Customers calling with regard to an outbound call they received about our Q3 Second Chance Offer should not be escalated to AMT

by **BraveAmethyst** 04/09/09, 09:57 am

CUSTOMER CARE COMMUNICATION:
What: Customers calling with regard to an outbound call they received about our Q3 Second Chance Offer should not be escalated to AMT.
When: Effective immediately.
Why: We have seen an increase in escalations of Q3 Second Chance inquiries to the AMT team in Boise. These escalations have negatively affected the customer experience as AMT CSRs cannot add the Second Chance Offer to an account.
How: CSRs should always click the notes tab when customers have questions about the Q3 Second Chance Offer. A note in Rio will indicate account eligibility and other important details.
• If the customer accepted the offer during the outbound call, a second comment will indicate the acceptance date and a phone number for the outbound group
• If the customer rejected the offer during the outbound call but has since changed their mind, a note in Rio will provide a referral phone number
• Calls regarding the Q3 Second Chance Offer should never be escalated to AMT
• CSRs should never apply credit for the Q3 Second Chance Offer
Where: See DORIS for call-handling guidance (path: Promotions & OMS > Other Promotions > Outbound Calls: Q3 2009 National – 2nd Chance Outbound).