Call Handling
What should you do if notice it is a NPD?
What is verify and then offer them payments number advise them it is billing
When do we have to file a fresh desk ticket?
What is every call?
The tab is broad hub you can see the phone ports
What is the telephone tab down let toll bar?
Where can you check the head end for an account?
What is little house account level?
Customer is calling complaining about HBO is not working, you notice it is not on the account what should you do?
What is offer to get them to sales?
When you notice open tickets in the system what should you do?
What is work them?
What tab should you direct a customer to if they want to view their bill?
What is my account?
Tab where you can refresh equipment in broad hub
What is the equipment tab on left toll bar?
What is Alianza?
What is phone system?
What must you do before you make any changed to the customers vm in Alianza?
What is verify?
What field have to be filled in before a ticket will allow you to close it?
What is all the ones marked in red?
Where can you view the live tv guide?
Under what's on, Tv-listings?
Where can you refresh WHG in broad hub?
What is you can't?
What tab in broadhub can you see if they have an online account?
What is cloud with the keys?
What is a great thing to do when you have a screaming upset customer?
What is emphasize stay calm
If you see a sales ticket or billing ticket that was assigned to technical support what should you do?
What is assign to customer care?
True or False
You can look up a specific program for a customer to see what time it is on
What is true?
What does it mean if there is a yellow triangle on the envelope tab in broad hub?
What is open ticket?
What is the best way to look an account up in broad hub?
What is Account number?
People are genuinely nice but have bad days, and calling the cable company was probably not on their agenda for the day so what should we always do?
What is be Nice?
What can you never ask for over fresh desk from a customer?
What is pin?
What tab can a customer view their channel line up?
What is What's on channel line up?
What tab can you view the packaging on a account in broad hub?
What is the package tab?
What is MDU account?
Means that it is a bulk account generally apartments or nursing home. But there are others.