Ate Reg

ESCALATION TEMPLATES PROMO ESCA: CHAT ID EIP ID BAN LINE C2 DOC PROMO CODE ( Sample T711/P009 ) BRIEF ESCALATION DETAILS (Include details on trade in if promo requires) MDU Unlock (Postpaid)
Chat ID: Name: Mobile number: Ban: Email:
IMEI:
Make and model:
Reason: KEEP AND SWITCH REBATE ESCA BAN BAN NAME LINE BILLING ADDRESS EMAIL ADDRESS

Get details from prev carrier: Agreement Number Purchased Date Device balance Device make and model Old Carrier IR FORMAT TYPE OF INCIDENT: (Choose from the ff) Using profanity Hanging up on customers including completing transfers when no expectations were set for the transfers / CHAT CLOSED Laughing at or mocking customers Missed callback commitment Failure to make important account changes, resulting in negative customer impact Making account change without customer's permission. Refusal to escalate Gaming/delaying resolution Creating follow up to defer resolution Misuse of systems and tools Abandoned interaction SITE NUMBER: Date and Time in Memo or LiveEngage: Name of Employee/Employees involved: Conversation ID (Incident): Driver: (Choose from the ff) AAL Accessories Account Maintenance Cancel An Account Or Msisdn Credits And Adjustments Data Troubleshooting Device Exchange Device Hardware Issues Device Or Account Activation Device Software Issues Escalation Or Complaint Fraud Home Internet How To Use Device (Walkthrough) Mobile Broadband / MI Network Or Coverage (Signal Issue) Order Status/Issue Payment Payment Arrangement Phone Protection Solutions Promotion Inquiry/Dispute Rate Plan Or Plan Fit Analysis Return Device Review Bill Unlock Device Upgrade Device Website Navigation Other MSISDN or BAN: Description of the Incident: Steps taken to address the issue: Document missed to utilize:

Bill Reprint (PDF copy) Chat ID: Account number: Cycle Close Date of the bill(s) asked for: Reason for the escalated/exception request: Customer email address on file 30 days or more (if asked for PDF sent via email):

BTA REQUEST BAN: MSISDN: Device make and model:
Shipping method: Upgrade type: Waiving the shipping fee: Waive upgrade support fee: Reason for BTA: Shipping address: Email address: Notification (via email or text): BTA in full price or EIP:

ADJUSTMENT Approval Template: Chat ID: BAN: Amount: Adjustment Reason: Code to be used: Valid adjustment (Y/N): Proactive/Reactive Credit? Used code it right tool?

CANCELLATION Request Template: Convo. ID: BAN: MSISDN: Lines to be cancelled: Cancellation Reason: What kind of 1st Save Attempt Done?: This is not answerable by Y/N What kind of 2nd Save Attempt Done?: This is not answerable by Y/N