Troubleshooter
"I would like to Return My Spectrum Equipment "
Equipment Return Tree
Can I get Disney Plus?
Alerts on Dashboard - advised if the customer is eligible
Before troubleshooting can be done, What must be done first ?
Verify Caller - Verify the name and address, or phone number, account number
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 for Misapplied Payment
UCM
What is needed for Authentication
The What and What?
The account holder name and either the security code, security question, security code, voice ID
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 cable box isn't working
VIDEO > EQUIPMENT > EQUIPMENT ISSUES - TROUBLESHOOTING
Where Can I check for T4 time outs?
Troubleshooter click on " Check for T4 timeouts" button
If that fails:
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
Production TRP Goal?
Have to be within .5% +/- of the goal to earn point!
77.7%
I paid my bill on the wrong account
BILLING > BILLING ISSUES > BILLING TREE - MISSING/MISAPPLIED PAYMENTS - TROUBLESHOOTING
Manage AIHW Router
WIN
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 summer"
Who handles this?
We do- IVR
Use the Billing Tab > Comparison tool
I'm having trouble connecting my tv on the other side of my house with the wifi I pay for
INTERNET > Connectivity> Wifi Coverage
How many pods can "123 Main St Apt 88" order?
NONE! MDU's cannot get wifi pods
I want to swap my modem and I want it shipped, do I need to authenticate?
YES, this is a change of service-
SAM-
" 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,