Potpourri
A form of listening that does not require effort or engagement and often misses the key details.
Passive Listening
Cannot sign in due to too forgetting and entering the wrong password.
Difficulty with Sign In
"I recently signed up for HBO. What is the difference between HBO and HBO Max?"
Account Setup > Inquiries about subscribing
Customer created two accounts because the first one they created had a typo.
Payment/Billing > Multiple Billing Charges > Email had typo
Crystal was getting an error message when signing in with her AT&T account. You helped her get signed in and she does not need any further assistance.
Resolved
Describe what critical thinking means.
Recognize context clues, gather specific info that helps you investigate, ask open-ended questions, think outside the box, analyze a situation in full.
“I have never subscribed to HBO Max before but my card was just charged for a subscription!”
FA/UA Concern
“It says my subscription through AT&T has expired but I know it is active.”
Difficulty with Sign In > Provider related issue
“It says I need to enter this code at a link so I can stream on my PS4 but I don’t have a computer to do that.”
Difficulty with Sign In > TV Code Issue > No secondary device
Billy is getting a VPN error, but basic troubleshooting didn’t work. You collect his ISP and IP address and add to case comments.
Unresolved
A form of listening that requires concentration, critical thinking, showing interest, and being intentional and curious.
Active Listening
A customer says they want to cancel an account because someone used their email to sign up.
FA/UA Concern
“I’m trying to create an account but it says I’m out of the service area.”
Account Setup > Error at Account Setup
“Why do I see It's a Sin on my kids profile? This is not okay."
Programming Issues > Technical Content Issue > Age inappropriate
Cora wanted to cancel her Xfinity account because she finished The White Lotus. You convinced her to keep it and stream Hacks next.
Resolved
Why are you asked to disposition every interaction?
So we understand and track customer concerns and their experience, Have an accurate paper trail and documentation of contact history, We are the voice of the customer and the representative of WarnerMedia, We tell the customer’s story: both individually and collectively, Identify pain points in the product experience, Collect good and back feedback from customers
A customer contacts us saying they are trying to watch Reminiscence but the app freezes when they click on a profile.
App Crashing/Hanging
"I love HBO, but really did not enjoy The White Lotus. I'd like to cancel because every time I tried to watch it the app would freeze."
Want to Cancel > Technical Related
"My app isn't working. I keep attempting to update my name and password but when I enter the code it gives me an error."
Account Management > Account Management Inquiry > Error Message with OTP Code
Alex had an FA/UA issue they emailed us about, and it was escalated. They called us back the next day to get an update because they haven’t heard back yet.
Duplicate Ticket
What question can you ask yourself to critically think and get closer to a solution?
What information do I already have, What information is missing that will help me, What questions can I ask to clarify, Do I understand when and where the problem is occurring, What context clues have I been given?
Customer cannot get in to the app. They say they keep getting an error and it isn’t working right.
We cannot know, there is not enough information.
"I cancelled my account the other day, but I was due to be billed tomorrow. I just want to make sure that won't happen."
Payment/Billing > Confirm Cancellation
“I’m still signed in on my Roku, but the whole top banner doesn't make any sense. I haven't watched half of these movies. ”
FA/UA Concern > Unauthorized Account Activity > Unknown Continue Watching
Lena didn’t know they had multiple subscriptions and want a refund for their cancelled Apple account, but they are keeping the DTC one.
Redirected to Partner