Show:
Tools
Values
Empower
Scenarios
200

  • What tool is used to search up informative articles?

  • What is Copilot

200

  • This Skill allows us to pay close attention tothe customer's needs and provide aresponse quickly and effectively

  • What is Active listening?

200

  • This form of empowerment allows us to recognize and manage our emotions

  • What is Emotional intelligence

200
A customer calls in complaining about their personal life and the difficulties there having what should you do?
  • Listen empathetically without offering personal advice.

or

  • Gently steer the conversation back to the purpose of the call—helping with their Charter service.
400

  • What tools is used to search up historic information about a customer

  • What is chronicle

400

  • This value shows the customer that your very well educated when it comes to providing a resolution

  • What is Being acknowledgeable

400


  • This method is used to address the customerneeds and help move the conversation along

  • What is ARM method

400

“Why did my Internet rate go up? I’m already paying a lot.”

 "This adjustment helps us continue to invest in improving network reliability and speed. In fact, as a courtesy, we are increasing your download speed so you get more value."

600

  • This tool is used to provide customers with a fact sheet that provides information about products and services?

  • What is Broadband Label

600

  • When a customer calls in frustrated aboutthere bill and are unable to use our serviceswhat skill or value would help calm thecustomer down?

  • What is Empathize?

 

600

  • This form of empowerment allows you to surround yourself with encouraging people

  • What is Seeking support

600

“Will my promotional rate change because of these increases?

"Your promotional pricing remains in place until it expires. After that, the standard rates apply. If you have a Dollars-Off promotion, it will continue but will reflect the updated rates."


800

  • This tool is used to correct multiple issuesinvolving the customer's account forspecifically mobile only?

  • What is SM Toolkit

800

  • This value allows you to closely connect with the customer on a much more personal level

  • What is personalize the interaction

800

This skill allows to set the standard for the customer of what they should expect of their interactions with us

What is setting the expectation

800

“I’m without Spectrum service and it’s really impacting my daily life.”

"Our team is working to resolve service outages as quickly as possible to restore your connection."

1000

  • Daily Double: Wager your points!

  • This document allows customers to view important information that we send to them through email or over text message

  • What is EHH

 

1000

  • This skill allows customer to understand what were explaining to the clearly and effectively

  • What is clear communication

1000

Daily double: wager your points

As an agent your expected to utilize Agent OS tools to help resolve a situation when it comes to customer interactions what should you do beforehand to better assist them

Research thoroughly on the customer's account and issue before communicating solutions.

1000

“My bill just increased for both Internet and TV. I can’t afford these increases.”

"The recent rate changes affected multiple services, but we want to make sure you’re getting the most value for your money."