The document provides examples of customer inquiries and identifies the appropriate level for each inquiry, with three levels ranging from general to specific. For inquiries about addressing changes, bill charges, inability to make calls, invoice reprints, bill cycle dates, upgrade eligibility, amount due, better rate plans, messaging issues, app refunds, voicemail issues, adding family members to a plan, and contract end dates, the document matches each example to the corresponding level 1, 2, or 3 category.

1. CLARIFY LEVEL
EXPLORATION
Use Clarify to find the correct level needs for each call example
below...
● “Can you please change my address?
level 1:Subscriber Maintenance
level 2:Subscriber information inquiry or charges
level 3:Address change -Subscriber
● “I have a question about a charge on my bill!”
level 1: Bill and Payments
level 2: Mobile Content or charges
level 3: Mobile Content or charges
● “My phone isn’t working - it won’t make or receive calls!”
level 1: Technical or troubleshooting
level 2: Cannot make or receive calls
level 3: Cannot make calls
● “Can you please send my a new copy of my invoice?”
level 1: Bill and payments
level 2: Bill/invoice inquiry
level 3: Bill Reprints
● “When does my bill cycle end?”
level 1: Account Level
level 2: Account Information
level 3: Bill cycle date
● “I think it’s time to order a new phone - can you help me?”
level 1: Equipment
level 2: Equipment elegibility inquiry
level 3: Upgrade elegibility check

2. ● “What is the amount due on my current invoice?”
level 1: Bill and payments
level 2: Bill/ invoice inquiry
level 3: Bill review
● “Can you tell me if there is a better rate plan for my needs?”
level 1: Plan and Features
level 2: Rate plan
level 3: Rate plan
● “My text messages are not getting through to my friends!”
level 1: Technical or Troubleshooting
level 2: Cannot send or receive messages
level 3: Cannot send mms messages
● “I purchased an app on my phone but it never loaded - I would like a
credit!”
level 1: Bill and Payments
level 2: Refunds
level 3: Credit refund
● “I can’t figure out how to check my voicemail...”
level 1: Technical or Troubleshooting
level 2: Voicemail issue
level 3: Voicemail issue
● “I would like to add my Daughter to my Family Talk plan”
level 1: Plan and feature
level 2: Rate plan
level 3: Group rate plan
● “When does my contract end?”
level 1: Bill and Payment
level 2: Bill/Invoice Inquiry
level 3: Bill formal explanationVoicemail issue