When a customer is in seasonal, this where you would check in CSG for the customers seasonal dates.
What is the 'profile' tab in the checkbook.
100
This tool allows you to compare competitors pricing in the customers area.
What is the competitive edge tool?
100
This package includes an anyroom DVR, 3 HD a/o's blast internet and unlimited CDV
What is HD Complete Triple Play?
100
This is what you do when transferring a call and the wait time is 30 seconds or less
What is a warm transfer?
100
This symbol in CSG used for manually ordering PPV events for customers.
What is the 'Spot Light' or PPV order tool?
200
This is where you would go to see if a customers address is serviceable for a Line of Business
What is the House symbol?
200
You would use this drop down first to access a customers statement through Einstein.
What the account info drop down?
200
This is the lowest tier needed for Nick JR, Encore & OWN
What is Digital Preferred ?
200
This tool allows you to send customer concerns or compliments to a specific agent and their supervisor
What is peer feedback?
200
This tool in CSG can be used to view every order that has been processed on the account.
What is the 'shopping cart' or the order history tool?
300
You go here to view ALL agent interactions on an account.
What is the 'talking heads' or the interactions tool?
300
Make sure you read these daily so that you stay updated with any changes or updates on the job
What are alerts & news?
300
This package is not offered in every area but allows customers to customize their TV package
What is My Tv Choice?
300
These are the types of questions you would ask a customer that is looking to downgrade or disconnect services.
What are probing questions?
300
This tool in CSG is used to view ALL credits and debits on an account. You also would use this tool to apply credits.
What is the 'dollar sign' or the ledger?
400
These are the 3 areas in CSG where you can check to see if a person is an authorized user on the account.
What are the notes, memos and the details?
400
This tool allows you to locate the closest service center for a customer
What is BAM! or the 'service centers link'?
400
This package is offered at an EDLP of 92.85 and rarely offers a promotional rate
What is Economy Triple Play?
400
You would go here to track your aux times and RGU's/Sales
What is sharepoint?
400
If a customer has a past due amount on their account, this tool can be used to inform the customer of the final date to make the payment to avoid disconnection.
What is the calculator tool?
500
Customers less than 6 months looking to add a new LOB or additional equipment must be verified by this process
What is risk management?
500
This tool kit will show you how long a customer viewed (or didn't view) a movie
What is on demand purchases/ Xfinity On demand?
500
These two additional features are what differentiate Hd Pref & Hd Pref Plus
What is Blast internet speed and HBO ?
500
This program is available from September 1st - April 30th. If the customer choses to be place in this, they must be in the program for a minimum of 3 months, but no more than 6 months.
What is the seasonal program?
500
This tool would be used to either search for the shipping status of an SIK. It can also be used to access rapid mail, to send out change of responsibility forms, EFT exempt forms, 411 exempt forms, ect..