SKILL vs. WILL
Sentiment
WILL: You are 100% in control of your behavior
Who can cancel/restart an account
Account holder only!
Name 3 pieces of information that can never be provided to a customer.
Account Holder Name
Service Address
Telephone Number (exception for new TN, after authenticated TN change)
Email Password (Before Reset)
Authentication Level Information
Bill To Address
Date of Birth
Payment Details (such as Banking or Credit account information)
PIN
Security Code
Spectrum Account Number GEN4067
Email Address
IP Address
MAC Address & Equipment Serial Number
Spectrum.net Username or Password
How long is the SLA for OTL?
3-5 business days
Processing a Change in AOS
SKILL: your will need to be taught to process in AOS
True or False: An authorized user can change and update any information on the account
False:
What employee information can you provide to a customer... she just spoke with an agent that was rude and wants to know his/her name to file a complaint
Absolutely nothing! You can only provide your First Name... Last initial.
What is the managers limit for OTLs?
100
Adherence
WILL: You control arriving on time and taking your breaks and lunch
How many authorized users can be added to an account?
A maximum of four Authorized Users can be added to an account
Disclosing account information in purposely or in error is grounds for termination. True or false
True! You can be terminated for violating company policy.
If you are asking for credit on a disconnected account what needs to be reviewed prior to ticket submission?
no open orders
all equipment returned
no pending credits in future statements
update bill to address
FCR
SKILL: It requires skill to ensure the customers concerns and addressed to prevent a call back.
Person identifies as a Spectrum employee and having difficulty assisting the customer with updating the customer security code... can you assist by verifying the sec code with them?
NO!
You can provide a non auth user outage information! True or False
True! Gen4067
Can we issue credit on Charged OFF accounts or canceled accounts with equipment?
NO!!!
MSS
MSS requires skill to explain to the customer how the change is impacting his current and future costs.
What information can you provide a non-auth user
Pass due amount and balance
True or False: In order to trouble shoot with a Verified call you must authenticate the caller!
False! Verified General Callers can receive basic equipment troubleshooting assistance without Representatives providing or discussing specific account details
How many sick hours do you receive per check?
2 hours