AUTHENTICATION AND VERIFICATION
INFORMATION WE NEED FOR ACCOUNT VERIFICATION
IVR MATCHED: FULL NAME AND FULL SERVICE ADDRESS
NOT IVR MATCHED: FULL NAME, FULL SERVICE ADDRES, AND PHONE NUMBER ON THE ACCOUNT OR ACCOUNT NUMBER
WHAT ARE THE SERVICES THAT WE, AS CSG REPAIR, TROUBLESHOOT WITH CUSTOMERS
VIDEO, INTERNET, VOICE
WHAT REASON CODE(S) WOULD YOU ENTER FOR PLACING A MODEM ORDER?
S7 - EASY CONNECT
SA - SALES BY INBOUND
WHAT IS THE WRENCH/SCREW DRIVER BUTTON CALLED?
ORDER WORKFLOW
WHAT SECTION IN THE CSG SUMMARY PAGE WILL SCHEDULED TECHNICIAN APPOINTMENTS BE LOCATED?
ORDERS/PENDING ORDERS
FOUR MAIN TYPES OF INFORMATION USED TO AUTHENTICATE AN ACCOUNT
1. SECURITY CODE
2. SECURITY QUESTION
3. PIN NUMBER
4. ONE TIME CODE (SECURITY TOKEN)
WHEN CHECKING THE MODEM'S SIGNALS AND HISTORY, WHAT TWO TYPES OF INFORMATION DO YOU NEED TO LOCATE IN SCOPE?
SIGNAL LEVELS (GREEN GOOD, RED BAD)
LOGS - T3 AND T4 ERRORS
WHEN SELECTING THE DEVICE ORDERING SELECTIONS, WHAT BUTTON DO YOU HIT TO MOVE ON TO THE NEXT TAB WITHIN THE SCREEN?
NEXT DECISION
WHAT REASON CODE WOULD YOU ENTER FOR UPGRADING A CUSTOMERS INTERNET PACKAGE FROM SPECTRUM INTERNET TO SPECTRUM INTERNET ULTRA?
XT - NO TRUCK
WHAT IS THE SLA PERIOD WHEN DECIDING WHETHER OR NOT TO SUBMIT AN ETD FOR AN APPOINTMENT OUTSIDE OF THE SLA QUOTA?
SAME DAY PLUS TWO DAYS
(OUTSIDE OF TODAY, TOMORROW AND THE NEXT DAY)
CUSTOMER CHATS IN REQUESTING TO UPGRADE THEIR SERVICES
AUTHENTICATION (VERIFY BUTTON)
WHAT ARE SOME EXAMPLES OF PROBING QUESTIONS YOU WOULD ASK FOR "CANNOT CONNECT" TROUBLESHOOTING?
*WHAT COLORS ARE THE LIGHTS ON THE MODEM
*ARE THE LIGHTS BLINKING OR SOLID
*HAVE YOU ALREADY TRIED TO RESET THE MODEM
*ARE ANY OF THE CORDS OR CABLES DAMAGED OR LOOSE
*IS THE MODEM SHUTTING OFF ON IT'S OWN OR OVERHEATING
WHAT STEPS WOULD YOU COMPLETE TO GET TO THE MODEM OR RECEIVER ORDERING SCREEN IN CSG?
*ORDER WORKFLOW (WRENCH AND SCREW DRIVER)
*CHANGE OF SERVICE (LAUNCH)
*STANDARD RATES TAB
*HOME SHIP ONLY OFFER (TOP SELECTION)
WHAT BUTTON/FUNCTION DO YOU PERFORM TO GET TO THE ORDER DETAIL SCREEN
CLICK NEXT THREE TIMES
WHAT REASON CODE WOULD YOU SELECT IF A CUSTOMER IS WANTING TO RESCHEDULE THEIR TECHNICIAN APPONTMENT
CUST REQ (CUSTOMER REQUEST)
CUSTOMER CHATS IN ASKING ABOUT PACKAGES AND PRICING OF OTHER SERVICES (IE: INTERNET PACKAGES, VIDEO PACKAGES, VOICE PACKAGES)
SIMPLE ACCOUNT VERIFICATION (FULL NAME AND FULL SERVICE ADDRESS) (PHONE NUMBER OR ACCOUNT NUMBER IF NOT IVR MATCHED)
CUSTOMER CHATS IN ABOUT ISSUES WITH THEIR VIEWING THEIR CHANNELS IN THE SPECTRUM TV APP, WHAT TROUBLESHOOTING TAB DO YOU USE
INTERNET TAB
**INTERNET SERVICES>SPECTRUM TV APP
WHAT SELECTIONS CAN YOU MAKE IN ORDERING EQUIPMENT FOR A TRANSFER OF SERVICES?
TRICK QUESTION
WE DO NOT DEAL WITH TRANSFER OF SERVICES! IF THEY NEED TO TRANSFER SERVICES OR NEED EQUIPMENT RELATED TO TRANSFER OF SERVICES SEND THEM TO SALES.
ONCE IN ORDER WORKFLOW AND CHANGE OF SERVICES, WHAT IS YOUR NEXT SELECTION TO UPGRADE OR DOWNGRADE A CUSTOMERS TV PACKAGE?
(UNDER CURRENT SERVICES SECTION)
*CLICK ON CUSTOMERS TV PACKAGE (IE: TV SELECT, TV SILVER, TV GOLD)
(ARROW DOWN UNTIL YOU SEE MODIFY)
*CLICK MODIFY TO PROCEED
HOW WOULD YOU CANCEL A CUSTOMERS TECHNICIAN APPOINTMENT IF REQUESTED IN CSG?
AUTHORIZED USER CHATS IN TO CHANGE THE SECURITY CODE ON THE ACCOUNT
NONE - THIS CHANGE CAN ONLY BE MADE BY THE ACCOUNT HOLDER
HOW WOULD YOU PROPERLY TROUBLESHOOT A CUSTOMERS INTERNET ISSUES IF THEY ARE NOT HOME?
*WE DO NOT TROUBLESHOOT IF THE CUSTOMER IS NOT HOME WITH THE EQUIPMENT.
*PROVIDE SELF HELP INFORMATION (EHH)
*ENCOURAGE CUSTOMER TO CHAT BACK IN FOR TROUBLESHOOTING ONCE HOME WITH EQUIPMENT
WHAT INFORMATION DO WE ENTER WHEN FINALIZING A RECIEVER MAIL OUT ORDER IN ORDER DETAILS TAB?
*CUSTOMER NAME
*0 (CAMPAIGN CODE)
*99999 (SALES REP CODE)
*S7/SA (REASON CODE)
WHEN UPGRADING A CUSTOMER TO SPECTRUM INTERNET GIG, WHAT ORDER CODE WOULD YOU ENTER IN THE ORDER DETAILS SCREEN? WHY?
S7 OR SA
BECAUSE GIG REQUIRES AN EQUIPMENT UPGRADE
**BONUS QUESTION**
NAME AT LEAST 3-5 OF THE ETD (ESCALATE TO DISPATCH) TYPES IN UCM
DOUBLE POINTS IF YOU CAN NAME ALL OF THEM
*CUSTOMER MISSED APPOINTMENT
*WORK NOT COMPLETED
*ALL SERVICES OUT
*DROP BURY
*HAZARDOUS/SAFETY SITUATION
*MEDICAL EMERGENCY
*NO DIAL TONE - NO ALTERNATE PHONE
*QUOTA NOT AVAILABLE WITHIN SLA
*TC CANCELLED/RESCHEDULED - NOT INITIATED BY CUSTOMER
*TECHNICIAN MISSED APPOINTMENT