Call Flow
Statement transitioning to Discovery.
What is 'Bridge Statement'
Save PSU or relationship by offering the most aggressive price the customer is eligible.
'What is Final Save'
COS
What is Change of Service
CLU
What is Channel Line Up
PTP
What is Promise to Pay
Upsell, Value, Discount, and Final Save
What is 'Save Tactic'
Max dollars off for a customer with TV Select & Internet on standard rate.
What is $30
ILC
What is Internal Liability Check
DPP
What is Device Payment Plan
MRC
What is Monthly Recurring Charges
Transitioning from discovery to resolution.
What is using a 'linking statement'
Max dollars off a TV Select & Internet Cust on promotion can receive.
What is $50
OCS
What is Offline Customer Support
ECC
What is External Credit Check
I understand your frustration about the internet problem. You have reached the right person to help you. Let me ask you a few questions so I can better assist you.
What is ARM statement
A Video add-on that can be combined with TV Essentials.
What is HBO
DA/DTA
What is Digital Adaptor
ETF
What is Early Termination Fee
NPP
What is New Packaging and Pricing
What I can do to help put money back into your pocket today is.....
What is 'Resolution'
Retention offer that is not available to give under ANY circumstance.
What is Free CDVR + $50 off and/or Free Premium +$20 off.
BCTVS
What is Broadcast TV Surcharge
MCS
What is Mobile Customer Service
SMPP
What is Spectrum Mobile Protection Plan