Effective Communication
&
De-escalation
ECR Case Types
Anatomy of Columbo
ECR Role
&
Responsibilities
Misc.
100

What is the disclaimer?

Good Afternoon Mr. Smith, My name is _____. I am calling you from Comcast Executive Office regarding you billing concern. This call may be monitored or recorded. For more information about our privacy practices, go to https://www.xfinity.com/privacy

100

Regulatory includes what agencies - name 2

FCC

BBB

PUC

AG

100

Where can you find the "customer complaint" details?

in the case worklog and/or as an attachment

100

What code should you phone be in except when you are in break or lunch?

"Auto In"

100

What is "Pending on"

case actively being worked.
200

When should the call disclaimer be used?

on every call (incoming and outgoing)

200

What is the SLA of a general case?

4 days

200

where do you add your contact attempt?

customer tab >> actions >> add contact

200

What are the initial contact times on a general case?

Created before 3pm same day

Created after 3pm next day by 12pm

*Best practice*

200

What is "incomplete"

Corporate determines that additional information/action is needed on your case.

300

Word choice: instead of saying "No", what is an alternative that you can use?

what I can do is...

maybe we can consider...

300

What is the SLA of an Executive Case

3 days

300

For a regulatory case, where would you be able to find the serve and due date information?

In the "Regulatory Tab" 

Note: only appears in a regulatory case.

300

What are the initial contact requirements?

3 consecutive attempts on three different days must be made: using all resources available.

300
what is the recommended next action format?

xx/xx – CA3 2nd attempt

Serves as an at a glance of the date, state and time difference, and intended action

400

what are 2 traits of "The Executive" customer type and 2 best practices for handling these types of customers?

Traits/characteristics: don't care what it takes - get it done attitude. They want results. Enjoy the conversation of wits.

Handling: listen, be patient, acknowledge without validation. Flattery/compliment them on their knowledge. Do not challenge, instead converse with them. 

400

What is the SLA of a Regulatory Agency

Depends on the agency. 

Read the case requirements - see also the Regulatory Tab.

400

Where do you find the "ticket correction" options? 

Case actions

400

What is the initial contact time of an Executive case?

within 2 hours of the receipt of the email

*note: assure that your ticket is updated once it's received through columbo as this is going to be what tracks in your metrics.

400

What is the difference between a Dual v Task tickets?

Dual assignments are cases (not tickets) and requires the partnering team to resolve the case with the same level of detail that is required for you to resolve your portion.


Tasks: Like Dual Cases, but with a slight difference.

Updates to TA tickets will be found in the worklog and do not require the resolution details or drop-down selections.

500

Be empowered: are you expected to de-escalate a customer situation?

Yes. You are expected to be the determining factor, within reason and discretion, be factual, and firm but kind.
500

What is the difference between an ESLi and a ESL? When should they be used?

ESLI - Inquiry tickets which serve as a "quick hit" not intended for ongoing customer support like a ESL case.

Use at your discretion considering the intended purposes of each. Ongoing support needed, create a ticket. One touch to resolve, create a ESLi.

500

Where are you able to see dual/task ickets?

Task tab

"Dual cases assigned to me"

500

Name 2 of the teams that we partner with through Columbo.

CSA – Comcast Security Assurance

XM – Xfinity Mobile

XH – Xfinity Home

NETS PCO (also has an ECM chat for Escalations)

IE – Internet Essentials (also assists with ACP)

500

When can a backdate request be submitted?

Only after the case has been closed.