What tools would you use to save a customer from disconnecting?
Compass 2.0, competitor guide and my offers
What are some examples of account information that will provide insight into the customer's experience?
Plan, Utilization, Devices, Remarks
What policy will you need to review if the disconnect is due to a deceased customer?
Deceased/Terminally Ill/Debilitating Conditions Policy
What policy will you need to review if the disconnect is due to a deceased military user that is not the owner of the account?
Military Personnel Policy
Your customer ported out his MDN to another carrier two weeks ago. Who will address this request?
CS Employees (See 50 Day Winback/Fast Winback OST 202464)
Your customer ported out her MDN to another carrier two months ago. Who will address this request?
Telesales
Your customer was disconnected for non-pay last month and he is eligible for reactivation. You go to reactivate his service but the reactivation is unsuccessful. Who will address this request if the customer has a past due balance?
CFS
What tool is used to resolve device, network, and service problems?
Troubleshooting Rep Guidance (TRG)
How do you access the TRG?
VBOT, Device Tab
What are the eligible payment types for Trade in?
Verizon Account Credit, Verizon Gift Card, Paypal Account Credit, and Recurring BIC
