Summary

I would greatly appreciate if someone would take a look at this summary I have to send to my boss. I was told by a peer that my wording could be better. Thank you in advance.

ATT-TRAIN~






Good morning to you and your team. I wanted to provide you with a brief summary of the Billing/Resource Workshop training that was delivered to your representatives last week (6/6-6/8). The following was focused on during the training:


Billing:


*Miscellaneous First Bill: provided the knowledge necessary to explain prorated charges of the AT&T bill and to help explain the first bill for AT&T LD, Cingular, AT&T Dish Network, and AT&T Yahoo! High Speed Internet. Job-aids with examples of each products first bill was discussed and given for future reference. The reps were strongly encouraged to use them to assist in explaining these types of charges.


*CPE Billing: this lesson developed the reps billing skills for AT&T Customer Premise Equipment. First bill for CPE charges on the OC&C page was discussed and explained in detail. Installment billing was also explained. Job-aids were given for reference. The ARC was used to show information about CPE charges are available when needed.


*Handling Other Charges and Credits: provided knowledge of processes and resources to assist in the handling of customer's inquires of misc charges & credits. We discussed and took a look at activities that would generate charges on the OC&C pages, i.e. AT&T LD promo price after the promo expires. Job-aid was also given for reference.



Resources:


*Working in ARC: representatives went through lessons (ARC Drills) to provide a "brush-up" on how to use the ARC. We discussed the importance of checking the dates on the ARC pages to ensure that the information they are providing to the customer is up to date information. Other resources that can be used if the ARC information is out of date was discussed as well. All questions and concerns in regards to ARC and how to use it was addressed.


*Working in the SIG: representatives again went through lessons ("Find It" activity, and SIG Resource Tool Job-aid) to provide a "brush-up" on how to use the SIG. Each representative was given a job-aid which outlines each function of the SIG, i.e. AT&T LD recommender. Each tab and what information is provided was discussed and all questions were addressed.

Overall, the workshop was a success. I've received great feed back from your representatives as well as your Coaches. The goal is to improve CEE results to a 70%, if not more. My hope is that this training has provided them with a improved comfort level on explaining bills and using their resources to provide our customers with clearer more concise responses to their needs. Our ultimate goal, in doing this, will, hopefully, allow our CEE results to increase consistently.

If there is anything I haven't addressed please feel free to let me know.