Duke states they’re unable to log in on their MSA and is unsure why. After probing you discovered that the customer’s identity is locked. Do you...?

Ms. Judy has been having service issues since last night around 8:30pm and didn’t clear until 6am. After verifying the interruption, Ms. Judy was never enrolled on credit. Ms. Judy is not eligible for the credit, True or False?

With Cloud DVR (cDVR) Plus can record up to ____ shows that can be saved for ____ days.

New customers can have their Start Up Channel defaulted to the last channel they were tuned to. True or False?

-Katrina is interested in the Xumo Stream Box but wants to make sure if any issues were to arise, we can help her without any additional hassle. What model type would you recommend?

Customer called in “Why am I seeing extra charges on my bill for equipment I no longer have in my home. It was taken by the guy you sent to my house. I need this taken care of NOW!” What do you do next?

Tony is a long time Spectrum customer and is looking to be repackaged. After confirming the new price with Tony, you realize that he had an AWG for his internet services. Do you...?

Mary has been experiencing error messages on the STVA on her Xumo device. There is some troubleshooting that is needed to resolve Mary’s issue, but she made it clear she is unable to get to the device. What’s another way we can assist?

Tyler reached out to us to get assistance with his Xumo remote control issues but is not currently at home. What self-help options can we offer Tyler?

Which of these is NOT a reason customers tend to escalate?

Rudy states that he’s been having ongoing buffering on the STVA. Which tool would you use to verify the customer’s experience?

Customers must use their Spectrum username and password when activating their Disney+ subscription. True or False?