Across
- 3. If your customer is employed through Walmart, what program could we consider for our customer to save them money?
- 4. The first At Your Service commitment is the be the _____.
- 5. Which tier of our Unlimited Your Way plan includes usage in 20 additional countries aside from the US, Mexico, and Canada?
- 7. What do we call the portion of the call where we advise the customer we will be asking questions to find them the best promos/savings/offers?
- 11. Where can we access a virtual simulation of a customer's device type?
- 12. What feature do we offer customers who are travelling internationally to a covered country?
- 16. We use ____ for any troubleshooting call.
- 17. CPNI stands for Customer ____ ____ Information.
- 18. The type of home internet service that uses glass to move data at the speed of light is called _____.
- 19. A good offer should always include the price, product, and the _______.
- 22. One example of how we can offer ______, is to take extra time or effort to research an issue or explain things to the customer.
- 23. One way to show the customer that we are here for them, is to make sure that we actively ______.
- 24. If a customer wants to use their AT&T phone with a new carrier, they will have to first _____ their device.
- 26. To rapidly build a quote for a customer, you can access ____ ____ from MST.
- 27. What is the tool we use to make changes to a customer's plan, add lines to an account, or process adjustments??
- 28. What is the name of the insurance features we offer customers to protect their connected devices?
Down
- 1. The customer's 14 day return period is commonly referred to as BRE, which stands for ______ _____ exchange?
- 2. During the greeting portion of the call, we should _____ with the customer after acknowledging their issue.
- 6. What knowledge article has info on all of our current equipment promotions and discount information?
- 8. What is the acronym we can use to help come up with questions that spark conversation and uncover needs?
- 9. A Transfer of _____ ______ is when we move a number from one AT&T account to another one under a different account holder.
- 10. What feature allows customer to trade in their phone once it's paid up to 50% and do an early upgrade?
- 13. Another AYS commitment; we should avoid stuff like jargon by keeping things _____.
- 14. We use ________ to get help when we aren't sure what our next steps would be.
- 15. If our customer is active military, a veteran, a nurse/doctor, a teacher, or a first responder, they can potentially qualify for one of our ______ ______.
- 20. To protect our customers, we use ______ to mask payment info when we are in a WFH role
- 21. Unverified callers must verify the number/account they're calling about, the account holder's name, and the account ______.
- 25. We pull up all of our tools using the ____ ____.
- 29. Every ____ seconds, we need to check back with the customer when we have them on a hold with music.