Billing
The number of reprinted statements a customer may request without needing Supervisor approval
What are 5
The service options that an Internet-Only customer can add to view cable TV channels over the internet, without having to add a cable box to their account
What are Spectrum TV Stream & TV Choice
Set the Agenda & take Ownership of the call
What is part of step 1, Engage with the Customer
True or False
The Privacy Opt-Out Option is to prevent past due customers from receiving collection calls, after payment arrangements have been made
What is False
3 Channel options for the Call Center TV's to on
What are Spectrum News, Sports Events, or
The adjustment type and applicable amount when a customer requests a credit, due to a tech arriving late for an installation appointment
What is an On-Time Guarantee (OTG)
for the amount of $20
Name the 2 Mobile data plans we offer
What are By the Gig (BtG) and Unlimited
Provide a Value Statement & WiiFM
What is step 3, Resolve the Issue
To re-enter the new return date on the additional comment screen (or 33/CM)
What is to update the Seasonal Service, when a customer is returning early
When to use the Conference Call option
When calling the Language Line, to help a customer
An example of an ARM statement response to address a Promo-Roll
A= Acknowledge
R= Response
M= Move the conversation forward
The package bundles we offer under SPP 2.0
What are Single or Double Plays with the option of Voice as an add-on
Effective knowledge & use of tools
What is step 2, Discover the Issue
During order enter, the Work Order Accuracy code 2079 appears
What is when the equipment on the account is incompatible with the services and we need to make arrangements to swap equipment
When working 11am-8pm and you call the VSA line to say that you will arrive 1 hour late to work today
This is the start time you enter into the VSA Line
What is 12pm, when I will be starting my shift
In the call tracker when you note
CCI- requesting credit for 1 week due to Hurricane
What is how to track credits related to Hurricane Florence
Name two valid reasons that a customer can cancel a Seasonal Sports Package, such as MLB
What are a service interruptions, if they are moving out of our service area, Order was made in error, or if the customer is deceased
Move forward & set customer expectations
What is step 4, Capture & Confirm
What this WOA error message means
Cat D does not include if 1A.......
What is an a code issue against Internet service
Make 3 attempts to state your Greeting
Track in the Call Tracker & flag the call
If you see a phone number - make 1 attempt to call back
What is the process to follow when receiving a ghost call/dead-air