Embedded Files
Hey Tier 2! In this place, you are going to find all that you need!
MATERIAL TO EDUCATE AGENTS
FINAL_Unify System Training - 11-13 - CP.pptxUpdates
Tier 2 Device Incident Process Updated Again Until Further Notice
This is for Coaches/Tier 2 ONLY - not for Tier 1.
Good morning, everyone!
Please follow the below additional policy change for device incidents UNTIL FURTHER NOTICE:
BUT then – go ahead and create an invoice to replace the damaged device using the same Special Handset Replacement product IDs recently provided.
We still want to ask for photos, and we still want to note on the templates if the customer will send the photos etc. per the usual process. The change is that we are NOT going to make the customer wait for a replacement to be sent while we wait for pictures at this point in time.
This bullet point still applies as well.
These instructions are not going to change:
“As always, the email with all details should still be immediately sent to Customer Experience – as soon as the invoice is created. Email should include invoice #.
Also – if the customer needs to be overnighted for an extenuating reason – please include that in the email as well.”
We need an email sent immdiately after the invoice is created as the warehouse waits on Nerissa/me to give further instruction for these device ncident cases.
Any questions – please let me know.
Vr's due to not being able to confirm the shipping address.
We are seeing VRs where a customer does not have a valid shipping address to receive a device in order to retain them.
This is not a reason to cancel someone’s account. We do have the Walgreen’s option.
If a customer does NOT have a permanent address (i.e. in a shelter, or hotel) and/or has a shipping address that we can’t validate here in the US (not including Puerto Rico) – they should be asked if they have a valid ID and if so, asked if they can provide the name and address of the Walgreen’s closest to them that has a FedEx counter inside the store.
If we see a VR due to address, or your team sees a VR due to address – if the notes on the account DO NOT indicate that the customer was offered the Walgreens option – it must be put back into call back status.
As all of you take the calls if a customer wants to cancel due to a device related issue for Retention – everyone should be properly noting the account in detail – including if the address is an issue in sending a new device - that the customer was offered the option of sending to a Walgreen’s near them – for pickup with ID.
If whomever is working the VRs does NOT see this noted on the escalation and in the comments – then the VR should NOT be done at that point. It should be put into Call Back status – so we can attempt to contact the customer within the 24 hour/I business day VR rule.
Good afternoon, Coaches and Tier 2, (This is ONLY for Coaches and Tier 2 – NOT to be distributed to Tier 1)
Delayed Enrollment Top Up Update:
Effective Immediately, we are going to stop providing a special data top up for “ Lifeline + ACP Delayed Enrollment” customers. This means that we will remove the following two “Delayed Enrollment Top Ups” from Tier 2 Catalyst permissions later today:
Therefore, effective immediately:
If Tier 1 transfers a Lifeline ONLY customer to Tier 2/Coaches asking for more data since they enrolled in “Lifeline + ACP Delayed Enrollment”, the following script MUST be used:
“When ACP stopped allowing new people to sign up, StandUp gave unlimited data to help, and hopefully enroll people in ACP in the future. Unfortunately, Congress has not funded the program and it's running out of money. We will still try to enroll you in ACP if that changes. We will text you and upgrade your rate plan if that happens. But, we can't keep giving unlimited data forever without getting reimbursed for it. However, we do have top ups that you can purchase if you need additional data before your next reload date.”
And then, if the customer asks about top ups, please provide them with the top up options available to them, and either have them purchase while on the phone at that time if interested, and/or let them know they can also purchase at their convenience via MyAccount.
Please let me know if any questions.
FW: For Tier 2/Coaches ONLY - Delayed Enrollment Service Settings Update
This is an external email originating from outside of Foundever; do not click links or open attachments unless you know the content is safe.
THIS UPDATE IS FOR COACHES AND TIER 2 ONLY REGARDING SERVICE SETTING FOR LIFELINE + DELAYED ENROLLMENT CUSTOMERS
This first part of the process has not changed. You will be able to determine if a customer IS a Lifeline + Delayed Enrollment customer by looking at the service settings – where it reads “ACP Opt in Yes or No”.
