What Troubleshooter Flow?
"I would like to Return My Spectrum Equipment "
Equipment Return Tree
I need to turn on port forwarding
WIN TOOL
Who can receive basic troubleshooting?- What must be done first ?
Verified Caller - Verify the name and address
Attendance Goal ?
How can I achieve this?
100%
-Communicate needs
-Plan ahead -and save PTO
- Improve performance for an opportunity to WFH ( many benefits)
My internet goes out multiple times a day
INTERMITTENCY - TROUBLESHOOTING
What tool do I use regarding Misapplied Payment?
UCM
If there is no match from the IVR or VOICE ID -
What information is needed for the verification.
Ask for the following:
Then validate (1) of the following not used in the search:
FCR
What should I provide before the call ends? What does it consist of?
RECAP
Go over reason of the call, the resolution and a self service/ehh - close the call with Spectrum branding!
My internet drops when I go to the basement of my home.
Internet > Connectivity > Wifi Coverage
Where Can I check for T4 timeouts? ( a few ways)
Scope> Logs> Search
Agent OS ( Modem Question mark)
I want to change the billing address
Do I verify and authenticate- Is this a AH or AU allowed?
Account Maintenance - AH ONLY
TRP Goal?
78-80%
I see a black screen on my cable box
Video Services > Black/ NO screen
I need to manage a Spectrum Provided AWG (wifi)
Scope> Manage Devices
I want my IP address- How would you handle this ?
We CANNOT provide this information over the phone whether they are authenticated or not - They can use the MSA.
Transfer
" I want to know why my bill has went up $46 from last last month"
Who handles this? and What tool do we have at our disposal?
We do- IVR
Billing Tab > Comparison tool
I am having troubles with navigating my Spectrum Tv app - I am getting an error message I never seen before.
Internet >Internet Services > Advanced Streaming
How many pods can "123 Main St Apt 88" order?
NONE! MDU's cannot get wifi pods
I want to swap my modem, do I need to authenticate?
YES
SAM-
Customer calls in: " I've had three techs, and your company can't seem to fix the issue, this is causing me to miss work?"
What is needed?
An acknowledgment statement is used to acknowledge a customer's concerns, feelings, or issues. It typically involves expressing empathy, understanding, or gratitude and serves to validate the customer's experience. When a customer has an issue with a company, they want the company to be aware of it.
Acknowledges the reason of the call, a Response with Ownership and confidence, you to Move on with your probing questions/ troubleshooting,