NEW
Font size
WorksheetsComplete Recovery EQ FINAL
Total questions: 20
Worksheet time: 10mins
Complete Recovery Works for Comcast, Cox. True or False
True
False
What type EQ we are recovering for our clients??
Cell phones and Earphones
Modem and Cable boxes
TV and Home Theater
Wall charger
What we need to ask for outbound call to secure the account?
Ask for customers by first and last name
Call recorded and monitored for Quality
State complete street address and request city, state and zip code
All of the above
What is AUTOFAIL?
Not confirming customer's full name and last name
Don´t say where you are.
Don´t say your firts and last name.
If 3rd party (inbound or outbound) gets the call, how can we authenticate the account?
Must confirm first and last name.
Asking who we are speaking to
Must gain 3rd parties first name, last name and the relationship with the account holder.
LiveVox is the system to leave the notes on the customer's account.
True
False
What means CRCR in LiveVox panel
COMCAST
SPECTRUM
XFINITY
COX
How many days does a customer have to fulfil a container promise?
3
7
15
8
If the customer will not be restarting in 7 days and doesn't agree to return the EQ, but he authenticated the account. What Dispositions we will use?
ER ONE
RPC NO PROMISE
7 DAYS HOLD
RR 14
If a customer informs you that their EQ is lost, stolen or damaged, and he already talked with CUSTOMER SERVICES. What disposition will we use?
ER ONE
7 DAYS HOLD
RR14
WRONG NUMBER
If you're informed that the account holder is deceased. Is it mandatory for the family to return the equipment?
True
False
You need to refer to this link www.xfinity.com/fraudclaimform in what kind of cases?
Military accounts
Lost EQ
Fraud
Bankruptcy
Do we have to re-confirm the street address when the customer asks for a container?
Yes, we always have to do it.
Yes, we need to do it in case the customer moved from an address.
No, the system already has the address updated.
None of the above.
What would be a note for a wrong number disposition?
WRONG NUMBER - DO NOT CALL THIS NUMBER
WN 302 842 3326 DEACTIVATED
WN DEACTIVATED
TT (CUST NAME) 302 842 3326 DEACTIVATED
What do we have to do if a customer says DO NOT CALL ME ANYMORE?
We need to verify the identity and then deactivate all the customer's information.
We need to deactivated Address
We just need to deactivated Address, Phone and Email
We need to deactivated Email
Why is documentation important?
Document all calls to ensure maximum efficiency and a great experience for our customers.
Quicker/easier research
Consistent mutual understanding
All above
What is Our goal in Active Downgrade Accounts?
Verify if the customer still has some piece of equipment active and helps them to return or to restart their devices.
Ask if CX wants to cancel their services
Let the customers know that they have their equipment active, and we just want to check if it's working or not.
None of the above.
What company has the NEVER INSTALL accounts?
COMCAST
SPECTRUM
XFINITY
COX
"Thank you for being the best part of Comcast, and we hope to provide services in the future". What behavior is this statement related to?
Begin a Brand Ambassador
Set clear expectations
Listen actively and respond appropriately
Make it effortless
What does the set clear expectations' behavior is related to?
To confirm the customer's equipment.
To verify the customers' identity.
To do the complete recap
All of the above.