Once the customer enrolls in Lifeline + Delayed enrollment – the initial status in the “ACP Opt in Yes or No” field will be a “Y”.
However, StandUp Wireless IT has created an automated process where on a regular schedule, they will take all of the customers with a “Y” and try to enroll them into ACP now, so they don’t have to wait until when/if the ACP enrollment freeze ends.
Those that go through this extra step AND HAVE an active ACP benefit with another service provider can successfully be transferred to StandUp Wireless once this process runs. Those customers will then have an ACP:AP status on their account and they don’t have to wait for ACP to be added back to their account when/if the ACP enrollment freeze ends. The service setting for a customer in this specific situation will have the service setting changed from a “Y” to “E”. “E” means “Enrolled” now in ACP.
Those that go through this extra step AND DO NOT HAVE an active ACP benefit with anther service provider cannot have ACP added to their account when this process runs. They WILL have to wait to add ACP when/if the ACP enrollment freeze ends. The service setting for a customer in this specific situation will have the service setting changed from a “Y” to an “EF”. “EF” means “Enrollment into ACP Failed”.
Therefore, to summarize there may NOW be 3 different indicators in the ACP Opt in Yes or No field – along with the date to indicate this is a Lifeline + Delayed Enrollment customer:
A “Y” which means “Yes”, the customer opted in for delayed enrollment. If by chance the customer runs out of data before we can run the special process – the customer may be issued the special delayed enrollment data top ups per the policy.
An “E” which means the customer opted in for delayed enrollment and the special IT process to try to enroll them into ACP was successful. The customer had an active ACP benefit with another service provider, so we could transfer their ACP into StandUp. This customer doesn’t have to wait for when/if the ACP enrollment freeze ends. In Catalyst, this customer’s ACP status should read ACP:AP. This customer becomes a true LL + ACP combo customer. Therefore, this customer should NOT be issued the special delayed enrollment data top ups.
An “EF” which means the customer opted in for delayed enrollment and our special IT process to try to enroll them into ACP failed. They failed because they do not have an active ACP benefit with another provider. These customers remain a Lifeline ONLY customer. Since the customer signed up for delayed enrollment as well as Lifeline – the special delayed enrollment date top ups may be issued to these customers per the policy.
This screenshot below has been revised as well. Now it shows that in order to issue the special Delayed Enrollment 20 GBS of data bonus top up – the ACP Opt n Yes or No service setting needs to have a “Y” OR and “EF” in the appropriate field.
Two new Product IDs for Tier 2 and Tier 3 (SUW Customer Experience Team)
Good evening everyone! (This is for Tier 2 ONLY)
We have added two more Product IDS for Tier 2 and Tier 3’s visibility ONLY.
Courtesy Handset Replacement HD65+ = anytime a customer reports that their HD65+ phone turned off and will not turn back on, will not hold a charge, etc. –any issue(s) that are not able to be resolved through Troubleshooting (in or out of warranty), just as we did with the HD65 – we will go ahead and replace that device using this new Product ID. Also, just like with the HD65 -the customer MUST be informed that they will receive a prepaid shipping label in the box with the new device, and we will need them to return the HD65+ back to our warehouse.
HD65+ device issues should NO LONGER be submitted as Part Replacement Escalations now that we have this new Product ID for Coaches/Tier 2 to use – just like the HD65.
Courtesy Handset Lifeline OOW – This is NOT for Tier 2 USE. This is ONLY to be used by Tier 3 – SUW Customer Experience Team.
Tier 2 Device Incident Process until further notice
Good afternoon all…. THIS IS FOR COACHES/TIER 2 ONLY
With regard to the “Deactivation Policy”……
Until further notice – Coaches/Tier 2 – please create an invoice while you have the Device Incident customer on the phone as stated in the policy.
However -Until Further Notice - Please use the “Special Handset Replacement for Handset or Tablet depending on device that had the incident. Disregard that it says– Tier 3 ONLY – and use it any way.
As always, the email with all details should still be immediately sent to Customer Experience – as soon as the invoice is created. Email should include invoice #.
Update regarding Retention Program and Temporary ACP Replacement Policy Product IDs to create invoices
Coaches/Tier 2 – this update will apply to all of you for the Retention Program.
