| sales | Clarify/Telgence/Opus | things not to do | plans | Fruit Basket |
|---|---|---|---|---|
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What is Mobility CLG Retention Offer Hub
How to find the customer the best value
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What is OPUS
ordering system
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What is never hang up on a customer
when a customer is being difficult or rude
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What is unlimited your way
allows all users to have unlimited data the way they use unlimited data
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What is log all the way out of your phone, do not be is AUX or not ready
When you go to break, lunch, meetings and end of day
|
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what is National promotions
Best information about device promotions
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What is clarify level needs and notes
Record of all interactions
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What is change the passcode / run a credit check
authorized user
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What is change to unlimited elite
earn money on your FAME account
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What are discovery questions and probing questions
provides information that helps resolves the issue and offer a personalized plan change or upgrade
|
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what is 5 add a lines in a month
$450
|
What is snapshot in clarify
shows payments, installments, insurance, plans, adjustments......
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What is use express pay
work from home and customer wants to make a payment
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What is unlimited your way, 4GB Plan
available online, through customer care, in the store and through CLG
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What is the reason for the call, resolution offered and response to offer.
RRR
|
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What is Premium Device Trade in Offer apple 12 Note 12
up to $700
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What is telegence actions group level services
Change to a CLG retention only plan
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What is send the customer an email, text from personal phone or provide my phone number
provide the customer confirmation other than through clarify
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What is unlimited elite with free HBO MAX
gives customer a value of $14.99 plus the cost of going to the movies for their entire family
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What is acknowledge, empathize, reassure and transition statement
laying out the red carpet for the customer
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What is needed to check the status of a trade in device
confirmation number and email
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What is OPUS /summary page / CSS
view customer service summary
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What is collect SPNI, such as SSN, banking information
take a payment or credit check when working from home
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What is any unlimited advantage or value plan
If a phone is placed on a 2 year contract it will cause the line fee to loose its discount
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What to do when an account owner has passed and the family does not know the passcode
provide email or fax number
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