The Customer feels they are speaking with someone who truly cares?
What is Be Warm and Friendly?
100
A required verbatim script is required.
What is Verbal Customer Approval?
100
Name at least 4 connection types
What is:
1)Coaxial cable,
2) HDMI Cable,
3)RCA/Component,
4)DVI Connections,
5)Bluetooth,
6)Digital Optical?
100
The additional process that is required in order to port a telephone number.
What is TPV or Third Party Verification?
100
Define billing cycle
What is a period of time included on one billing statement? Typically 30 days long. Based off of initial install date.
200
The Customer feels confident in the agent's ability and willingness to help.
What is Own It?
200
The four ways a customer can be authenticated.
What is:
Account Number
Last four of SS#
Last four of payment method on file
Send text or email, if available.
200
The tool is used to troubleshoot X1 Devices.
What is XRAY?
200
This line carries calls between central offices (transmits data over phone)
What is the Subscriber Line?
200
Rate codes are important because..
What is they determine what shows up on customers bill, the services and equipment in their home, technicians work order etc.?
300
The Customer feels confident on the solution and the next steps.
What is Set Clear Expectations?
300
Accurately reflects what the customer agreed to, actions taken by the agent, next steps communicated to the customer./
What is Account Notation?
300
Customer calls in and isn't able to resume her recorded show after pausing it. She tried fast forwarding and rewinding, nothing. Which ITG will you launch?
What is Remote Control Issues?
300
The abbreviation, LEC, stands for.
What is Local Exchange Carrier?
300
The "adjustment by range" used in CSG for..
What is giving credits to customers for a specific time frame?
400
The customer wonders, "Do I really have the best products and am I getting the full value for my money?"
What is Be an Xfinity Ambassador?
400
Zero Tolerance for: Hanging up, or placing a customer on hold/mute while conducting personal or other business, to avoid calls or any other inappropriate reason.
What is Customer Interaction Policy?
400
What does the X1 Cloud DVR SIK Kit include?
What is:
1) DVR
2) Power Cord
3) 2 Coax cables
4) HDMI Cable
5)Remote Control
400
A Copper wire that connects home and business computers to phone is a ...
what is Twisted pair wire?
400
The type of equipment this SIK rate code for X1 hdhdmisik is used for
What is any X1 additional outlet except for an X1 DVR (X1 HD AO or X1 SD AO)?
500
The Customer trusts the agent will find a solution that meets their unique situation and needs.
What is Discover Needs?
500
Define dual band router?
What is a router that broadcasts a WiFi signal over two frequencies, 2.4 GHz and 5.0 GHz?
500
The abbreviation/acronym for Cross Run Time Environment.
What is XRE?
500
The minimum requirements for voice service.
What are:
1) Telephone handset,
2) Inside wiring for phone jacks and
3) electrical outlets?
500
Julie added HBO in the middle of the month in march. for 19.99 and now on her April statement she sees two separate charges for HBO - one at 19.99 and the other at 9.95 . What happened on her statement?
What is a prorated charge for the HBO because she added it after her March statement printed?