WorksheetsWestSide
Total questions: 13
Worksheet time: 10mins
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? (a) 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.
(a)
As a frontline advisor , how much is the credit limit for BUSINESS ACCOUNT.
(a)
Ture or False We always pin verify business customer?
TRUE
FALSE
POLE TO PLOE IS ?
(a)
POLE TO HOUSE IS ?
(a)
