ETD
All services out will not have tech available for 3 days.
Schedule trouble Call/ ETD only if first available is not accepted.
All modems are provide with this to identify.
MAC address
How does a customer reset the modem or the router?
Unplug cord from the back of the modem or the router not the wall outlet.
Charge for a trouble call?
49.99
Customer wants to activate a customer owned router.
If no connectivity issue refer to third party.
Customer missed appointment
ETD only if same day.
Tool used to send a ETD.
UCM
What are three instances where we will do a warm transfer?
Double Jeopardy.
Retention, Language interruption, and Voice identification fraud.
I need to lower my bill
Keep
Customer has a drop that needs to be buried.
alert lead- Lead does SRO if no order created.
How many emails and security suites are Spectrum customers provided.
5 emails, 10 security suites
Customer wants to remove seasonal. Keep or transfer?
Transfer to Billing
The two encouraged ways for customer's to replace their equipment?
In-store pick up
Home shipment
Customer wants to remove Choice package.
Transfer to retention
This the Third time a tech will be going out for the same issue.
Sound the alarm
Customer has internet Ultra wants to go to internet Assist. How do we change this package?
We can not. Customer has to be without services for 30 days.
Spectrum Modem is not listed under DM. What are the steps to get it added?
Reach out to Lead.
Three things we must tell a customer while scheduling a technician.
Customer has old pricing wants to transfer over to Spectrum pricing
keep that is a migration
Schedule service call. within SLA.
What is the only time we may waive the $5 agent fee?
Another payment method is down.
When is the only time we schedule a Service call?
When TS says to.
The only two cases we tell a customer to get new equipment.
Double Jeopardy
Not getting power
Device can no longer support subscribe speed.
Customer wants to change the name on the account.
Keep send paperwork on name change