AT&T M&P Survey

This survey contains a list of the AT&T Methods and Procedures. Kindly go through the list and grade your knowledge of the items accordingly. You may use the scale below:

4 – Very Knowledgeable
3 – Knowledgeable
2 – Familiar
1 – Not Familiar

The objective of this survey is to identify which chapter/s of Methods and Procedures we need to do a re-training on. Your assistance is greatly appreciated!
Name: 


A red asterisk (*) indicates required questions.

  1. I am knowledgeable of the process/procedures for Chapter 1: Accessory Requests and Information.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 1 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 2: AT&T Requests and Information.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 2 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 3: Retail Returns, Bulk Sales, Purchase Orders, Government Sales and Tax Exempt Requests.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 3 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 4: Call Flow and Customer Handling.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 4 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 5: Complaint Handling.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 5 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 6: Credits, Returns and Exchanges.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 6 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 7: Customer Commitments.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 7 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 8: Customer Escalations.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 8 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 9: Email Management Guidelines. (For Email-trained agents only.)
    1 2 3 4


  1. Please specify sub-topics under Chapter 9 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 10: Employee Sales Program.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 10 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 11: External Referrals.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 11 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 12: Future Product Information.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 12 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 13: Invoice Requests.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 13 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 14: Internal Referrals.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 14 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 15: Liability Claims (product injury/damage).*
    1 2 3 4


  1. Please specify sub-topics under Chapter 15 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 16: Location Request.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 16 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 17: Parts Requests.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 17 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 18: Product Support.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 18 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 19: Product Replacement Guidelines.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 19 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 20: Product Replacement Claims.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 20 that are not clear to you, if any.*


  1. I am knowledgeable of the process/procedures for Chapter 21: Shipping Charges.*
    1 2 3 4


  1. Please specify sub-topics under Chapter 21 that are not clear to you, if any.*





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