V Care team – this update will apply to all of you for the Replacement Policy calls that you are handling.
Coaches/Tier 2 – for the Retention Program – as you know, you use the following Product IDs to create an invoice – depending on whether a phone or a tablet:
V Care Team – as you know, starting today, for the ACP Replacement Policy, you are using the following Product IDs to create the invoice - depending on whether a phone or a tablet:
Currently, both “B Stock tablet” for the Retention Program , and “Replacement Policy Tablet” for the Replacement Policy Program – will send the customer a “like new” refurbished tablet – and we MUST continue to make the customer aware of that before creating the invoice. This will not change.
Currently, both “Retention Handset” for the Retention Program and “Replacement Policy Phone” for the Replacement Policy – will let the warehouse know to send the customer a “brand new” phone.
THIS WILL CHANGE STARTNG TOMORROW.
Effective tomorrow morning: - 2/15/24
Coaches/Tier 2 when issuing a Retention Handset
V Care Team when issuing a “ Replacement Policy Phone”
The following script MUST be used:
“As a one-time courtesy, we will send you a like new, industry certified device, with a report to validate that the phone has been tested and is fully functional".
If the customer agrees, then proceed with creating the invoice as always, after the customer agreeing to confirm service.
Important to Note: As soon as I receive a screenshot of what the device report looks like that will be placed in the box and shipped with the phone, I will share with all of you.
For Tier 2/Coaches ONLY - StandUp Wireless Updates now that the ACP Enrollment Freeze is in place
As I keep saying – things keep changing as required by these new processes.
Have another update after Nerissa and I met with IT today about the Delayed Enrollment 20 GBs Top Up NOT automatically being applied to all accounts as it should. Some accounts automatically have this bonus of 20 GBs added and some do not. It is related to a timing issue that IT is aware of and are working to quickly correct.
However, until that issue is resolved, we have a temporary work around process for all of you.
If a customer is escalated to you because they signed up for Lifeline + Delayed Enrollment and they ran out of data because the BONUS 20 GBs at 256 were not automatically added to the account, you now have the ability to add this 20 GBs of data to the customers account with NO NEED to open an escalation OR send an email to Cindy/Nerissa – as mentioned in this morning’s update.
BUT – before you issue the special Delayed Enrollment 20 GBs of data – you MUST do the following to make sure the customer is eligible for this 20 GBs bonus top up.
Must check to see if there is already an invoice on the account for the 20 GBs Delayed Enrollment top up. If so, it would look like the screenshot example below. If you see an invoice like this you MAY NOT issue another 20 GBs of data – if they run out – you will issue the 10 GBs Delayed Enrollment top up. If no invoice for the 20 GBs, and they do show a “Y” in the service settings as shown above, then you MAY proceed in issuing the customer the 20 GBs of data – as long as the customer’s data balance is 0.
IF the customer meets the criteria for you to issue this 20 GB Delayed Enrollment top up – then the comment on the account must contain all details – including Data balance was 0, Service Settings showed Delayed Enrollment customer, and there was no invoice for the 20 GBs already on the account.
Again, as mentioned above this is a temporary process until the known issue is resolved. At that point, this 20 GBs Delayed Enrollment top up will no longer be visible – as the top up will be added automatically for all accounts.
As you all know, today starts the FCC ACP freeze for new enrollments. This means if someone DOES NOT have the ACP benefit today, they will not be able to apply for ACP. If Congress refunds the program, and the FCC lifts the freeze, consumers will once again be able to apply for the ACP benefit.
However, the FCC is still allowing customers the option to transfer their active ACP benefit from one service provider to another. This is why StandUp Wireless has started a new marketing campaign for customers to “Switch” meaning transfer/change/bring their ACP benefit from another service provider to StandUp Wireless.
Our website has been updated to reflect this new “SWITCH” campaign. If the customer is still eligible for their ACP one-time discounted tablet, they may still purchase one for $10.01 if they bring their ACP benefit back to StandUp.
The customer must also live in an area where StandUp can provide ACP services.
If a consumer contacts Customer Care and asks if they can transfer their ACP benefit to StandUp Wireless, the answer is “YES” they can by going to the StandUp Wireless website to do so.
