Self-Help and Techs
What does SRO mean?
Special Request Order
How often can a customer put their account on Seasonal?
Once during 12-months.
If no buttons are lighting up on your remote when you push a button what is the most likely reason?
If a customer reboots their cable receiver by unplugging it for 30 seconds and plugging it back in what is this called?
Powercycle
What CoPilot provides general steps for handling escalated customer calls?
HOW5522
What are the rules for a customer requesting credit for a service visit fee?
One-time courtesy credit of $65.00
What is your courtesy credit and verified credit limits?
Courtesy 10 Verified 25
If the customer describes their remote as a black remote with a blue menu button and a blue diamond in the middle, what remote do, they have?
Spectrum Guide Remote
What are the three types of cable boxes a customer might have?
HD, DVR, and SD
If a customer states they are recording the call what is the process for handling?
Escalate the call.
***DAILY DOUBLE***
What are the types of work orders?
Install, SRO, trouble call
A customer arrived at their vacation home and called because many of their channels were not currently working, what is the most likely cause of this issue?
Seasonal
What is the cable that has yellow, red, and white connections?
Composite Cable.
What are the 5 Guide types available?
Spectrum Guide, SARA, ODN, Passport, I-Guide
HOW3247
What does the customer need to setup to use Tech Tracker?
Contact preferences with Email or SMS/Text
***DAILY DOUBLE***
If an outage occurred at 8pm on 4/9/2024 and lasted until 3:30am on 4/11, how many days of credit would the customer be entitled to?
2 days
What is the cable that has green, blue, red, red, white, connections?
Component
What troubleshooting tree can you find steps to troubleshoot a DTA?
Equipment Issues
What CoPilot document has the steps for handling an abusive customer?
GEN3953
Name 4 self-help options.
My Spectrum App, Spectrum.net, On Demand Self-help videos, email helpful hints
List four examples of one-time charges.
Late fee, install fee, trouble call fee, PPV, On-Demand, agent payment fee
***DAILY DOUBLE***
A customer is trying to program a Samsung remote to their Apple TV - what is the best way to assist this customer?
Transfer to Apple Care
What tool will the tree direct you to use for certain Spectrum Guide issues, this tool while not guaranteed to fix the problem can resolve many common issues?
Spectrum Guide Repair Tool
***DAILY DOUBLE***
What does the ASAP Method stand for?
Acknowledge the customer's feelings
Sympathize and empathize with the customer
Accept 100% responsibility for the call
Prepare to help