Final Flashcards
(27 cards)
True or False. The CCOB (customers copy of bill) is the copy of the bill you can make adjustments on?
False
Business copy
What is the ETF for Fios?
$230
T or F.
Do you use the call log to transfer calls?
False
What is Verizon’s closing statement?
“Thank you for choosing Verizon, have a wonderful day”
What is the price of the Fios wired Jack?
Can it be broken down into instalments?
How many?
$95
Yes. 3 installments
If a customer calls in and can’t get access to MyVerizon.com what would you do?
Go to the “Repair” tab & reset their password
What steps must you take before applying an adjustment for a customer that has been out of service?
Call tech support & verify the dates the customer was out of service
Why is Aux (5) five used for?
Lunch
Why is Aux (6) six used for?
Break (first 10 mins)
A customer has no dial tone, what do you do?
Go to the “Repair” Tab & troubleshoot
We offer (2) two world plans 300 and 500. In what cases would you backdate the WP 300 or 500?
YOU DONT!
If you credit an account, how long does it take before the credit will appear on the bill?
1 to 2 billing cycles.
When creating an adjustment for Fios TV, what must you enter for the provider code?
FTTP Video
What do the Red, Yellow, and Green mean for adjusting?
Red= Fully Adjusted Yellow= Partially Adjusted Green= Fully Adjustable
Define Greenfield & Overlay.
Greenfield - Freshly laid out Fiber wires
Overlay - Fiber wires are laid out over copper wires
What information can be found in “Voucher Display”? (3)
Approved, Dis-Approved, & Cancelled Credits
How can you apply Cinemax to a customers account if they have the Ultimate TV package?
It’s already included
What are the two (2) time frames of a vacation suspend order? What can you do to put an account on Vacation Suspension?
30 days - 9 months
The customer needs to wait at least 30 days to re-suspend.
Explain. If the customer was out of service from 5/11-5/18 (8 days)and has Freedom Ess $59.99 how much will they need to be refunded?
- 99 \ 30= 1.99
1. 99 * 8= $15.99
T or F
Line Level & Lump Sum are two types of adjustments?
True
T or F
The ETF for premium Tech Support is $80?
,
Name at least 3 surcharges Verizon applies to the bill?
- FUSF(Federal Universal Service Fund)
- SST (state sales tax )
- 911 fee
What are two ways a customer can access their voicemail using FDV?
Dialing:
*86 or
dialing VM (voicemail) access #
What are two scenarios where a Terms of Service are required?
Auto Payment
2 year Agreement
