Across
- 3. Which tier of our Unlimited Your Way plan includes usage in 20 additional countries aside from the US, Mexico, and Canada?
- 5. Where in OPUS do we see all the offers a customer may qualify for?
- 7. What feature do we offer customers who are travelling internationally to a covered country?
- 9. We pull up all of our tools using the ______ _______.
- 13. What knowledge article has info on all of our current equipment promotions and discount information?
- 16. To rapidly build a quote for a customer, you can access _____ _____ from MST.
- 18. If your customer is employed through Walmart, what program could we consider for our customer to save them money?
- 19. An offer for customers who have wireless service and add new Fiber, or have Fiber and start new wireless service, that gives them a discount for having both services.
- 21. Anytime we cancel a line due to a customer being _______, we have to submit a case in Customer Central after we process the cancellation.
- 24. Every ______ seconds, we need to check back with the customer when we have them on a hold with music.
- 26. As a last resort, we can potentially offer to convert a customer's postpaid account to a _______ account to save them from cancelling over costs.
- 28. To protect our customers, we use _____ to mask payment info when we are in a WFH role
- 30. The _____ ____ has instructions for all kinds of transactions that can be performed in OPUS.
- 31. If a customer in the military is being deployed, one option we can offer them is to "cancel" the line and hold the number for up to ______ ____ months max.
- 32. If a customer wants to use their AT&T phone with a new carrier, they will have to first _______ their device.
- 33. What is the acronym we can use to help come up with questions that spark conversation and uncover needs?
- 34. 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 _________ _________.
- 38. The _____ _____ _____ has all kinds of plan, feature, and promotion information, as well as helpful tools like Quick Quote.
- 39. If a customer does not have Fiber available, you can check if they have _____ _________ ____ available as an alternative.
Down
- 1. A good offer should always include the price, product, and the __________.
- 2. The customer's 14 day return period is commonly referred to as BRE, which stands for _______ _______ exchange?
- 4. What is the name of the insurance features we offer customers to protect their connected devices?
- 6. The type of home internet service that uses glass to move data at the speed of light is called _______.
- 8. Another AYS commitment; we should avoid stuff like jargon in order to keep things ________.
- 10. We use _______ to get help when we aren't sure what our next steps would be.
- 11. It's a best practice to always offer _________ _____ at the beginning of your call, just in case you end up talking about other plan options with the customer.
- 12. A Transfer of ________ _________ is when we move a number from one AT&T account to another one under a different account holder.
- 14. CPNI stands for Customer _______ ________ Information.
- 15. Where can we access a virtual simulation of a customer's device type?
- 17. We use _____ for any troubleshooting call.
- 20. The first At Your Service commitment is the be the ________.
- 22. What feature costs $10 and allows customer to trade in their phone to wipe their remaining installment and do an early upgrade?
- 23. During the greeting portion of the call, we should _______ with the customer after acknowledging their issue.
- 25. 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?
- 27. One example of how we can offer _________, is to take extra time or effort to research an issue or explain things to the customer.
- 29. One way to show the customer that we are here for them, is to make sure we are actively ________.
- 35. Unverified callers must verify the number/account they're calling about, the account holder's name, and the account _______
- 36. What is one ferret-themed tool we can use to send customers a text message?
- 37. What is the tool we use to make changes to a customer's plan, add lines to an account, or process adjustments??