Online Enrollment for Brand New Customers or Transfer In Customers:
Combo Rate Plan Selected:
If a brand new customer selects to enroll in Lifeline + ACP Combo – they will see this message below informing them to go back and select Lifeline only. If they are a transfer in Lifeline + ACP customer they can continue with the process and if successfully transferred back will receive a free phone.
ACP ONLY Rate Plan Selected
If a brand new customer selects that they want to enroll in ACP ONLY – they will see this message below informing them they cannot sign up for ACP at this time. If they are a transfer in ACP ONLY customer they can continue with the process and if successfully transferred back will receive a free phone.
Lifeline ONLY -
A brand new customer may sign up for Lifeline Only. This process and online screens remain the same. If approved for ALL states including California, will receive a free SIM Kit.
Important Notes:
A brand new customer may also apply for Lifeline ONLY at this time through the StandUp Wireless website as well. Those customers will continue to receive a “SIM Kit” only.
If a customer comes back to StandUp Wireless through the Win Back Program, and they have an ACP:AP benefit on their account, and call to ask for a free phone since they saw the offer for “transferred” customers on our StandUp Wireless website – they MUST be transferred to a Supervisor for assistance.
Tier 2/Coaches – Keep in mind for ANY Win Back customers – if they request a free phone, they MUST be/have been a StandUp Wireless ACP customer for more than 3 months to qualify for a free device.
Nothing will change for customers that transfer in their ACP benefit to StandUp Wireless online – the Combo will have unlimited Talk, Text and 10GBs of High Speed Data (unless in a state that has a better “free” plan as usual).
The ACP ONLY will have unlimited Talk, Text and 5GBS of High Sped data (unless in a state that has a better “free” plan as usual).
IN PERSON ENROLLMENT UPDATE:
The Enrollment Representatives at In-Person events will now have these flyers advertising the same – SWITCHING their ACP TO StandUp Wireless.
At an In Person Event with the Enrollment Representative:
Existing ACP ONLY customer with another provider – Can transfer their current ACP ONLY benefit to StandUp Wireless (unlimited talk, text and 5GBs High Speed data – unless they live in a state with a better free plan they will be on that plan) from another provider. Upon approval – the customer will receive a Free Phone and if eligible can purchase a tablet for $10.01.
Exsting Lifeline + ACP Combo customer with another provider – Can transfer their current Combo Plan to StandUp Wireless (unlimited talk, text, and 10GBs High Speed data – unless they live in a state with a better free plan they will be on that plan) from another provider. Upon approval, the customer will receive a Free Phone and if eligible can purchase a tablet for $10.01.
Brand New Customer – Can apply for Lifeline ONLY – and will receive a free SIM KIT upon approval. In California – Lifeline ONLY approved customers will receive a free phone.
Brand New Customer – MAY NOT apply for ACP only at this time due to FCC ACP Freeze.
Brand New Customer - Can apply for the Lifeline + ACP “Combo” Plan – where Lifeline benefit is active upon approval AND a customer signs up for ACP Delayed Enrollment so they will have the ACP benefit added if/when the ACP Program is refunded and the ACP Program continues. These customers will receive a Free Phone at the event if approved. If the program is refunded, the ACP benefit will automatically be added to their rate plan and account. StandUp Wireless will send out notices to customers with information on how to purchase their discounted tablet – if eligible – and IF still part of the ACP program.
This “specific” Lifeline + Delayed Enrolled customer will also get a “special” bonus for enrolling in this plan. Once they use up the allotted Lifeline 4.5GBs ( or whatever amount of High-Speed data their Lifeline plan offers) of data on their Lifeline Only rate plan – they will automatically be given a data top up of 20GBs of data at 256 kbps. When this special top up is automatically issued, there will be a comment on the customer’s account in Catalyst that will read “Your monthly Lifeline data has been used. If Congress refunds ACP, you will be enrolled so we added Unlimited low speed data until next month to THANK YOU!”
The Lifeline + ACP Delayed Enrollment option is NOT AVAILABLE for online enrollment on our StandUp Wireless website. This is ONLY an option at an In-Person event with an Enrollment Representative.
