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Post-Active Stage (After first bill) (Customer Service (Level 1 (Reso…
Post-Active Stage
(After first bill)
Customer Service
Level 1
Process Payment
Bill Disputes- up to what amoun
t
Update address
Update Payment Details
Send Statement
Bill Products- which particular charges
Who handles High Tolling Dispute
Was this part of training
Plan Details
Reso
TIO threat
What other issues does Reso handle
Who handles AU Rep Request
Still unhappy customers despite resolution given
Reso
Product Specialist
Change of Ownership
**
Plan change- ADSL Mobile PSTN ISDN
-Can't Level 1 do the plan change?
VAS addition- All VAS?
Or is there specific VAS that Prod Specs handle
Account consolidation
Relocation
SIM Activation
Tech Support
PSTN and ADSL TS
Log Faults
Resked Tech Appointment
IPV
All IPV Products
Troubleshooting
Add VAS
Level 2 Complaints
Phone Set Up
POS Dispute
Who handles Manager call if there is no TIO threat
Still unhappy customers despite resolution given
Backbilling
Compensation
Remarks:
Up to what amount can Level 1 handle bill disputes if customer