Es Discussion Quiz 11/26/16
- 1.When should a CSR contact a store?
- A.
When the customer requests
- B.
When a customer files a complaint
- C.
Never, No exceptions
- D.
Only the Dealer Support Group (DSG) can call stores
- 2.What should a CSR do if a dealer calls the Customer Service number
- A.
Refer the dealer to their Area Support Representative (ASR)
- B.
Assist the Dealer as a Dealer Support Group (DSG) following the DSG Process and Procedures
- C.
Treat the dealer like a customer following the CSR Process and Procedures
- D.
None of the above
- 3.Alcatel has reported that the Alcatel Fierce 4 has what issue?
- A.
The phone is showing 4G not 4GLTE
- B.
The audio jack is not working
- C.
The battery is exploding while charging
- D.
The SIM card is inserted upside down
- 4.Alcatel will send a software fix for the Alcatel Fierce 4 with the next Monthly Release (MR)?
- A.
True
- B.
False
- 5.MetroPCS has authorized _____________ to send a replacement phone for customers having issues with the Alcatel Fierce 4?
- A.
Customer Service Representatives
- B.
Dealer support Group members
- C.
Corporate only
- D.
None of the above
- 6.How many examples are needed, at a minimum, for a supervisor to escalate a possible outage to MetroPCS?
- A.
1
- B.
10
- C.
50
- D.
100
- 7.What color will MetroPCS release the Samsung Galaxy S6 in soon?
- A.
White
- B.
Gold
- C.
Sapphire Black
- D.
Clear
- 8.If a customer calls and states that they were mistreated at a store, what should the CSR do?
- A.
Refer the customer back to the store to speak to the store manager
- B.
Refer the customer back to the store to speak to the Area Support Representative (ASR)
- C.
Refer the customer to another store (Service Center)
- D.
File a store feedback survey from the survey tab in MetroCare
- 9.How much does a customer have to pay to refill the minutes for the Select Shared Calling feature?
- A.
$3.00 Remove and add the feature again
- B.
$5.00
- C.
The CSR can refill the minutes once per billing cycle at no charge using the Data Usage link
- D.
The customer can not refill the Select Shared Calling minutes
- 10.Before completing an adjustment on a customers account the CSR should?Select all that apply.
- A.
Verify the adjustment with a Supervisor
- B.
Verify they are using the proper adjustment using the ASAP Adjustment Codes Job Aid in MetroCare
- C.
Nothing if the credit is under $5.00
- D.
Use the Waive Charge link under Billing Inquires> Financial Transaction History> Get> Waive Charge> Submit
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