Guides, Boxes, and Escalations
What are the three types of cable boxes that we have?
HD, SD, DVR
What common problem can occur when the customer pushes the TV button on the remote?
The remote no longer controls the cable box
What is the best way to refer to an outage and the best way to refer to a trouble call when speaking to a customer?
Service Interruption and Service Visit
What are you having the customer do when you ask them to reboot their receiver?
Unplug the box wait 15-30 seconds and then plug it back in.
Where is the security code located on the bill?
Top left corner.
What are the 5 guide types we have?
ODN, Spectrum, I-Guide, Passport, SARA
If the customer is unable to change the volume or turn off their TV what is the most common reason for this?
Remote isn't programmed to TV
If a customer changes their Security Code on Spectrum.net they must first do what?
Authenticate their contact information.
What troubleshooting tree can you find steps to troubleshoot a DTA?
Equipment Issues
What are three examples of a one-time charge on the bill?
Install fee, Activation fee, late fee, agent payment fee
What is the guide that is unique to one area and what city and state is it in?
SARA in Monterey Park, California
If none of the buttons on the remote are lighting up, what common problem could this be an indicator of?
No batteries or dead batteries.
What are the three types of technician appointments?
Service Visit, SRO, Installation
A customer has a cable cord that has red, yellow, and white connections, what cord are they using?
Composite
A customer who flies out to their vacation home in Florida and discovers not all of their channels are working may have this issue.
Account is on Seasonal.
This tool can be utilized when directed by the tree to fix some Spectrum Guide related issues?
Spectrum Guide Repair Tool
This customer has black remote with one white button at the top labeled power, which common remote are they likely to have?
Phillips RC122
What contact options does the customer have for receiving the tech tracker link?
Email and SMS/Text
What tool can you use to find Known Issues?
Verbatim
A customer mails their payment in, how long should the customer expect for the payment to process?
7-10 days
*****DAILY DOUBLE*****
Why do customers escalate when they feel you aren't actively listening? Hint: Answer is on the walls of the room.
They don't feel Heard, Seen, Respected
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A customer picked up a universal remote from Walmart and is trying to pair it to their Apple TV, what is the best way to assist the customer?
Transfer to Apple Repair
What are the four service-service options available to customers?
Spectrum.net, On Demand Support Videos, Email Helpful Hints, My Spectrum App
2 days
How often can a customer put their account on seasonal service plan and what is the minimum and maximum time they can remain on seasonal?
Once every rolling 12 months, and must be on for a minimum of 2 months and a maximum of 9 months.