Winback DTV

When searching in CCKM which "Computer short cuts" will be most likely to use.

• CTRL + F

• WINDOWS KEY + L

• CTRL + N

• CTRL + A

False or True: You need to advise the customer of all fees.

• False

• True

What does AER stand for?

• A –Acknowledgment

  E – Express

  R – Reassurance

• A – Accountable

  E – Experience

  R – Release

• A –Acknowledgment

  E – Empathy

  R – Reassurance

• A – Accountable

  E – Empathy

  R – Release

What programming package has 200+ channels

Which channel is a Local Channel (Select all that apply)

• NBC

• The CW

• PBS

• ABC

DIRECTV CARES provides a streamlined approach to the behaviors and commitments needed for each customer interaction. What does "CARES" stand for?

• Center Correction, Be Accountable & Read and Discovery, Be the Expert, and Sale

• Customer
  Center,

  Be Acknowledge & Read and De-escalate, Be the 
  experience, and Summarize

• Center Customer, Be Acknowledge & Read and De-escalate, Be the experience, and Sale

• Customer
  Connection,

  Be Accountable & Research and Discovery, Be the 
  Expert, and Summarize

CCKM is known for what... (select all the apply)

• Customer service knowledge base ONLY

• It provides you with customer's information. such as address, phone number, and product information (It's our Yellow book)

• It provides you with the necessary guidance to quickly and effectively resolve customers’ questions and issues. (It's our Google)

• It is the central resource for the most accurate and up-to-date information (It's our Google)

What device is this...

• Gemini Air

• Genie Minis

• Gemini

• • Genie (advanced HD DVR)

What key performance "metrics" will your project be focused on... (Select all the apply)

• Conversion Rate

• CPH

  Contact Per Hour

• ACW

  After - Call Work

• SPH

  Sale Per Hour

• AHT

  Average Handling Time

True or False: You will need to initiate a credit check?

• True

• True and False. It depends if your sups tell you to.

• False