11/1/2016 Executive Summary Discussion

1. The agent must take ownership, and do everything in their power, to resolve an issue that the customer has called in before regarding?

True

False

Taking ownership is important.

Explanation

Taking ownership is important.

2. When ever you recieve a call, you must read the memos?

True

False

It is the only way to see if the customer has called before, recieved any credits/adjustments or know what the history of the account is.

Explanation

It is the only way to see if the customer has called before, recieved any credits/adjustments or know what the history of the account is.

3. Supervisors are required to take supervisor calls at their desk, and enter notes for the supervisor call under their own ID's?

True

False

4. The new Escalation procedure wants you to transfer sup calls to the supervisor's desk, so that your able to be back in ready for the next call?

True

False

5. On MetroPCS's promotion that provides 8GB of data, What is the lead line plan name for a multiline account?Meaning what is the plan name you pick to make sure that all the other lines are 30$ for 8GB.

PRIME50

P50SNGL

P50SNGL is for a single line account that wants that plan.

PRIME50 is for multiline accounts

Explanation

P50SNGL is for a single line account that wants that plan.

PRIME50 is for multiline accounts

6. ASAP is being updated to R9.4 on the weekend of November 12th and 13th?

True

False

Make sure to check out Metrocareagent.com/training/ for the latest revision information (to be released soon)

Explanation

Make sure to check out Metrocareagent.com/training/ for the latest revision information (to be released soon)

7. November 13th there will be an update that will correct the myMetro app running on Android N?

True

False

Till then, you can goto Android settings, Manage Applications, and locate myMetro. Turn on the permissions that myMetro is requesting and relaunch the application

Explanation

Till then, you can goto Android settings, Manage Applications, and locate myMetro. Turn on the permissions that myMetro is requesting and relaunch the application

8. The LG K7 device is getting a new update, that is available to all the k7 phones on MetroPCS network?

True

False

1To check the software version of your device, from the Home screen, tap Apps.
2Tap Settings.
3Tap General.
4Tap About phone.
5Tap Update Center.
6Tap System updates.
7Your phone's software status is displayed. You may need to tap Check for Update if a new update is available.

Explanation

1To check the software version of your device, from the Home screen, tap Apps.
2Tap Settings.
3Tap General.
4Tap About phone.
5Tap Update Center.
6Tap System updates.
7Your phone's software status is displayed. You may need to tap Check for Update if a new update is available.

9. A new device is coming to the MetroPCS line up!!! Is it the ZTE Avid Trio?

True

False

Check Metrocareagent for the latest information on this new exciting device.

Explanation

Check Metrocareagent for the latest information on this new exciting device.

10. When performing a Change Device or Cancel Line activity, in the new ASAP 9.4, it has been enhanced to inform you the agent if the customer has not logged out of the Apple Find my iPhone, and will inform you that the customer has to log out of that first.

True

False

11/1/2016 Executive Summary Discussion

1. The agent must take ownership, and do everything in their power, to resolve an issue that the customer has called in before regarding?

2.

What first name or nickname would you like us to use?

2. When ever you recieve a call, you must read the memos?

3. Supervisors are required to take supervisor calls at their desk, and enter notes for the supervisor call under their own ID's?

4. The new Escalation procedure wants you to transfer sup calls to the supervisor's desk, so that your able to be back in ready for the next call?

5. On MetroPCS's promotion that provides 8GB of data, What is the lead line plan name for a multiline account?Meaning what is the plan name you pick to make sure that all the other lines are 30$ for 8GB.

6. ASAP is being updated to R9.4 on the weekend of November 12th and 13th?

7. November 13th there will be an update that will correct the myMetro app running on Android N?

8. The LG K7 device is getting a new update, that is available to all the k7 phones on MetroPCS network?

9. A new device is coming to the MetroPCS line up!!! Is it the ZTE Avid Trio?

10. When performing a Change Device or Cancel Line activity, in the new ASAP 9.4, it has been enhanced to inform you the agent if the customer has not logged out of the Apple Find my iPhone, and will inform you that the customer has to log out of that first.