Save Me !!!
what is the common practice of pressing these keyboard keys in order to grab a screen shot from your computer?
Shift + Windows + S keys in this order will screenshot
You can pull up Snip it but using the keys is faster.
Its that time of year again, How would we assist cx who have gone thru a Declared weather Emergency?
What is Start with Empathy and understanding!?
Firstly we want to make this as easy as possible for our cx and would fill out the Declared Disaster UCM ticket or tickets if more than one scenario is necessary.
Ticket gives options for either -Lost/damaged equip, acct suspension & phone # hold.
GEN7037- Declared Severe Weather or Disaster Event Account Handling
How do I know how an account is eligible for RDOF or Lifeline?
There will be a flag at the top of their agent OS Dashboard screen.
what is this new Entertainment plus? Why would anyone want it?
Entertainment plus is our existing popular Entertainment view add WITH all the HBO/max channels.
The benefit of this combo is a 5$ savings to cust who would benefit from both add ons compared to having them a la cart.
Entertainment view alone is 15$/mo, HBO alone is 15$/mo. = 30$. whereas Entertainment view plus is only 25$/MO.
GEN8873 - SPP 3.0 Spectrum TV Product Details
Your cx had some new equip and cant get it to come online, what friends do we know that can help them?
This is out of Our Scope, but our friends in
Self Install under the category Other can certainly help them.
**these calls should NOT be sent to basic repair
when you've been out of the office for a while due to a required leave or vacation, what are some good ways to catch up on changes and important policy's/news?
Email - probably the most effective way to get the scoop.
The Team Topics Workbook for the week - GEN8959 Team Topics for Account Management
a Cx with tv select wants to lower their bill, what other packages can we offer them and would they get the promotion with the new package.
We have been able to reduce a select cust to Choice for a little while now, Cx would be at Rack rates for choice ($80 at this time)
We have a 'new' Streaming package that has replaced Ess, Cx with existing Select/choice are UNABLE to be offered this package as a replacement.
**GEN9095 January 2025 Rate Event**
**GEN8873 Spectrum TV Product Details**
What TV packages do we offer below TV Select, and when can they be added
TV Choice: anytime!
Tv stream: only @ start of LOB,
Limited basic: only if requested cannot be offered!
**GEN8873 Spectrum TV Product Details**
I used to have ESS and I want it back!
TV ESS is now considered a 'legacy' package that is no longer offered and can not be added to any accts any longer. Good News IS -
Ess has been replaced with TV Stream or for those who would also like Latino View we offer Latino Stream. TV stream in boxless acts only, must have spp internet, only premiums may be added. 70+ channels.
GEN8873 - SPP 3.0 Spectrum TV Product Details
Gen6757
My cx cant get their STVA to work right, it has no sound.
This call would best be resolved in the Advanced Streaming Dept.
what is an easy way to keep track of your important Cocos?
You can keep your Coco lists in folders in your copilot app by clicking Favorites in the top header then you have the option of opening your built folders or creating a new folder. common folders would be tv, and a sep for Int, another for Order help. One for seasonal sports packaging, one for csg. just as examples.
Rate adjustments are old Hat for us now, What's the newest pricing?
BC TV Surcharge: $28
TV Select: Signature $120; $115, Plus $125
Mi Plan Latino: $90
Tv Choice: $80
Basic: $40
Lifestyle (Grandfathered) $87
TV Essentials: (Grandfathered) $31
SVOD Music Choice Karaoke: $8
SVOD Music Choice Relax: $7
SVOD ALLBLK: $7
AMC+: $10
Max: $17
The price of Max (includes HBO) will decrease to $7 per month from $16 per month for customers subscribed to TV Select (all variants)
The monthly price of Max for non-TV Select accounts will increase $1 from $16 to $17.
Paramount+ :
The price of Paramount+ with SHOWTIME will decrease to $5/month from $10/month for customers subscribed to TV Select (all variants) or Mi Plan Latino.
Spectrum Wifi (non-SIA customers): $10(SIA$7)
Standalone Voice: $35
Bundled Voice: $25
Rounding by a Penny:
In line with our commitment to clear and simple pricing, rates for several other Spectrum services will increase by $0.01 per month.
**GEN9095 January 2025 Rate Event**
RDOF ?
What speed internet can I get with this new program, and how do I get it on my spectrum acct.
Only SIA internet qualifies for the RDOF discount in all qualifying states except OR.
If your cx has already been approved for this Lifeline discount thru their state, THEN we can submit a UCM ticket; similar to the acp process.
