| Name That JE | JE 25 | To JE or Not To JE | JE 33 & JE 30 | JE Process |
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B- What is JE 33
A customer calls to disconnect their services and has been transferred to Loyalty Care. We need to charge them half of the 30-day disconnect. We process the disconnection for 30 days out.
This is the JE we would use for the 15-day credit: A- What is JE |
B- What is educate her that we cannot provide a credit for lost wages or revenue and inform her of our SOHO business packaging and provide a one-day service adjustment
Christina is upset due to a full service outage in her area that lasted four hours. It affected her ability to answer her business emails, and she lost out on closing a sale. She is looking for compensation to make up for her missed sales opportunity:
A- |
C- What is advise John that he can watch Survivor episodes on demand through Shaw On Demand or the Global Go app. No JE required
After troubleshooting and booking a service call to resolve a pixilation issue with his recording of Survivor from a few nights ago, John demands a week’s worth of credit:
A- What is advise John that this happens all the time and that there’s nothing we |
C- What is advise Susan we are always happy and willing to help her with any issue, 24 hours a day. However, we need her to contact us as soon as possible in the event she experiences any service issues. That way, we can address the problem and track when
Susan calls in to let us know that her Shaw phone has not been working for two weeks. After troubleshooting, we determine that an unplugged DPT caused the issue. This is the first time Susan has called in regarding the issue, and she is demanding a two-we
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A- What is the time period the credit was applied for, why we credited the customer for the service and any other special notes that apply to the scenario
These details should be provided when processing a JC or JE.
A- What is the time period the credit was applied for, why we credited the customer for the service and any other special notes that apply to the scenario B- What is copy and paste the notes |
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A- What is a credit for anything that is not service-related, but rather a JE for compensation in order to “make it right”
This is the definition of a We Care Gesture (JE 33):
A- What is a credit for anything that is not service-related, but rather a JE for compensation in order to “make it right” B- What is a credit for when you want to include the cost of taxes without ha |
A- What is provide a one-time, one-month credit of the rental PVR cost ($10) by performing a JE 25
Jamil’s rental PVR had been unusable for the past month until a service call resolved the issue. Although his three other HD boxes have been functioning normally, Jamil requests a one-month credit for his TV service:
A- What is provide a one-time, one-mo |
C- What is empathize with her and reschedule the work order to the next available date without providing a JE credit
We would do the following if a customer was upset that she missed her appointment because she was not home during the scheduled appointment window:
A- What is provide a flat $25.00 We Care JE 33 credit to show the customer that we appreciate her business |
C- What is advise Mr. Smith that we will initiate the process to get the promotion added to his account (submit a grandfathered code request via Remedy) and follow up with him as soon as the adjustment is complete.
Mr. Smith’s first bill did not accurately reflect his three-month promotional offer. You see that the previous sales rep noted the promotion in the account’s NS notes. The CBS codes for the promotion have expired and you can’t find a similar promotional c
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A- What is a credit applied to a customer’s account that is applicable for an offer on a Shaw product or service
A- What is a credit applied to a customer’s account that is applicable for an offer on a Shaw product or service B- What is a credit applie
This is the definition of a Promotional Discount (JE 30):
A- What is a credit applied to a customer’s account that is applicable for an offer on a Shaw product or service B- What is a credit applied to discount the promotional price of equipment C- Wha |
B- What is work with George to agree upon a more appropriate JE 25 credit based on the circumstances, following the JE approval guidelines
George has had ongoing issues with his Gateway for a month. It took multiple service calls to resolve the issues. George lost a day of work and would like a month’s worth of credit for all three of his services:
A- What is tell George the most you could |
A- What is empathize with Mrs. Adams and take the time to find the right package for her. Confirm Mrs. Adams completely understands her channel lineup and services before ending the call
Mrs. Adams lost access to some of her family’s favorite channels after an agent switched around her TV packaging and is now seeking a credit:
A- What is empathize with Mrs. Adams and take the time to find the right package for her. Confirm Mrs. Adams com |
A- What is provide the JC for five days of Internet service and agree upon further compensation—a one-time $25 JE 33 We Care Gesture—to show the customer we truly care
Larry has had intermittent issues with his Internet for a few weeks now, adding up to a total of five days without service. After multiple service calls, we determined it to be a Shaw issue outside his home, and it has since been repaired. We have already
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A- What is a credit used to apply a billing adjustment that cannot be applied through the Journal Entry Calculator (JC)
A- What is a credit used to apply a billing adjustment that cannot be applied through the Journal Entry Calculator (JC) B- What is t
This is the definition of a Service Adjustment Credit (JE 25):
A- What is a credit used to apply a billing adjustment that cannot be applied through the Journal Entry Calculator (JC) B- What is the credit used to correct incorrect charges for specific s |
B- What is negotiate a more appropriate JE 25 credit based on the circumstances referring to the JE approval guidelines
Mrs. Dupont has been experiencing intermittent Phone service for two weeks and is now asking for a credit. She would also like to be compensated for the time she spent waiting on hold as she had to pay for cellphone minutes:
A- What is tell Mrs. Dupont t |
B- What is advise Mr. Han that we can provide a one-time only Shaw on Demand coupon so that he can enjoy another movie of his choice on us.
Mr. Han didn’t like a Shaw On Demand movie he ordered and stopped watching it after 10 minutes. He was then surprised to see a charge for it on his invoice, as he only watched the movie for 10 minutes. He insists that we credit the charge. We see he has
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A- What is process a JE 33 We Care for one month of phone features to show him we care
Larry has had intermittent issues with his Internet for a few weeks now, adding up to a total of five days without service. After multiple service calls, we determined it to be a Shaw issue outside his home, and it has since been repaired. We have already
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C- What is a JC using the appropriate transaction type
This is used when we need to adjust the charges for a customer’s current service for a specific time period. It will calculate the daily rate of each service currently on the customer’s account so we can accurately apply the appropriate credit:
A- What i |
B- What is empathize with Josephine, and guide her towards our extensive VOD library, in order to find the episode she missed
Josephine missed the season finale of Singing with the Chefs due to an area-wide outage. She says she is “tired of these ongoing issues at Shaw,” and would like a month’s credit for her troubles:
A- What is JE 25 an entire month’s credit to make up for J |
C- What is advise her that as the challenge only affected the Filipino Channel we would be happy to provide a five week credit for the channel. Afterwards, offer to review her packaging to help meet her needs
Rosalinda is a Premier TV customer that has been experiencing heavy pixilation on The Filipino Channel for the past five weeks. We see this documented on her account alongside multiple service calls. Now that the issue is resolved, Rosalinda is requesting
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C- What are the taxes PST/GST
A JE 30 automatically calculates this for you:
A- What is the reason for the credit B- What are the dates of the promotion C- What are the taxes PST/GST |
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