One
What qualifies a customer for 2 free months?
Internet
In what tab do we cancel orders or pending disconnections?
Cancel Order
What is the importance of completing a survey after every call?
Feedback (To help Altice understand our customers and provide other offers or promotion)
Can we combine 2 Free Months with an adjustment credit?
No
Do we assist customers with billing concerns?
Yes
If an account has the DK on it and the customer is only enrolled in autopay, should we still leave the DK on the account?
No.
(unless if we enroll the customer in paperless billing as well)
What does it mean when we say to use the AEA method with our customers?
Apologize, Empathize, and Assure
In what tab do we find the tenure of a customer?
Billing Summary
What is OAS?
Optimum Advanced Support
What are the 3 C's
Clearly Spoken,
Caring Attitude,
Confident Presentation
How does a customer qualify for an OAS?
Ongoing or unresolved service/technical issues.
What is the maximum Adjustment Credit allowed per account in Proactive Campaigns?
$75 for no more than $25 per month for up to 3 months
Why do we need a verbal YES when lifting a disconnection?
To protect ourselves and ensure everyone is on the same page
What is the maximum Adjustment Credit allowed per account in Reactive Campaigns?
$150 for no more than $50 per month for up to 3 months
What are all the markets in the East
Gig, Fiber, and Multi Gig
What are all the markets in the West?
Limited, Pre-Gig, 400, 500, Gig, and Fiber
Modify Services
ecustomer care/View Bill
If you were just giving a credit on an account what notes would you put into your IDA?
Credit ammount x Months, and the reason for the credit.
How can we tell if a customers modem is incompatible?
Equipment tab, red wording at the top of IDA, and based on the speed the customer has
What are the steps needed for a Move Transfer order?
Select Move Transfer,
advise the customer to bring their equipment,
get the new address, enter the zip, street number, street name,
repackage account,
Schedule tech to install new equipment.
How do we provision a home phone?
Apply L3 Number activation,
if not swapping equipment apply 2T,
if you are swapping equipment apply 1X.
(We do not provide the physical home phone. We provide the number and the service.)
What are the steps to schedule a Trouble Call?
Click T/C link,
Remove 200, add 410 Retention code and 336 Waive Fee code
apply the code for the issue.
Why must we make sure customers have a working optimum ID?
To ensure they have access to their accounts and the ability to view and manage them
What does KDB Stand for and how is it useful?
Knowledge Data Base
It is a search engine that allows us to find any information we need about our products, services, policies, and procedures