Mr. Pear got a new iPhone and needs our help setting up his Apple Care Protection Plan.
Keep, Recommend him our Security Shield
Transfer to Apple Care
Keep, Google the steps to assist with setup
Ms. Fairy is on an extended vacation and needs us to set up her Seasonal Hold. How can we assist?
Transfer to Customer Solutions
Call the Leads and have them set up Seasonal Hold.
Transfer to Account Management.
Mrs. Mister remarried and wants to update her new last name on her account.
Keep and submit UCM for Account Name Change.
Call the Leads so they can update the name.
Transfer to Sales.
Keep and Authenticate, then update the name.
Ms. Sarah called in to let us know her line has fallen but is not impacting her service.
Transfer
Keep
A customer is requesting to remove an LOB on an existing open work order.
Keep
Transfer (Account Management)
Transfer (Customer Solutions)
Transfer (Sales ...New/ Exisiting)
Name at least 4 Networks included with ESPN Unlimited.
ESPN, ESPN2, ESPNU, SECN, ACCN, ESPNews, ESPN Deportes, ESPN+, ESPN3, SECN+, ACCNX
Ms. Martha is legally blind and wants to know about our accessibility services.
Warm Transfer to Disability Support
Keep and Send an EHH on Accessibility Features
Send Braille Brochure
Cold Transfer to Disability Support
A TV Stream customer is having issues accessing channels on their HD stb. They want to watch local channels and do not currently have Internet. What's the issue?
All of the Above
They cannot use Receivers with this package.
They do not have access to local channels with this package.
They need to be subscribed to Internet
Mr. Daniel believes his neighbor stole his identity and created a Spectrum Account.
Keep, Advise on spectrum.net/idtheft or send IDTheft Packet
Transfer to Fraud Protection Team
Mr. Mark called in to add his wife's cousin's aunt's pastor's niece as an authorized user. Do we keep this call?
Transfer
Keep
Which Tree would we use for a customer having issues with logins on Peacock
Internet > Internet Services > TV Channel Apps - Troubleshooting
Penelope is disputing her last two bills for service issues that she never reported.
Transfer to Account Management as we do not handle disputes.
Customer Education on paying her bills on time.
Keep and Credit her for the entire past two bills.
Transfer to Customer Solutions to offer her a promotion.
A customer received a notice for DMCA Copyright Violation. How can we assist them?
Send the EHH for Copyright Violations
Advise the customer to go to the store.
Transfer to the DMCA Specialist
A Tech is onsite wants to add a TV LOB per the customer's request since they only have Internet/Voice.
Refer the Tech to Sales.
Add the service no questions asked.
Refer the Tech back to Dispatch.
Cancel the order and make a new one.
Provide at least 3 Seamless Entertainment Apps that allows the use of the Spectrum Username and Password, once activated
AMC+, FOX One, HBO Max, Paramount+, Tennis Channel
FOX One offers mainly ____ programming.
All of the Above
Fox Entertainment
Fox Sports
Fox News