WorksheetsDay 8 Huddle
Total questions: 10
Worksheet time: 6mins
True or False? Empathy is required whenever a customer expresses an issue or dissatisfaction. This includes Frontier and non-Frontier related issues. Empathy statements must be delivered in a timely fashion, immediately following the expressed concern.
True
False
True or False? “I apologize” or “I’m sorry” on its own is considered an empathy statement.
True
False
Mrs. Dawson’s TV service is out. Her favorite show is about to come on. Which would be the best empathy statement to provide Mrs. Dawson?
I apologize that your TV service is out Mrs. Dawson. I understand how frustrating it is to miss your favorite show. I will do my best to get this issue resolved quickly.
Sorry you're not able to watch your favorite show Mrs. Dawson.
I apologize that your TV service is out Mrs. Dawson. Can i get your account # please?
Select ALL Qauntum STBs
VMS 1100
IPC 815 (Wireless)
QIP 7232
IPC 1100 (Wired)
When replacing a remote for a vantage/fiber customer we should...?
Send Field Technician.
Reach out to Supervisor/Lead
Select Resolution Tool Box in HUB. Then select Dropship.
Simpl
Carl's TV service is out. His TV has a message with "No Signal" . Which would be the best CORE Workflow to select?
Video Start Flow
All Channels Not Available or Not Subscribed
All Services Out
No Signal
What information is needed to Add/Activate a STB?
USI
IP Address
Host Serial Number or the MCARD Serial Number
Model Number
Customer is having trouble with VMS 1100, IPC815, and IPC 1100 boxes. Which is the correct troubleshooting guidelines to select based off this customer's equipment?
QIP Video Troubleshooting
Quantum: Selecting Servers to View Recordings
Quantum: Video Troubleshooting
FiberOptic Video Quick Codes
True or False? The ONT must be "In Service" for a customers video service to function properly.
True
False
Select ALL Legacy STBs
QIP7232 (DVR)
IPC1100
DCT700
QIP7100
