RDOF
What is RDOF?
What is Rural Digital Opportunity Fund
What does the ACP stand for? and what it is
What is Affordable connectivity plan
a $30 Stimulus credit off of internet
What package does not qualify for Disney + at no additional charge?
what is TV Essentials
Customers are required to register any billing dispute complaint within 60 days from the statement date reflected on the billing statement being disputed. True or False?
True
What does ARM stand for?
Acknowledge, Respond, Move Forward
GEN8107
What line of business can qualify for RDOF?
What are Internet and Home phone
How do customers apply for the ACP
What is they apply via AffordableConnectivity.gov or by calling 1-877-384-2575 to request a mail in application
Customers can log into any of their spectrum.net accounts primary or child to activate their Disney + basic service through spectrum
what is false
Customers must log into and use their primary spectrum.net account when attempting to activate their complimentary Disney + basic subscription
A customer receives a call that their account has been charged off what UCM ticket are we to submit for customer charge dispute
What is a collections right off update or dispute
What does the Acknowledgement say in GEN8107 that is does?
What is Provide a statement of understanding and /or Empathy. If needed, to show you are listening
The RDOF lifeline and ACP are both the same government programs. if a customer doesn't qualify for one they will not qualify for the other? True or False?
what is False
How does a customer meet eligibility for ACP?
What is by income, location, participate in Certain Government Assistance Programs
When will free Disney + become available to customers?
what is Jan 4th 2024
A customer calls in stating that their PPV was unable to be watched what UCM ticket is that?
What is PPV/ VOD research request
What does Respond say in GEN8107 that is does?
What is Answer the questions by informing, reinforcing, or reframing positively. Focus on what we can do and / or what is positive about the situation
Every state follows the same rules for RDOF True or False?
What is False Each state has its own rules, discounts and offers
ACP credits Prorate and Backdate as well as customers done have to use their internet every month?
what is no ACP credits do not back date or prorate and you must use your internet one per calendar month to receive the monthly credit
Customers with annual subscriptions who have already paid for their yearly subscription will be able to receive a refund for all or part of their Disney subscription
what is False customers will not receive a refund for their annual subscription
What is the difference between a credit and a refund?
Refund- The payment of a credit balance to a customer
Credit--Any form of monetary adjustment to a customer's account resulting in a decrease to the account balance.
What does Move- Forward say in GEN8107 that is does?
what is Ask a Question to either check for understanding or move the conversation to the next step of resolution
A customer is requesting a higher level of internet and mobile with the RDF discount does this customer qualify? if not which state qualifies
What is no, Mobile is not eligible for RDOF line and Oregon is the only state able to upgrade
The ACP ends on Jan 2nd 2024
What is no the acp end date is not set yet and will end sometime in early 2024
Charter employees who reside within the Spectrum footprint will receive access to Disney+ Basic at no charge, provided they also subscribe to an eligible TV package via Employee Connectivity Services.
what is True
GEN8969 Disney+ for TV Select Customers
What is a returned payment research ticket
What are the the steps in the call flow guide that was sent out
Call opening, Greeting, Specifically acknowledge, Verify preferred name, Verify/ AUTH, Offer voice ID, Fact Finding, Move call forward, Narrate, Call Control, Resolution phase, Solve All Concerns, Check for Understanding, Call closing/ Recap