Legacy
This Legacy add on is equivalent to spectrum entertainment view
Variety Pass
This tier includes OWN, GSN, and LMN
Tier 1
Give me everything in 3.0 that is equivalent to tv silver
entertainment view, hbo, showtime
What department handles new customers
Sales New
customer calls in because account holder passed away
Deceased Customer Handling
Daily Double
This Legacy Tv package name gave 200+ channels
Preferred TV
(50 or more additional channels, total = 175+)
+ HBO, Showtime
Tv Silver
What is the benefit to getting a movie channel through spectrum (Think about multi use)
access to that movies streaming platform as well
If a customer has an issue accessing there my account where do they go?
Internet Repair
Need to place credit on account above your limit
Over the Limit
This Legacy Tv came with up to 25 channels
Starter TV
Daily Double
25 or more additional channels, total = 200+)
+Starz, StarzEncore, The Movie Channel
Tv Gold
What internet package is referred to as our "flagship" internet
Spectrum internet "standard"
If a customer is trying to get a remote mailed out where do we send them to?
We dont we would keep that caller
Daily Double
Customer wants a callback from leadership
customer escalations - callback in 2 hours
Which Legacy add on included these channels
Movie Pass
Internet at 400mbps
Internet Ultra
Per copilot what are the "typical speeds" for internet gig
between 750 Mbps and 900 Mbps
If a customer is calling in to go from tv choice to essentials what department can they speak with
Retention
Customer wants information on contract buyout
What speed was Ultimate internet
up to 300MBPS
Why was the phrase "cable is king" so important with 2.0 services
Facilitator descrection
What are the 2 internet packages that are not proactively offered
assist, internet 100
If a customer calls in asking about peacock eligibility do we keep the call or do we transfer, if transfer where do we send it to
Keep
Customer says they had loss of service due to a hurricane
Declared Disaster - suspension of services