This ES Discussion Quiz from 11\/26\/16 evaluates knowledge on customer service procedures for CSRs at a telecom company, focusing on handling dealer inquiries, technical issues with Alcatel Fierce 4, and escalation processes for service outages.
True
False
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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
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When the customer requests
When a customer files a complaint
Never, No exceptions
Only the Dealer Support Group (DSG) can call stores
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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
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Customer Service Representatives
Dealer support Group members
Corporate only
None of the above
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1
10
50
100
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$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
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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
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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
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