Copilot
What article would we find the roadmap for value?
GEN2772 Building Value with Customers
What part of the biller provides a breakdown of charges?
Ledger
What article could the rate adjustment ARM Statement be found, and the simple statement?
GEN8107- A - "Thank you so much for calling me today to check on your billing!"
R - "I'm showing that your bill did increase this month due a company-wide rate adjustment to our standard pricing. As I take a look at your account it shows that you can expect your new monthly rate to be $XX.XX before taxes."
M - "Were there any other billing questions you had for me today?"
Customer Central Screen GEN4780
What should we populate to keep up with schedule?
Aspect
What article would we find impressions that'll last for the customer the experience?
GEN7595 Positive Customer Interactions
Where could you find this information?
Credits issued when a circumstance is verified via a note on the account, troubleshooting tools, a declared outage, etc.
GEN2706 Credits and Adjustments Guidelines
What are the 5 customer emotions to empathize with?
Trust, self trust, uncertainty, embarrassment, others have it better
Where would you see the Start Date and End Date for a Current Seasonal Suspension customer?
What should we always review for tips, suggestions, and updates?
Emails
What article would we find $60 modem charge?
GEN8607 Standard Rate Chart for SPP 3.0
Where do you go to view the customers emails?
Interactions
What is suggested to build rapport and fill mutual silence?
Ask icebreaker questions
Where would you be able to view Returned Equipment in CSG?
Click equipment icon, the history GEN3120
How can we determine what UCM to use for an account?
Decision trees
What article would we find this information?
On the 8th day, from the date the equipment is shipped, billing will start
HOW4411 - Self-Installation Order Entry Easy Connect Orders
Where can we locate the decision trees?
Troubleshooting tab
What are we supposed to do to avoid negative sentiments?
Positive Frame
How do we resolve too many basic services error in CSG?
This error occurs when an Internet only account is built using Internet base instead of Internet only. By modifying your service order and swapping the two codes you will be able to move past this error.
What's the first steps we should take before reaching out for assistance?
Review scope of support, copilot, and decision trees
Seasonal order steps could be found where?
HOW222 - Seasonal Plan Codes and Order Entry Process
Where in Agent OS can we compare customer channels with different packages?
Spectrum Entitlement Tool
When the customers are unsure about their service, we are to?
Educate on value
How do we resolve duplicate service codes?
Duplicate service code error arises when a limited code was added multiple times in an order. This may be items like primary receivers instead of adding additional, because there are lingering self install codes on the account, or if there are multiple VOD codes as a few examples. Review available services for any codes that should not exist multiple times on the account
What tool should we always have pinned?
QMS