NBN

[MP4]

Hi,

Can you please further educate me on handling NBN calls ? the order was processed online, customer recieved the online order reference number however i was not able to pull it out of Siebel , basically i cannot answer a single question about NBN and i felt i am not helpful enough for our customer and i felt like i just wasted customer's time. I dont mean to know the whole process pretty much i am from FOH , there mere fact that i will be atleast able to connect customer to right person from Telstra would ease me from worrying next time.

Thank you so much for added info guys , much appreciated

TSOFOH

[ProfessorPhone · Accepted solution]

Hello, I think you may be in the wrong place for an internal procedural issue.

This website is for customers, and questions mainly answered by non-staff.

Regards

Professor Phone

I'm not a Telstra employee. I have been a mobile subscriber since 1963.

If my advice has been helpful, a Kudo "tick" would be most appreciated.

If my advice has solved your problem, please also mark it as a Solution.

[DrQ · Accepted solution]

Hey MP4,

Welcome to Crowd Support, this is a Telstra open forum and is mainly a customer to customer support discussion, there are moderators who are Telstra staff, however they might not be able to help much here regarding Siebel and its numerous limitations... If you are not in an NBN team and are having trouble helping a customer, your best bet is to contact your manager/floor support or to warm transfer the customer to the NBN team found in KnowWho or in RetailLive.