SAMSUNG PRO | Ticket Types | Transferring the Call | Repair Options | DEVICE SECURITY |
---|---|---|---|---|
What is Friendly?
Being ______ with a customer helps them feel more like a person and less like a number
|
What is 2K?
A Technical Advice Ticket
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What is Sales?
CX calls in looking for advice on ordering a new device
|
What is UBIF?
Does not handle tablets, watches, or buds
|
What is carrier lock?
Can only be used on one network
|
What is self-devloping?
________ is an important trait to have, and can easily be defined as the result of taking steps to improve yourself with no single area of focus
|
What is 1K?
A General Advice Ticket
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What is Product Liability?
CX calls in because their phone exploded
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What is 7?
Number of days a phone must be sent in by for repair
|
What is screen lock?
Locks the device until the user authenticates with the credentials previously set up on the device
|
What is Brand Ambassador?
A _________ is someone who lives and breathes for the Samsung Brand
|
What is 5K?
A Service Request
|
What is Case Management?
CX calls in about a refund/exchange
|
What is 9-11 Days?
The repair turnaround time (TAT)
|
What is Google Factory Reset Protection?
Keeps the phone locked after an unauthorized factory data reset
|
What is Problem Solving?
_______ is the act of defining a problem then identifying, and selecting alternatives for a solution
|
What is 4K?
A Service Order
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What is Case Management?
CX calls in and threatens a lawsuit
|
What is Samsung Experience Shops
______ allows the customer the added ability to interact with a range of Samsung and technologies
|
What is a SIM Card Lock?
Set up by the user to protect their data and prevent unauthorized use in another device
|
What is Leadership?
________ can be defined as the art of motivating a group of people to act toward achieving a goal
|
What is 3K? (which we will never do)
A customer calling in about a VOC Claim would be a ____
|
What is Media Solutions?
CX calls in needing assistance with their Samsung account
|
What are by date or by time?
Two ways that a device can be out of warranty
|
What is Secure Startup?
Uses an encryption as an extra security precaution to protect the data on a device
|