Champs Quizz
Champs Quizz: Test Your Knowledge!
Welcome to the Champs Quizz! This engaging quiz is designed to test your understanding of account verification and customer service procedures at TELUS. Are you ready to prove your knowledge?
Here’s what to expect:
- 10 thought-provoking questions
- Multiple choice and checkbox formats
- Enhance your customer service skills
How many questions should we ask an authorized user to verify the account?
3 security questions
2 security questions
Only the account holder can answer 3 security questions
Two security questions as long as they are the SIN and DL#
The 1.5% Credit Card Processing Fee is a rate increase that will affect all TELUS customers
Correct - all clients will get a 1.5% increase on their bill
Incorrect - the 1.5% CC processing fee will only impact one time credit card payments
Incorrect - the credit card processing fee will only impact MOB customers
Correct - the 1.5% is a rate increase that will affect all clients with PAP Credit
If a client wants to make a payment over the phone we should transfer the call to CAM or LNR
True
False
Select all that apply - What are the 4 steps on Above & Beyond?
Listen and retain
Check for satisfaction
Finalize with survey
Value conversation
Recap
Respectful hold technique
TELUS Rewards
Self serve
The customer is looking to have their modem relocated - who should handle this call?
Only TS can dispatch for modem relocation
Only LNR can dispatch for modem relocation
TS, LNR and CXSS can all dispatch to relocate equipment, the call should not be transferred.
Only ETS can dispatch for equipment relocation
The authorized user can only access the account with the 4-digit PIN
True
False
Select three benefits the client gets by using MyTELUS online account
Redeem TELUS Rewards Points
Add/Update Pre-Authorized payments
Change their WI-FI password
Cancel an order
Cancel their home phone service
The customer is calling to reschedule an appointment - what should you do?
Rebook the order on CSR / omni
Try to guide the client on mytelus online to rebook via self serve - if the client declines, then rebook manually if possible
Contact dispatch to reschedule the order
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