User:Mlqchua/sandbox

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Thank you for calling Clear. My name is Toni. So that I can help, can I please have the 10 digit phone number of the account?

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ID#:

name:

S.T.A.R.:

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telesales: 877 6764431

A/S: 877 676 4429

IVR: 877 676 4436

VoIP: 877 676 4435

clearwire\nc_mfajardo

Clearwire22

Empower, Clearsky, nims, sherlock, prorate Empower, BOSS, Relicware, CQ =CLEARWIRE TRANSFER NUMBERS= EXT # USE 800# DIAL CODE + #8 50489 Account Services, Retention Transfers (877) 676-4429 01 50491 Tele sales Transfers (877) 676-4431 03 50492 Tech Support URS/CMT/Dual Mode/Speed/Truck Roll (877) 676-4432 04 50493 Tech Support Level 2 Transfers (877) 676-4433 05 50494 Tech Support VoIP Transfers (877) 676-4435 06 50495 Billing IVR Transfers (877) 676-4436 07 50499 DTV UPSELL Transfers (877) 664-1553 08 50498 LIFESHIELD Transfers (888) 448-5844 09 50496 Fraud (888) 870-7286 10 CLEAR Collections (1st Party Reactivations) (866) 387-9977 CLEAR Collections (1st Party 0-14) (866) 388-3503 CLEAR Collections (1st Party 15-30) (866) 388-9320 CLEAR Collections (3rd Party) (800) 221-6850 12 73006 Spanish (888) 888-3113 Updated 10/24/11

= AUX Codes and S.T.A.R. =

Aux0: Logs in after 2 mins

Aux1: Break

Aux2: Lunch

Aux3: Meeting

Aux4: Admin Issues

Aux5: Training

Aux6: Call Back (N/A)

Aux7: Coaching

Aux8: Floorwalk (N/A)

Aux9: Personal Break

=Tools= 1. Relicware -

2. BOSS -

3. PHLO -

4. Empower - https://empower.clearwire.com/index.php?option=com_content&view=frontpage&Itemid=1

5. CQ -

6. NIMS Look-up

System used by the customer

Task the customer called to resolve

Actions you took Result and resolution

=Avaya Number& Password Reset Link=

♥nc_mfajardo♥

♥Clearwire\ncmfajardo♥

avaya: 60648

https:legacy.clearwire.com/iisadmpwd/aexp2b.asp

=DOs and DON'Ts in Handling a Call=


 * Do not discuss religion or religious holidays. Christmas = say "happy Holidays"


 * Do not make comments about a customer's economic status


 * Take your time with wording


 * Don't speak too fast


 * Take the time to make conscious choices about what you are saying


 * It makes a big differences to how you sound to the customer


 * Offer a bill date change


 * Stay focused on their technical skill level and their attitude.

=First Call Resolution= ~Describe First Call Resolution:

1. Why is the customer calling: Ask, Listen and Paraphrase

2. After you've resolved everything, ask again.


 * "Thank you sir. Have I resolved everything for you today?"

=De-Escalation: Learning Objectives=

A. Remove barriers which impact communication

 * Listen to your customer, give them your full attention


 * Do not judge the customer


 * Do not take it personally

- If the customer is upset - it is not on you so remain calm

*Evaluate the customer's level of agitation
- speaking loudly or quickly

- threatening to cancel if we don't fix their issues

- using inappropriate language

- transfer call when: immediately asking for a supervisor:
 * ~de-escalete once, threats to report to an american bureau, looks for an american agent

- demanding free service for previous problems

- refusing to give any helpful information

- making a list of reasons they dislike our service

*How to de-escalate someone?
1. Don't take it personally.

2. Do your research.

3. Do everything you can to resolve it.

Why is it important?

 * Customers may demand unnecessary:

1. credits

2. refunds

3. accessories

4. delas/lower payment rates

5. supervisor escaltions

1. ask probing questions
 * How to take control:

2. focus your questions back on topic

3. listen and wait for your turn to talk - don't interrupt

4. be patient but firm

5. don't let them distract you from the main issue

6. get to the root of the problem

7. use history tools and notes

1. Explain company policies clearly by stating the facts
 * Overcoming Lanuage Barriers: Business Structure Barriers

2. Research your customer's issue

3. Check BOSS history and balance

4. Understand what you are seeing and ask probing questions as needed

5. Eliminate jargon and ambiguous words, be clear and concise

*Phrases that will help you de-escalate:
1. " I would be upset in your situation too. Let's work on getting all of your concerns resolved right now."

