Scope of Support
Customer you to disconnect their service
What is warm Transfer to Residential Customer Solutions?
Confirming caller identity at the start of the interaction (minimum level for most account activity)
What is Verification?
I understand how frustrating it can be when there is an unexpected charge on your bill. I will be happy to review your account to make sure everything is correct. Would you mind if I ask a couple of questions so I can pull up your account?
What is an ARM Statement?
The copilot for Identifying the Most Appropriate Troubleshooting Tree for Customer Issues
What is GEN8535?
Provides a snapshot of the customer's reason for contact based on what their Interactive Voice Response (IVR) input and other account information, such as billing or service status
What is the Call Reason tab?
customer contacts you to add a new line of business/service
What is Transfer to Sales - Existing?
Required for any account or billing changes, or when sharing sensitive details like subscription, usage, or PPV
What is Authentication?
Gen2525
What is the Residential Interaction Flow article?
What happens when you try to use the Internet?
How are you accessing the Internet?
Are there any other devices that can connect to the Internet in the home?
What are probing questions?
Displays all billing-related information in an overview section with links to access pages with more detailed information below
What is the Billing Tab?
A customer contacts you to change their services within an existing line of business/service?
What is Keep the call?
Is always performed, even if the system shows pre-authentication (Voice ID, IVR).
What is Verification?
Definitely, Absolutely, Certainly, Best, Great, Always
What are Power Words?
Mr. Waters is having problems streaming content on his tablet and on his smart phone. He is also having problems with webpages loading slowly. He feels that the Internet service is very slow overall. Which Symptom and tree would you choose?
What is Connectivity > Slow Speeds, because Internet service is working, but slowly, and it is not intermittent
Provides general account information, including service status, in an overview section at the top with access to specific diagnostic information and tools below
What is the Repair Tab?
A customer contacts you for help activating a modem after completing self-installation.
What is keep the call?
Voice ID or IVR match o Security Code or Security Questions
One-Time Password o Service order date (new customers)
Callback to primary/Spectrum Voice number
What are Methods of Authentication?
Using the ARM method enables you to demonstrate Communicating with Influence, one of the key focus areas
What is Ownership Framework?
Mrs. Kramer says she doesn't know her WiFi password for her Internet service. Which Symptom/tree would you choose?
What is Internet Services > WiFi Credential Management, because this tree includes questions and steps to help customers with WiFi username and password management
Displays status of recent or open work orders and as well as the products and services to which the customer subscribes
What is the Orders Tab?
A customer asks about an accessibility product, feature, or solution.
What is transfer a customer to Disability Support?
Change Security Code, Change Security Question and/or associated answer(s) Add Authorized Users (AUs)
What are some actions that require the Account Holder (AH) instead of an Authorized User (AU)?
BREAK Model
Gauging your emotional temperature
Emotional playlists
What are EQ skills?
This section of the Repair tab shows all equipment provisioned on the customer's account for each line of business (LOB)
What is The Provisioning section
Search, Clear, & Recent Accounts
Account & Service Location Overview
Relevant Knowledge
Resolution, Notes & Interaction
What is the Right Rail?