Es Discussion Quiz 11/26/16

When the customer requests

When a customer files a complaint

Never, No exceptions

Only the Dealer Support Group (DSG) can call stores

Refer the dealer to their Area Support Representative (ASR)

Assist the Dealer as a Dealer Support Group (DSG) following the DSG Process and Procedures

Treat the dealer like a customer following the CSR Process and Procedures

None of the above

The phone is showing 4G not 4GLTE

The audio jack is not working

The battery is exploding while charging

The SIM card is inserted upside down

True

False

Customer Service Representatives

Dealer support Group members

Corporate only

None of the above

1

10

50

100

White

Gold

Sapphire Black

Clear

Refer the customer back to the store to speak to the store manager

Refer the customer back to the store to speak to the Area Support Representative (ASR)

Refer the customer to another store (Service Center)

File a store feedback survey from the survey tab in MetroCare

$3.00 Remove and add the feature again

$5.00

The CSR can refill the minutes once per billing cycle at no charge using the Data Usage link

The customer can not refill the Select Shared Calling minutes

Verify the adjustment with a Supervisor

Verify they are using the proper adjustment using the ASAP Adjustment Codes Job Aid in MetroCare

Nothing if the credit is under $5.00

Use the Waive Charge link under Billing Inquires> Financial Transaction History> Get> Waive Charge> Submit