SAM
" i can most definetely help you find a resolution".. is what in SAM scoring?
what is ARM statement?
name the guides that spectrum offers in different regions
IGUIDE
PASSPORT
SPEC GUIDE
SARA
" i want to be able to watch tv on my phone" where can this be found?
what is STVA?
customer providing first and last name, as well as address is an example of what?
what is VERIFICATION?
name tool to find correct department to transfer to, when needed.
what is COPILOT scope of support?
extra credit (100 points)
GEN6675
Name 3 things that can help SAM
what is TONE, ARM STATEMENTS AND POSITIVE WORDS
name 3 diff types of cable services provided by spectrum to residential customers.
what is tv select, choice 15, mi plan latino, ssentials.etc.
I receive food stamps in my kids school, can this customer save money,.
what is ACP
customer providing name, address and 4 digit code is an example of..
what is AUTHENTICATION?
customer requesting credits adjustment is a transfer to what department
we do not. what is KEEPING THE CALL?
name things that can create a NEGATIVE SAM scoring
what is DEADAIR, MONOTONE. NO RESOLUTION, FOCUSING IN WHAT YOU CANT DO, LACK OF CONFIDENCE?
" no data available" showing on screen. cx first time calling ocurring in less than 30 minutes, what is the response you should tell the customer?
- guide upgrades may take up to 30 minutes to load
-do not turn off or unplug the box during the process as it will interrupt
-once 30 minutes pass by and still same problem, would need to contact us back
what are the most common ehh you can send on every call regardless of issue?
i forgot my security code, and i dont have my phone. how can this customer be identified?
what is email verification or phone call verification (if home phone is available)?
name department where you would transfer a customer going from box to streaming
what is retention?
name 3 things you can use on closing statement.
what is RECAP?
what is SELF HELP?
what is positive farewell?
what platforms can you use spectrum tv app in?
roku, samsung, apple tv, chromecast, xbox one, xclasstv.
name things you can educate for self help
spectrum. net
MSA
EHH
tech tracker
my parents died and want to remain paying for services under my name.
what is TAKING OVER ACCT?
i wish to remove internet services but keep video, " name next step to take
what is KEEPING THE CALL?
-completing change
name call closing action that one SHOULD ALWAYS avoid as this will result in negative sam scoring.
what is dead air for 30+ secs?
name things you can educate cx when transfering services.
name ehh number/title for remote replacing
what is EHH113 progamming your remote?
what is EHH319 in spanish?
extra 100 points if spanish one is mentioned^^
what is DEATH CERTIFICATE ?
what is GOVERMENT ISSUE ID?
i wish to remove video services and keep internet" what are the next steps to take ?
what is KEEPING THE CALL?