Effective Communication
&
De-escalation
&
De-escalation
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
Regulatory includes what agencies - name 2
FCC
BBB
PUC
AG
Where can you find the "customer complaint" details?
in the case worklog and/or as an attachment
What code should you phone be in except when you are in break or lunch?
"Auto In"
What is "Pending on"
When should the call disclaimer be used?
on every call (incoming and outgoing)
What is the SLA of a general case?
4 days
where do you add your contact attempt?
customer tab >> actions >> add contact
What are the initial contact times on a general case?
Created before 3pm same day
Created after 3pm next day by 12pm
*Best practice*
What is "incomplete"
Corporate determines that additional information/action is needed on your case.
Word choice: instead of saying "No", what is an alternative that you can use?
what I can do is...
maybe we can consider...
What is the SLA of an Executive Case
3 days
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.
What are the initial contact requirements?
3 consecutive attempts on three different days must be made: using all resources available.
xx/xx – CA3 2nd attempt
Serves as an at a glance of the date, state and time difference, and intended action
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.
What is the SLA of a Regulatory Agency
Depends on the agency.
Read the case requirements - see also the Regulatory Tab.
Where do you find the "ticket correction" options?
Case actions
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.
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.
Be empowered: are you expected to de-escalate a customer situation?
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.
Where are you able to see dual/task ickets?
Task tab
"Dual cases assigned to me"
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)
When can a backdate request be submitted?
Only after the case has been closed.