EHH530 – Qualifying for Assistance with your Bill
I Heard ya'll are including all the plus (+) apps for channels with your services, how can I get those added?
Select signature and plus includes Disney +.
Select PLUS includes ESPN +.
Showtime cx get Paramount+.
Entertainment view Plus and HBO stand along will include access to HBO +.
-information for these inclusions and instructions can be found here.
My cx should have received a credit last month and is upset that he does not see it on the current bill, what dept does this call go to?
Trick question, we would keep this call :D
Im really struggling with something or just cant seem to get this one thing down!
How can I get more help, what are my options?
We can request training help thru Agent Resources/Sharepoint under the Self Nomination link, if enough agents are requesting help with that issue (theres a good chance your not alone) a live training can be implemented.
Your supervisor is a Great First touch base for resources for you as well, they have options such as adding elearn segments for you or teaming you up with another peer for first hand assistance or other appropriate resources for you. They want you to Succeed and feel confidant!
My cx wants to use their own modem or check if a modem is Compliant, how would you do that?
Coco is your Co-pilot for flying the friendly skies of all equipment inquirys!!
GEN6701- Internet and Voice Equipment Library
GEN4416- Equipment Exchange and Swap Policy
HOW6512 - Supporting the DOCSIS 3.1 (D3.1) Modem Exchange Program
How7246
whats up autopay?
what are the requirements for adding autopay?
Why cant I take autopay off this acct?
Adding autopay requires a zero balance and authentication.
Removing autopay recently changed and now requires a zero balance as well, once your cx makes a full payment we can remove it and so can they via the their spectrum.net MyAcct. This of course also requires full authentication.
GEN2560 - Auto Pay and Paperless Billing Overview
EHH32 Managing Auto Pay
Can I cancel my PPV?
HOW6616 - PPV/VOD details
A PPV order can be canceled at any time during the broadcast., A credit will be issued only if the program is canceled within 7 minutes of the start time.
PPV orders ordered via remote control do not appear on the account right away.
STEPS; Click on the PPV Order icon (looks like a Movie Reel) in CSG. Highlight the event in the Ordered Events section. Click Remove. Click Update.
I have tried and tried to get my cust calmed down but I cant listen to them attacking me any longer, I am Not okay, what can I do?
We do have the authorization to request our cust treat us with professional respect. If after 2 verbal request to keep the call professional but your cx is still attacking your Race/Gender/Orientation/Physical self/Religion just to name the obvious we can calmly and professionally let the cx know that You Will be ending the call due to abuse.
After ending your call, make sure you are in ACW to fill out the abusive caller UCM ticket for review. Management will take further action if necessary.
GEN3953- Handling Inappropriate, Irate or Abusive Customer Calls
Name 3 things you HAVE to use CSG for?
HOW4471- reviewing detail on pending payments
HOW2009 - collection specifics such as write off amounts
HOW6616 - PPV/VOD details (canceling)
COM2396 - Non-Pay Disconnections
HOW222 - Ending Seasonal order Early
To close a pending self install order when equip is set up and working - Go to csg, click edit on the open order in the middle of the page, click close, put Cp0 (zero) as resolution code, then continue and finish. (make sure note in on order).
I want to make a payment on my friends acct. Lets Go!
Anyone can make a CC/Debit card payment without authentication (Verify acct to ensure payment is applying to correct acct)
Due to all the fraud activity recently a new change to payments does require full authentication to make a EFT/CHECKING act payment to accts WITH NEW PAYMENT METHODS/ACCT ONLY.
** Existing saved checking acts on an act can still be used without authenticating the act/caller **
GEN4067- Account Verification & Authentication for Residential Customer Accounts
More and more of our cx are moving to a box less viewing system, what devices can we apply to their acts if they do not have Samsung tvs?
What will we need to go over with the cx when ordering?
1. APPLE boxes can be purchased thru us.
2. XUMO boxes can be purchased direct by us.
* Both boxes require the cx to decide if they want to purchase outright or use the convenient EIP payment plans.
*Both purchases include a script that must be read verbatim to the cx and agreed to verbally.
*there is a limit of 4 boxes the cx can have on an acct and that will require a Pro Install.
GEN8093- Apple TV Index
HOW5539- Entering Apple TV Orders and Remotes
GEN8908 - Xumo Stream Box Product Suitability Overview
GEN8909 - XUMO (provides a one-stop source for all CoPilot articles related to Xumo Stream Box),