Tier 1: If this specific customer then uses up all of that 20GBs of data, they will have to contact Customer Care. If the Lifeline ONLY customer calls in and reports they are out of data before their next reload date, they are to be transferred to a Supervisor for Further Assistance.
Coaches/Tier 2: Aside from the top up comment on the account, the ONLY other to determine if a customer enrolled in the “Lifeline + Delayed Enrollment ACP plan” is to look at the Service Settings in Catalyst. If so, you will see a “Y” under the ACP OPT IN field.
If you see that the customer was issued the automatic top up and they ran out of data before their next reload date, then the are to be issued this new Top Up in Catalyst. This new top up of 10 GBs will be at 128 kbps :
There is no longer a need to escalate to Catalyst Support to remove top-up balances.
This information is not for CARE Tier 1 reps. Feel free to let me know if you have any questions about this change.
RE: Change in Process: Refunding Top-ups
For Tier 2, Coaches, and Tier 3 only
We have an update in Catalyst, which makes refunding top-ups easier. If a customer requests a refund for a top-up, Tier 2 will reverse the transaction or Reverse Invoice line Items in Catalyst if it is granted. The top-up balance will automatically be removed in 1-2 minutes from the customer voice, text, and data balance. Once the account is refreshed, the Invoice Refund and PWG Information comments will show on the account, confirming both processes.
Invoice refund comment:
As with the regular ACP Data Replenishment Top Up – this MUST only be given when the data balance is 0 and the notes on the account must specifically state that as well. This will NOT be available for Tier 1 representatives.
Important Note: If a call is transferred to a Supervisor and the account is out of data and shows NO additional bonus of 20GBs of data was automatically added for the special top up – please open an ACP Related Escalation. Also – until further notice, please email Cindy and Nerissa directly with all details.
PWG Information comment:
This information is for Tier 2 ONLY:
The Service Setting description for 3 settings in Catalyst have been updated to now show UNIFY if the customer enrolled through UNIFY: (see screenshot below)
Agent is equivalent to CGM Agent
Agent Code is equivalent to CGM Agent Code
3, Application Id – Order Number is equivalent to CGM Application ID
Unify Training - EOD Report - Day 1
If a cx who is NOT from the state of Ohio applies through the website, will they receive a free phone even if they are eligible for the tablet?
If a cx from Ohio applies through Unify and says they don't want the tablet but rather the free phone, what expectation or what could we tell them?
If a cx applies via paper/email application or with an enrollment representative and they are not from Ohio, should they also be informed that it is not safe for them to receive a free phone?
Does the promotional code that the cx receives for $30 off upon approval have an expiration date?
UNIFY is only going to be used at this moment for the state of Ohio. If a consumer applies for benefits with SUW and they do NOT live in Ohio – then a free phone may be an option depending upon which benefit they sign up for with no change as to how it is done today through CGM. From this point forward, customers will have to be directed to put their zip code in on our website to see which offers they are eligible for in their area as we are going to expand UNIFY to other states in the future. Reps can no longer just tell a customer when they will or will not be eligible for a free phone.
UNIFY customers do NOT have a choice between a free phone and the option to purchase a tablet for $10.01 if eligible. Through UNIFY – the ONLY customer who will have the option of a FREE phone or SIM card kit (for BYOD) is a customer who signs up for BOTH Lifeline + ACP and they are NOT eligible for a tablet for $10.01.
If a customer who does not meet the above criteria asks for a free phone since their enrollment ONLY offered a SIM card kit ONLY or choice between a SIM card kit or option to purchase a discounted tablet if eligible - the reps need to let them know we are not offering free phones for enrollments. But, they should have received an “activate” your service email upon approval that also contained a promo code Welcome30 to give them $30 off of a new phone purchased through their My Account only.
Paper applications submitted via US Mail/Email will still be approved ONLY through CGM – and NOT UNIFY.
Therefore, customers who are approved via a paper application will be eligible for the same offers as they have today : Combo (LL + ACP) = free Phone. ACP Only = free Phone. Lifeline = SIM Kit +WELCOME30 Promo Code would get them a $30 discount to purchase a phone via My Account. The ONLY thing the reps really need to know is paper application customers who reside in a UNIFY state will still be approved by CGM – but the customers don’t need to know this.
