Equipment
How does the customer get the receiver off their bill?
What is "Return to a Spectrum store or to a UPS store".
If a customer has an amount in the "Past due" balance can they add Sports View to their account?
What is "No"
If a customer is deceased, Who can I talk to about the account?
If the customer is in a bundled promotion and wants to change their video service what will happen?
What is they will loose their current promotion.
If a customer is in a "soft disco" how long can it take after they make the payment for their services to come back on?
What is it can take up to an hour.
What kind of video equipment does a customer need to stream?
What is NONE. Side note they can have a XUMO box (not required though) but not a receiver.
If a customer wants to cancel their service what are some things we should advise before we transfer to a specialist to try and avoid the transfer?
What is we advise of the MSS provider, the date of their cycle ending, value of the services they have.
If the customer's spouse who is not on the account calls in to make a payment are they able to?
What is Yes, as long as they can verify into the account and are using a payment method on file.
If a customer calls in and says they saw an advertisement for a lower rate how do we handle that call?
What is we would advise them that those offers are for new customers. What we can do is see what we can do to lower your bill.
Where would we look to see what the customer's payments and balance after their payment.
What is the Payments and Balances button in the Billing profile AKA "Brenda's favorite button"
Customer recently cancelled their service and returned the equipment at the UPS store yesterday. How long can it take for us to show the return?
What is up to 2 weeks.
A customer calls in that shows a soft disco date and says they can pay 3 days after that date and they have a really sad story what do we do?
What is advise that the payment does need to be received before the Soft Disco date for their service to remain active on that date.
BONUS Who is the best Progress Partner
Who is Brenda and Summer
When a customer has Promos on their account and we have a rate increase how does that effect their promotions?
What is it doesn't. If they are guaranteed a certain rate we would raise the price of the service and increase their promotion to cover that raise.
Where do we look to see if a customer can get a specific channel?
What is we look at the SET tab in the Tools tab.
If a customer says they returned the equipment years ago and we are still charging for it what do we do? BONUS do we credit for the whole time?
What is We would complete a UCM ticket for equipment research.
BONUS we have a 60 day dispute policy.
When there is an upcoming change to the customer's account where is the most common place they will be notified?
What is on their statement under the "Important News" section.
Can an authorized user change the tv package on an account?
What is yes they can.
Customer calls in and ask to be transferred to Retention because they want a better promotion do we transfer.
What is no, we tell them they have the area they need.
If a customer calls and says we took a payment out of their bank account but they do no have Spectrum services what to we advise the customer?
What is after we have verified that they have no services and have not made a payment on someone else's bill that they contact their bank to dispute the payment.
Customer calls in and says their service isn't working. How do you handle the call?
Verify the account is current and not soft or hard disco. Check for outage; if those don't apply ask the customer if they have reset the equipment. If so, then verify the customer is at home and transfer to tech.
Where can we find the mailing address for a customer to mail in their payment?
Where is the PDF version of the statement on the first page.
Can an authorized user add other people to the account?
What is no, only the account holder can add or remove people from the account
If a customer wants to be put on BASIC only video and keep the internet, what do we tell the customer about their promotions?
What is they will loose all promotions on the account.
How can we look to see what was discussed during a call if the rep did not note the account?
What is the Interactions tab. We can see the system notes on the account as well as any email confirmations sent to the customer.