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Champs Quizz

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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

10 Questions2 MinutesCreated by EngagingExpert423

Enter your first name (:

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

What are the conditions to be able to redeem TELUS Rewards Perks?

The account must NOT be on treatment

Have two or more TELUS products

Subscribe to internet

Pay the bill online only

Have Satellite TV

Have your mytelus account profile created

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