No Customers should be told which platform their approval is going through.
The Promo Code Welcome30 for $30 off a free phone does NOT have an expiration date.
Overall Important Note:
It is very important to stress to the reps that NO customers should be told which platform their approval is going through. This information is for internal use ONLY.
Date of the update 11/15/2023
Caoches/Tier 2 Callback and Follow up Procedures and Timeframes
SMS Text Message Template:
Hello _________
This message is from ______, a StandUp Wireless Supervisor. I will attempt to call you within the next ______ minutes. The caller ID will read 1-800-544-4441. I look forward to speaking with you shortly.
Email Template:
Good _________ (morning, afternoon, evening),
This is _________(first name) a Supervisor for StandUp Wireless Customer Care. I am trying to reach you to assist you with your recently reported StandUp Wireless account issue.
Please provide the best contact telephone number, day, and time to reach you between the hours of _____ and _________ Eastern Time.
When I call, please keep in mind that the caller ID will read as follows 1-800-544-4441, which is the StandUp Wireless Customer Care toll free number.
I look forward to speaking with you.
Regards,
_________ (first name)
StandUp Wireless Customer Care Supervisor
Important to Note : Subject should read: Email from Supervisor at StandUp Wireless Customer Care
Any NLAD errors in CGM (including Validation and SAC errors) need to be investigated here by escalating to me/Nerissa/Customer Experience - first before referring a customer to the National Verifier.
Additionally, the “unable to transfer same SAC” means something has gone wrong internally. USAC is essentially saying “SUW can’t enroll/transfer this person because they are already enrolled in the SUW NLAD database.”
So, if the representatives ever ask you about a new error message in CGM that they/you never seen before, please escalate that to me and my team first via email - to investigate internally before asking the customer to go to the National Verifier.
Date of the update 12/202/2022
Interim Process for customer who need to change personal information
Effective Immediately:
Interim process for Customers who need to change personal information.
Tier 1 –If a customer contacts us and indicates that they need to change/correct the following personal information on their account:
Social Security Number
Date of Birth
Name
Address - Moving to another state
Please transfer that customer to the Supervisor queue for further assistance. (No longer request that the customer send in proof of change to lldocs.)
Tier 2 :
Explain the process to the customer. You will have to VR their benefit(s) and provide them with 30 days of free service to give them time to reapply and be approved – using the script already provided to Tier 2/Supervisors. Aso, during the interaction – important to be sure to tell the customer they may reapply after 2 business days.
Open a Escalation while customer is on the phone - including what information needs to be corrected/changed. And specifically, also state in the escalation that the Customer has been informed that ALL benefit(s) with StandUp will be cancelled (Vrd) and they will be given 30 days of free service to give them time to reapply.
Tier 3:
Tier 3 will review this escalation category queue and submit the VR + request for an additional 30 days of free service to Cat Support.
Once completed, Tier 3 will close the escalation.
We need to let them know we are unable to change their personal information, that they will have to change it by reapplying with the correct information.
We will assist them by giving them 30 days of service, so their service is not interrupted during this reapplication process.
Once they are approved again, if they want to retain their old StandUp Wireless phone number, we can port that number over to their new account, as long as their old account is still active.
Please follow the process, and verbiage below when contacting each person – using the Contact Number on the escalation.
First, apologize for the inconvenience and inform the customer of the following:
California:
“Unfortunately, USAC and California do not allow us to change your personal information, therefore we will need to cancel your service(s) so you can reapply with the correct information..
Non-California:
“Unfortunately, USAC and the National Verifier do not allow us to change your personal information, therefore we will need to cancel your service(s) so you can reapply with the correct information..
Then proceed with….
However, in order to assist you with no service disruption while going through the reapplication process, we will do the following:
Again, we will de-enroll you (in other words cancel) your program benefit(s), so that you can reapply. When you reapply, be sure to reapply with your updated or corrected information.
(Important Note: If the customer should ask, the purpose of de-enrolling (canceling the benefits) is so they may reapply with the correct information without causing a duplicate error during the re-application process.)
