WestSide

What is proper opening?

• Opening call within 15 sec

• Stating your name and department

• Opening call within 5 sec

• Offer to assist

When should you primary authenticate a customer ?

• Voicemail PIN Reset

• Troubleshooting no Dial tone

• Email Password Reset

• Changing PSK / SSID remotely

Which flowlist is to be used if cx says they need help with setting up call forwarding?

• Call forward Setup

• Customer Education

• Calling Features

What must all open tickets have?.... Hint two words!!!!!!!

True / False Data Down : Once customer services are restored and we are seeing bad stats on connection but customer adamant to stop troubleshooting because services are working , we should call drop ticket.

• TRUE

• FALSE

What tickets are to be reviewed once there are recent ticket available?

• ALL RECENT TICKETS MUST BE REVIEWED

• TICKETS WITH SAME DESCRIPTION RELATED TO ISSUE CUSTOMER CURRENTLY REPORTING

Customer calls about existing TDS internet security, who do we transfer to?

• Remote PC

• Finicial Service

• Sales

• Cable Consumer

Which situation(s) qualifies for an AHD , with no same day dispatch available?

• Customer upset about waiting for a next day appointment

• Customer explains medical conditions

• Equipment hazardous (example cable hanging across an active drive way)

• Customer is very nice and asking politely for same day dispatch

As a frontline advisor , how much is the credit limit for RESIDENTIAL ACCOUNT.

As a frontline advisor , how much is the credit limit for BUSINESS ACCOUNT.