Trac Jeopardy Jeopardy Template

Premium SMS Refunds	Premium SMS Refunds Escalation Support	Other Items
100 What is the name of the 3rd party vendor handling call, e mail and website support for refund claims? GCG	100 What will active customers be offered? $40 flat credit	100 How would you explain the Consumer Credit Class changes and the benefits for the Customer in less than 60 seconds. Key Points are: Deposits will align across all products. Credit Classes D, H, I and N will have deposits of : Voice: Line 1: $50 Line 2: $30 Lines 3-5: $10 Mobile Internet: Lines 1-2: $20.00 Add on: $250.00
200 What is the date customer notifications started via SMS? July 21	200 If you take an escalation and the customer refuses the credit, what are the next steps? Coach will reinforce flat $40 credit to account. If refused, coach will work with local Solution Center coach and sets customer expectation of callback within 48 hours.	200 How can Customers protect themselves from unauthorized usage? Customers can protect themselves from unauthorized usage by setting up security passwords on their device. They may also use a service such as Mobile Security, FamilyWhere, Lookout Mobile Security, BlackBerry Protect, or Find My iPhone to locate / secure
300 What is the first bill cycle that will be notified through in-bill leaflet? Bill Cycle 20	300 When will GCG transfer to Gen Care? Coach will reinforce flat $40 credit to account. If refused, coach will work with local Solution Center coach and sets customer expectation of callback within 48 hours.
400 How will a former customer receive their refund? Paper Check	400 If the customer requests a refund for a Google Play app purchase, does it qualify? No
500 What types of charges qualify for a refund? 3rd party charges resulting from SMS related features or items that required the customer to send an SMS to opt-in. Examples include Daily horoscopes, weather alerts, quote of the day, etc.	500 If the customer is asking for a refund because their child voted on American Idol via SMS, does it qualify for a refund? No

TRAC Jeopardy

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