, under ‘Seasonal Plans'
Go to the BZL app, click 'pay plans' and sing up for a seasonal plan.
What's the process to return an equipment to BZL?
Have the customer calling Customer Service to receive a label.
Returns are not accepted
Direct the cx to Breezeline.com/returns in order to start the process.
Have the customer going to USPS and start the return with them.
To return an equipment, customers have to provide their account number while filling out the form.
True
False
Select the method that are available to return BZL equipment.
Print USPS Expedited Shipping return label
Customer receives an order to go to FedEx to start the return.
Go to a BZL location and return them.
Generate USPS Expedited Shipping return QR code
Anything done on the website has a fee of $5 that will be reflected on the next customer's bill.
True
False
Is the Breezeline website available only in English?
Yes!
No
How can a customer check an outage by themselves?
The customer is able to check if they are currently in an area outage on their own by simply going to My Services online, or through the Breezeline App by signing in and scrolling down.
The customer is able to check if they are currently in an area outage on their own by simply going to My Services online, or through the Breezeline App by paying $15.
Select the options available for the customers to do a speed test.
By going to Breezeline/speedestinternet and introduce their CSG account.
To do a Speedtest, the customer can go to Breezeline.com/internet/test-your-speed
through the Breezeline App by clicking the ‘Equipment’ tab and clicking ‘Start Speed Test’.
they can go to breezeline.com and click on ‘Internet’ and select ‘Test Your Speed’
Can customers edit their email accounts online?
Yes
No
How can customers change their email password?
Customers cannot change their password online, they need to call Customer Service.
Going to the app and select ‘Change Email Password’
Using breezeline.com/my-services, go to ‘Additional Quick Links’ and click on ‘Change Email Password’
At Breezeline we work offer MBPS, in our terminology, what does MBPS stand for?
(a)
In order to become a Gold customer in Breezeline your account has to have a tenure of:
5 years or less
11-19 years
6-10 years
20+ years
When customers have issues with their modem what can we offer them? Select the right options.
Bronze - Free modem 1 month
Gold - Free modem 6 months + $25 Credit
Silver - Free modem 3 months
Platinum - Free modem 6 months
A Silver Customer is calling in to make a payment with the IVR. When they attempted to make a payment with the IVR system an error occurred and they were transferred to you. What can we offer to make it right for this customer?
Offer the customer a credit for $10.
Transfer the customer to loyalty for them to offer the customer a credit.
Waive the $5 convenience fee and educate the customer on other self help options.
Transfer the customer to the IVR again.
What if a customer calls with Repeat Trouble Calls within 3 months?
Only Provide a credit based on the time without service.
Provide a credit based on the time without service and an additional discount based on their tenure.
Provide a credit based on the time without service and an additional discount for $45.
What if a customer calls in with a billing issue?
Build the value of the package
Make appropriate adjustment
For unique circumstances, you may offer additional credit - if warranted.
Remember to notate the account with the credit info to support the adjustment!
What's increasing in our company?
Internet
Local TV Surcharge
TV
Equipment Costs
How much will the family+ package increase?
$3
$1
$10
$5
How much will the Variety+ increase?
$3
$1
$6
$9
Local TV Surcharge will increase $2.50
True
False
Select which methods did were used to inform the rate increase to the customers.
IVR
Facebook and Instagram
LAFs
Transparency
Email Disclaimer
How much will the Internet increase?
(a)
When will the increase hit the customers' bills?
on February 1 2025.
on March 1 2025.
on January 1 2025.
on February 5 2025.
Business & Bulk Customers will have an increase of $10 on any service.
Yes
No
