Complete Recovery EQ DAY 3

Mr David Sterling said that he returned his Cable Box 3 days ago.

What disposition would you use? (The account has been authenticated)

• ER1

• Research Account

• Natural Disaster

• RR14

If the customer mentions that he transferred his services almost a month ago.

What disposition would you use? (The account has been authenticated)

• Research account

• ER ONE

• RR14

• Wrong Number - WN

If the customer is a Comcast Xfinity employee.

What would be the disposition?

• ER1

• 7 days hold

• Account doesn't match

• Research Account

If the call is answered by a third party who doesn't have the account information but is able to provide the information to the account holder.

What disposition would you use?

• RPC no promise

• ER1

• RR14

• Message

If you call a customer, and he mentions that he doesn't know the account holder or the address.

What disposition would you use?

• ER1

• RR14

• 7 days hold

• Wrong Number - WN

If the customers tell you that they returned the equipment 1 month ago.

What disposition would you use?

• Research Account

• ER1

• RR14

• No promise due to virus.

If the account has been verified, but the customer cannot return the equipment nor restart the services.

What disposition would you use?

• No promise due to virus

• RPC no promise

• NON-RPC no promise

• NON-RPC hung up

Select correct note according to the statement:

Sarah Jones said she already returned 1 modem and 3 cable boxes by Container almost 3 weeks ago.

• TT SARAH JONES RTND EQ 1 MOD 3 CBL BY CO ABOUT 3 WEEKS AGO.

• TT SARAH JONES SHE ALREADY RTND 3 EQ ABOUT 3 WEEKS AGO

José Rodríguez dice que devolverá los equipos en 4 días a una tienda Comcast en 3457 NW, posee 4 cajas de cable, 1 modem de internet y 1 router, quiere reactivar en un futuro cercano, probablemente en 1 mes.

• TT JOSE RODRIGUEZ VA DEVOLVER 4 CAJAS DE CABLE 1 MODEM 1 ROUTER EN UNA TIENDA COMCAST EN LOS PROXIMOS 4 DIAS.

• TT JOSE RODRIGUEZ WILL RTN EQ 4 CBL 1 MOD 1 ROUTER TO CC WITHIN 4 DAYS.

Select the correct note according to the statement:

Bill Gates doesn’t want to restart the service, he has 4 cable boxes 2 modems 1 home security system. He'll go to a UPS store close to his address by the next week.

• TT BILL GATES WILL RTN 4 CBL 2 MOD 1 HOME SECURITY SYSTEM TO UPS WITHIN 7 DAYS

• TT BILL GATES HE DOESN´T WANT TO RESTART THE SERVICES AND WILL RTN EQ TO UX.