2. "I understand why you're upset, but I'd like to help take care of those issues. Let's start with.."

3. "Ok, so I understand that you're upset because.."

4. "I'm so sorry that you've had a bad experience so far. Let me do everything I can to make it right."

*professionalism entails:
1. being corteous, even if the customer isn't

2. saying please and thank you

3. always remaining in control of yourself and the call

*unprofessional habits:
1. calling the customer by their first name unless requested

2. using unfamiliar technical terms or "in-house" jargon

3. chewing gum or eating while on the phone

4. inappropriate (offensive or off-color) jokes

5. cursing or inappropriate language

6. putting the customer on hold repeatedly and unnecessarily

7. talking to co-workers while the customer is on the phone

=RSU - Residential Service Unit=
 * If customer is using motorola devices and want to check the speed of the device, click on "cheetah". If other device, use blueavalanche

=LNP (Local Number Porting)=
 * The ability to transfer either an existing fixed-line or mobile telephone number assigned by a Local Exchange Carrier (LEC) and reassign it to another carrier.

=Customer cannot browse, keep seeing Clear page: VLAN PHLO =Relicware Link= https://careapps.clearwire.com/relic_ware/relic_main.asp

=First day list of calls=

ID#: 5165077387 name: Arleigh Mayers S.T.A.R.: Clearspot not working, Customer is not connected to the internet. The customer can't browse since yesterday. RF issue. Modem is in an office. light is blue and red. repositioned the modem. reprovisioned the device. There's a solid light after reprovision but when cx attemps to browse, there's a blinking red, then green. not stable. submit trouble ticket engineers to check area. 10875416 ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ID#: 2036916661 name: Sharron Wilson S.T.A.R.: add authorized user. Tamika Dingle. She wants to change the service plan from home to mobile. She doesn't want to pay the ETF. Adds service instead. She doesn't want to pay additional $39.99. Tamika calls for a supervisor. Supervisor advised me to transfer call to AS. Supervisor: Faye Pagtalunan vanessa ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ID#: 7186461759 name: Tao Guan S.T.A.R.: cci because device can't be turned on. batterly low then charged it for two days. she wants to replace the device. Cx hanged up. ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ID#:2173209986 name: Kerry Roberts S.T.A.R.: CCI because he's moving to Japan. He wants to cancel the account. Transfered the call to AS. permission from:QCA Ryan Halili jhen ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ID#:4434966818 / 4438816244 name: Jacqueline Gladney S.T.A.R.: CCI have trouble in browsing. VLAN: No connectivity/limited. 4 Flashing lights on the modem. Ubee Refurbished CLEAR 4G Mobile USB. MACID 001D88140FB6. Updated the service address to: 2511 washington blvd, Baltimore, Maryland 21230 (same with billing address) I asked the cx to replug the device from the laptop/ checked for the signal: enough signal. VLAN problem. message on the browser: you have a message from clear: pick a plan/ service not found. Reprovised the device. Signal not consistent. Asked the guest to move around the house and avoid to be near electronic devices. Checked the ticket 10869210. Followed the instruction given by FLCC L3:: bsteadman. Cx can't clear her cookies and cache. I am adviced by OIC: Cynthia Lotero to create a VLAN ticket. Ticket #10876128. IP address: 192.168.1.67 ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ID#: 8067442510 name: Dianne Hargrove S.T.A.R.: CCI asking for the refund/credit of $74.94 for returning an equipment. charge date: 04/09/12 She purchased the device in a Clearstore: RU wireless warehouse in san antonio, texas Phone number found on the receipt: 2104041110 - can't reach/contact this number (warehouse #) Educated the cx that she can call her bank for a dispute or she can ask for the refund from the store. ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ID#: 4044385568 name: Jessica Carter, Mackia S.T.A.R.: cci wants to return modem but haven't received the return label. Adviced the cx to check her email first. ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ID#: 8082807595 name: Chrisley Guerrero S.T.A.R.: wants to make a payment. $66.65. Manually charged his debit card for the remaining balance. Cx also asked for ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ID#: 2183936230 name: julie kemi S.T.A.R.: cci to set up her clear modem for the first time. I adviced the guest to reposition the modem and educated the customer to keep the modem away from electronic devices such as TV. She's using the device to her wi-fi TV. Verified the MAC ID = 00:1D: 88:28:78:80. Reprovised the modem. Customer hanged up. ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥ ♥