· We will add 30 days of free service to your account while you go through this process so as to not disrupt your service in any way.
You will have 30 days to re-apply for service. Therefore, the sooner you reapply the better! You may reapply after waiting just 2 business days.
When you reapply with us, depending upon what service(s) you reapply for - you will receive a new SIM card, or you could even possibly receive a new phone. Please visit our StandUp Wireless website for more information.
Once you are approved with us again AND you receive your new SIM or device, all you have to do is contact us again. At that point, we can port your old StandUp Wireless phone number over to your new account, as long as your old account is still active, so that your StandUp Wireless phone number will not need to change.
If you DO NOT reapply and get approved within the next 30 days, OR if you DO NOT purchase a top up within the next 30 days to keep your account active, you will lose your StandUp Wireless service(s).
Once the customer understands and agrees to this, please note that + contact date in the two new fields added to the Customer Care PII tab on the Application Tracker.
Customer Experience will check this tracker throughout the day, and then send the appropriate requests to Catalyst Support to VR the benefit(s) and add 30 days of free service at the same time.
Important Note: If customer refuses to allow us to cancel, please let them know in order to retain benefits all of their personal information needs to be correct, and this is the ONLY way to correct their information.
If customer still refuses- then escalate the customer with all details including what information is incorrect to Customer Experience via email.
The customer’s account must also be noted with the date that the customer was contacted and informed their benefits would be cancelled so they can reapply with the corrected information, and that we will give them 30 days of free service in order to not disrupt service as they go through the reapplication process.
Please let me know if any questions, before starting to contact these customers.
This process will continue for these escalations until further notice. Therefore, as Nerissa adds customers to this list, it will be up to Tier 2 to contact the customer per the instructions above.
Review of Catalyst Product IDs for Invoice Creation for Tier 2 and Coaches ONLY
Coaches and Tier 2!
Please see the descriptions below of when to use the various Product IDs in Catalyst when creating a customer’s invoice
Lifeline Handset – should be used for all handset in-warranty replacements, exploding handsets, and any customer in First Call Required (FC) asking to cancel service. Warehouse will send a brand-new phone.
ACP Tablet – should be used for all tablet in-warranty replacements and exploding tablets. Warehouse will send a brand-new tablet.
Reshipped Handset – If an in-warranty (includes new/B stock devices as they have the same 90-day warranty) handset is lost/stolen/damaged during shipping or received damaged handset from an Enrollment Representative. This is ONLY to be used on an exception basis if approved by Customer Experience. Warehouse will send new or ONLY as an exception B stock upon request from CX - whatever the customer was sent originally.
Reshipped Tablet – If an in-warranty (includes new/B stock as they have the same 90-day warranty) tablet is lost/stolen/damaged during shipping or received damaged tablet from an Enrollment Representative. This is ONLY to be used on an exception basis if approved by Customer Experience. Warehouse will send new or ONLY as an exception B stock upon request from CX- whatever the customer was sent originally.
Retention Handset – If the customer wants to cancel their service because of a device-related issue, we can offer them a retention handset if they agree to maintain their service via “Confirmation of Service“ methods . (Warehouse will send a brand-new phone) This invoice ONLY to be created if the customer agrees to “Confirm Service” which MUST be noted on the account as well.
B-Stock Tablets – Otherwise known as a "refurbished" tablet (in like new condition) replaces damaged tablets for the Retention Program– ONLY to be used for customers who have previously purchased a tablet. Warehouse will send a B Stock tablet. Customers in First Call (FC) required are NOT eligible for a B-Stock tablet or ANY tablet. This invoice ONLY to be created if the customer agrees to “Confirm Service” which must be noted on the account as well.
Retention Tablet – This Item ID is NOT to be used by Customer Care because we will send B-stock tablets as “Retention” devices if the situation applies.
B-Stock Handset – We can offer a customer a B-stock handset when the handset device is out-of-warranty, including physically damaged phones returned to the warehouse. This is ONLY to be used on an exception basis if approved by Customer Experience. Warehouse will send a B stock device.
IMPORTANT TO NOTE: Customer Care will NEVER use the “Promotion” product ID’s listed in Catalyst.
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