Policy and procedure

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Author:
Swayze
ID:
61911
Filename:
Policy and procedure
Updated:
2011-01-25 09:54:39
Tags:
P{olicy Procedure
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Description:
Policy and Procedure
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  1. What are acceptable forms of ID to start service with At&t?
    A) Drivers License, US Passport, State ID Alien registration card or Military ID
    B) Photo id, chang of address from DMV
    C) Library card, credit card
    A) Drivers License, US Passport, State ID Alien registration card or Military ID
    (this multiple choice question has been scrambled)
  2. True or False
    An authorized user on an account who is under 18 can upgrade an account?
    False, the customer must be 18 to sign a contract
  3. When a customer activates service and is not satisfied returns the equipment how do we assist in canceling their service?
    A) tell them to call customer care
    B) call customer care with the customer in the store so car can speak to the customer and verify they are canceling service.
    C) Call customer care for them
    B) call customer care with the customer in the store so car can speak to the customer and verify they are canceling service.
    (this multiple choice question has been scrambled)
  4. If a customer is eligable for an upgrade and wants to transfer the service to a different user what is the proper way to help with this.
    A) upgrade the customer than have them transfer the service
    B) explain that the number will not be eligeable for an upgrade for 60 after the transfer of service; if the account hilder is there upgrade than advise them to transfer the service
    C) have them transfer the service than do the upgrade
    B) explain that the number will not be eligeable for an upgrade for 60 after the transfer of service; if the account hilder is there upgrade than advise them to transfer the service
    (this multiple choice question has been scrambled)
  5. If a customer returns equipment after upgrading in your store what is the next step to ensure the customer is able to upgrade at a later date?
    A) call the Halifax no install team and leave a message and the upgrade will be reversed in 3-5 buisness days
    B) have your at&t rep reverse the upgrade
    C) call customer care
    D) have the customer call customer care
    A) call the Halifax no install team and leave a message
    (this multiple choice question has been scrambled)
  6. Which of the following are authorized users not allowed to preform?
    A) Cancel service
    B) Number change
    C) Request a reprint of the bill
    D) Change the Account password
    C) only account holders are allowesd to request a reprint of their bill
    (this multiple choice question has been scrambled)
  7. How do customers with a discount for where they work get their discount applied?
    A) go to www.wireless.att.com/discounts and follow the directions
    B) call customer care
    C) go to an At&t corperate store with their work ID
    D) either b or c
    D)
    (this multiple choice question has been scrambled)
  8. What is the best way to check coverage for At&t?
    A) There is an application in the itunes app store
    B) go to www.wireless.att.com/coverageviewer
    C) just tell your customers At&t has 97% pf the population covered
    B) coverageviewer is an accurate way to determine coverage
    (this multiple choice question has been scrambled)
  9. True or False
    A customer comes in to your store and wants to upgrade his wifes phone, he is not listed on the account but has the last 4 of her social. He can upgrade the phone.
    False. If the customer is not an authorized user we can not help.
  10. How do you change a customer from a prepaid to a postpaid account?
    A) call credit and activations
    B) we cant do that.
    C) call customer care
    D) use PDC2 and click the change account link
    D) use PDC2 and click the change account link
    (this multiple choice question has been scrambled)

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