Deinstall
These type of deinstalls must be scheduled every time.
What is Fiber?
$200 SD
What do we require if the account/address is not in good standing?
Change the service to the new address
(What thing in GEMS do you select)
What is the Wizard hat
Primary and alternative phone number, address, important information.
What do we verify with the customer
Win-back, Customer Loyalty Credit
How to prevent an account from cancelling.
How do we flag appointments?
Call scheduling
Sending in copy of address or ID.
What is a way to get around the SD?
Which work order do we complete first?
Deinstall
I can take this spot
Green spot
There is a $50 fee for this but can be waived if the customer does this within 30 days.
Downgrade.
We require 30 days to cancel the billing on the account.
What is the 30 day notice.
Do we change the name in GEMS ourselves?
NO
We go here if we can't get the LOS checker to work.
Google Maps
What tab do we find this information on?
•The date the work order was created
•The date the work order was scheduled
•The date the work order was completed
•Account number
•Location and coordinates
•Region (this is our co ops)
•Area- This means what area in our Co Op the customer is, East, South, Southeast, West, North
What is the summary tab
This happens when we install work order is created before we move services for a relocation
What is-we install at the incorrect address.
3 months of undiscounted internet service.
What is EFT's?
•<Caller’s name>, please listen to and confirm the following information regarding changing the responsible party on your account: I am speaking with <caller’s name> and he/she has requested that we transfer the responsibility of account number XXXXXXXXX to <new customer’s name>. There are a few items that I need to discuss with you prior to completing this request. To cancel service TWN Communications requires a 30-day notice, this notice will start today. You will be responsible for any charges up to the date of the name change or until the end of the 30-day notice, whichever comes first. If <new customer’s name> does not complete the name change, we will reach back out to you to schedule a time to pick up the equipment.
• Do you agree with the statement I have just read to you? Do you have any questions?
Withdrawing script
What type of relocations do we perform?
Same site and Standard, where the customer is changing addresses.
This screen will provide all information in regard to the work order type that you have created. This information is passed over to field to complete the work. This is automatically created when you create your work order.
What is the instructions screen
Who called in, what was said, what you did, resolution
What is proper documentation.
Billing::deinstall
Where we assign the ticket!
Contract or $100 activation fee
What is required when we change the name?
HINT: Its a choice between two things.
$50-Less than 10 feet
$100-More than 10 or standard relocation.
Choice of contract extension or fee.
What is the fee/cost for relocations.
Putting the ticket information into the work order and the work order information into the ticket
What is proper documentation
What if we have a call that we don't know what to do on?
Call HD