CPNI & STAT
Where is the stat tool located?
Dart widgets!
If you dont know where the call should go what article should you use?
Who takes the call!
what is the main tool used for trouble shooting?
Lightspeed
When a customer asks for a credit what tool do you use to see if any are availble?
IBA
what is the proper way to start you call opening?
Hello, thank you for calling optimum..........
What steps for verifcation would you use if the customer has voice and wants to upgrade internet?
account actions, change has voice, upgrade internet
If a customer states a piece of there equiptment was stolen what form should we use?
Lost/Stolen or Damaged Equiptment form
When provisioning a modem do you have to unbrick it?
Yes once provisioned it is a must to unbrick so our customers have internet access.
If a customer has made a payment and it is not showing anywhere on the account, What do you do?
Run iba and fill out a missapplied payment form
When verifying your customer is it mandatory to ask for the address?
Yes one step to properly verifying is to make sure the correct address is on the account.
Who can ask for a credit on the account?
account holder, authorized user, other user
anyone can request a credit for the account
If your having trouble programing a remote is there a document in kdb to help?
Yes, the document is remote control programming (east/west) and it has a document to download that has tv pairing codes for each brand to try.
What area in WHA do you select to provision a Stream box to add it to the account.
Miscellaneous Equiptment
When applying a promotional credit does it appear on the current bill.
No it will appear on the customers next bill
how soon should you collect a call back number?
at the beginning of the call, so just in case you do accidently disconnect from the customer it doesnt hurt your repeat.
Can an authorized User add or upgrade video services to the account?
Yes, as long as they are stat verified with the proper information
does the customer information page in kdb have all the customers basic information in it? (address, phone #, bill ect)
Yes it has all this information and more if u look threw it, it also has ur main form links also for easy access
Will a modem unbrick if it is on the wrong outlet in repair?
No the modem must be on the outlet with the correct internet code.
When a customer wants to reschedule a trouble call what quick link will you select if reschedule appt is greyed out?
You will select the T/C option in ida
Do you need to notate in remedy for every call even if you transfered at the beginning of the call?
yes any interaction with a customer or non customer needs to be documented
Can an authorized user create a primary ID for an account?
No, an authorized user can only make a secondary ID not a primary.
Can you find trouble shooting information in KDB?
Yes, if you select the trouble shooting tab there is alot of very helpful information on equiptment.
Can you provision equiptment if it is not hooked up or offline?
No all equiptment must be hooked up properly and have power to it to be able to provision it
If a customer is calling in wondering when tech will arrive what do you select in IBA?
Appointment Inquiry
what are the main points to the call closing?
Ask if you have answered all there concerns for the call.
recap and give any addition info on changes that uve made
ask if there is any other questions
mention the survey