WorksheetsTROUBLESHOOTING FOR PREMIER
Total questions: 16
Worksheet time: 1hrs 20mins
USING ARTICLE *544769 ANSWER - WHAT ARE THE ONLY ERROR CODES YOU (ISM) WOULD TROUBLESHOOT FOR A CALLER? SELECT ALL THAT APPLY
203
721
722
007
USING ARTICLE *544769 ANSWER - WHAT IS ERROR CODE 203?
SERVICE INTERRUPTED
SERVICE CANCELLED
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NO SIGNAL
USING ARTICLE *544769 ANSWER - WHAT IS ERROR CODE 721?
SERVICE NOT AUTHORIZED
HARDWARE ERROR DETECTED
NETWORK COMMUNICATIONS
PURCHASE LIMIT
USING ARTICLE *544769 ANSWER - WHAT IS ERROR CODE 722
PLEASE REFRESH YOUR SERVICE
ACCESS CARD ERROR
DISH COMMUNICATION PROBLEM
TV DOES NOT SUPPORT 4K
USING ARTICLE *544769 ANSWER - ONCE YOU LOCATE THE ERROR CODE THE HYPERLINKED ARTICLE PROVIDES INSTRUCTIONS ON WHAT THE NEXT STEPS ARE TO PROVIDE PREMIER CUSTOMER SERVICE!
TRUE
FALSE
USING ARTICLE *544769 ANSWER - WHAT IS THE TEAM THAT ACE, BGI, & ISM TRANSFER ALL OTHER TROUBLESHOOTING ISSUES TO?
TEC
TOC
OCT
ECT
WHAT TOOL IS USED TO LOCATE THE CORRECT NUMBER TO USE TO TRANSFER TO TEC/TECHNICAL SUPPORT FOR DIRECTV?
DIRECTORY TOOL
YELP TOOL
MYCSP ARTICLE *544769
WHAT IS THE NUMBER FOR DIRECTV TECHNICAL SUPPORT?
888-999-4815
844-822-3352 TSP
IF A CUSTOMER WANTS TO DISCONNECT UVERSE SERVICE DUE TO TECHNICAL ISSUES YOU (CLG) HAS A SPECIAL TEAM YOU CAN WARM TRANSFER THEM TO AS A SAVE ATTEMPT
TRUE
FALSE
WHAT IS THE NAME OF THE TEAM YOU (CLG) CAN CONTACT IF THE CALLER IS CANCELLING UVERSE PRODUCTS DUE TO TECHNICAL ISSUES.
UVERSE ADVANCED REPAIR/LCR LAST CHANCE REPAIR
ATS
TEC
IT IS OKAY TO TRANSFER THE CALLER TO ADVANCED REPAIR IF NO ONE IS IN THE HOME AND AVAILABLE TO TROUBLESHOOT THE ISSUE.
TRUE
FALSE
IF THE CALLER HAS QUESTIONS ABOUT THEIR PENDING INSTALLATION OR REPAIR APPOINTMENT WHAT TOOL IS AVAILABLE TO ASSIST?
WMT - WHERE'S MY TECH
ABC - AFTER BUSINESS CONTACT
SOS - SAVE OUR SALES
ATT - ANY TARGET TIME
WHAT IS THE CONTACT NUMBER FOR REGULAR UVERSE AND RC1 ACCOUNT TECHNICAL SUPPORT?
855-920-0146 TSP
844-822-3352
855-250-4777
888-562-8662
WHAT DOES ATS STAND FOR?
ADVANCED TECHNICAL SUPPORT
AGENT TECHNICAL SAVE
ALMOST THERE SUPPORT
AFTERCARE TECHNICAL SOLUTIONS
WHAT ARE SOME ISSUES ATS CAN RESOLVE? SELECT ALL THAT APPLY.
MESSAGING ISSUES
DROPPED CALLS
LAPTOP DATA CONNECT
WI-FI CALLING
WHAT IS THE NUMBER FOR ATS?
800-331-0500
800-676-2775
