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2015 Tony > care-comcast > Flashcards

care-comcast Flashcards

1
Q

When you use LOQs approximately on every call, what can improve?

A

The core metrics, such as First Call Resolution (FCR) and Avoidable Truck Rolls

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2
Q

In Café 360, where can you quickly view all outages associated with the account by Duration and Product?

A

View Outage History

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3
Q

What Comcast App allows customers to read their email?

A

Xfinity Connect app

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4
Q

Aired live on Sundays during the NFL Season, this channel will switch from game to game to air live action each time a team is poised to score?

A

NFL Redzone(Einstein Doc. CNT1242)

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5
Q

What does the green flag in Proximity check mean?

A

Online device

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6
Q

If a customer has 2 XG1s in the home, How many be programs will they be able to record simultaneously?

A

8 (Einstein Document ID PRD1222)

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7
Q

What are the levels of progression in Career Advance Path?

A

Customer Experience Rep, Customer Experience Associate, Customer Experience Specialist, Customer Experience Professional, and Customer Experience Expert

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8
Q

What is the URL for our new Xfinity WiFi Home Hotspot?

A

wifi.comcast.com/hotspots

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9
Q

On which TV show would you be most likely to see Adam Richman wolfing down a 10-pound, super-stuffed pizza all by himself?

A

“Man vs. Food” on the Travel Channel

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10
Q

How many programs can you store at once on Xfinity On Demand?

A

99(Einstein Doc. TLK1037)

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11
Q

Which Comcast founder was inducted into the Cable Hall of Fame in 2002?

A

Daniel Aaron

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12
Q

What is the minimum service commitment for Internet Essentials Bulk?

A

8 months(Einstein Doc. TLK1084)

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13
Q

What is the maximum distance you can check in proximity check?

A

750 ft

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14
Q

Why is it so important to verify an authorized user on an account?

A

It Supports the privacy and security of customers’ account information. (Einstein Document ID POL105)

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15
Q

Our compliance and ethics training program of Comcast’s commitment to integrity?

A

“Do What’s Right”

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16
Q

What is the web address to access the Comcast mobile account site?

A

https://customer.comcast.com/m

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17
Q

System-guided questions that help guide a customer care representative during interactions with a customer, or sometimes with other Comcast employees?

A

LOQs

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18
Q

Which Comcaster led the National Tools Team in the development of Scout Flux?

A

Larry Wolcott

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19
Q

The Café 360 “Recent Customers” option will retain how many account searches?

A

20 accounts

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20
Q

Our commitment to acting with the highest ethical standards and to protecting our reputation for integrity?

A

Code of Conduct

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21
Q

What is the suite of video products and services developed exclusively to serve Spanish speaking customers?

A

Xfinity Latino

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22
Q

In which year did Comcast partner with Disney to acquire 40% controlling interest in E! Entertainment Television and Style Network?

A

1997

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23
Q

What was the first network to use color in broadcasting?

A

NBC

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24
Q

What is the name of NBC Universals Spanish language broadcast network?

A

Telemundo

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25
Q

This American reality TV series features Jennifer Farley and Nicole Polizzi.

A

“Snooki and JWoww” on MTV

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26
Q

What are the 3 adult learning styles?

A

Auditory, Tactile, Visual

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27
Q

Who’s work in the 1960s is credited for coupling information with lightwaves?

A

Theodore Maiman

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28
Q

April 30, 2011 will be the anniversary of how many Comcast Cares days?

A

10

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29
Q

What year was Comcast incorporated?

A

1969

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30
Q

In what year was the Comcast Customer Guarantee introduced to our customers?

A

2009

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31
Q

Who was the winner of the first annual, “The Idea” contest?

A

Nathan Kalish, for “Watch.It,” a personal, sharable and customizable content aggregator that builds on SEEiT

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32
Q

Which tv series final episode attracted 76 million visitors?

A

Seinfeld

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33
Q

Competitive Hispanic Talking Points are available for which four competitors?

A

AT&T, Fios, DirecTV, Dish Network

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34
Q

What two type of account numbers will Café 360 show?

A

Enterprise and Local Billing Account numbers

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35
Q

A marketing push involving the new Xfinity brand, which was in the early stages of a merger with Comcast, took place during what popular sporting event?

A

The 2010 Winter Olympics coverage on NBC

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36
Q

What do you type into your browser to access Café 360?

A

Cafe360

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37
Q

What is the cost of a truck roll in Big South?

A

$70

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38
Q

What year did Comcast launched its “Internet Essentials” program?

A

2011

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39
Q

What are the 4 steps in troubleshooting?

A

Identify, Isolate, Fix, Verify

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40
Q

Comcast has over ___ million Video on Demand viewings per day?

A

15

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41
Q

Comcast implemented a new way to manage your career as well as see your progression as you grow with the company. What is the name of this care program?

A

Career Advance Path (C.A.P.)

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42
Q

What is the mandate by the Federal Communications Commission (FCC), which requires that Comcast provide digital set top boxes that separate the security control CableCARD from the set top box?

A

Separable Security (Document ID HOW3380)

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43
Q

Which products self install kit does not automatically come with Spanish language instructions?

A

DTA SIKs (which an agent must specifically order in Spanish if desired)(Einstein Doc. TLK1042)

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44
Q

What are the 5 key facts for adult learning?

A
  1. Variety2. Experience3. Relevance4. Brevity5. Self-Discovery
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45
Q

What Comcast apps will allow you to set TV recordings?

A

Xfinity TV Remote & Xfinity X1 Remote App

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46
Q

Who is the emcee for the “Dream Series 2010”?

A

Rick Germano

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47
Q

What On Demand subscription service offers commercial free access to 10-12 Disney movies each month, plus other great features?

A

Disney Family Movies On Demand

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48
Q

How can you reschedule a Comcast Tech appointment though My Account?

A

1) Access the My Account mobile site.2) Tap Manage your appointment.3) Enter in with your Comcast ID and password and tap Sign In.4) The Manage your appointment page displays. Tap Reschedule Appointment.

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49
Q

Where are Contracts and Documents in Café 360 pulled from?

A

Workbench or Century

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50
Q

As of Nov. 2014, how many times has Comcast increased speeds to our customers within the last 12 years?

A

13 times (Seattle market being the most recent; Performance 50Mbps, Blast 105Mbps, and Extreme 130Mbps)

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51
Q

What voluntary program is available to Comcasters who want to help low-income Americans get connected to transformative technology at home?

A

Internet Essentials Ambassadors program

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52
Q

In 2010, Comcasters trialed some new operational changes to support the Comcast Customer Guarantee in what two cities?

A

Charleston, SC, and Spokane, WA.

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53
Q

What is the single web-based application CAEs can use to escalate customer issues to back office Technical Support staff?

A

ER One

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54
Q

What does S4 stand for?

A

Start, Solve, Sell, Summarize

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55
Q

What is the name of Comcast’s Twitter team, which engages more than 25,000 unique customers per month on social media platforms?

A

Comcast Digital Media Outreach team

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56
Q

What does the purple flag in Proximity check mean?

A

Critical signal level

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57
Q

Where are the Competitive Talking Points located?

A

Competitive Talking Points Index

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58
Q

In Café 360, how can an agent access detailed information about the services and products?

A

Knowledge Base Search

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59
Q

Customer satisfaction is at least ____ percentage points higher for customers who are aware of the Customer Guarantee as compared with those who are unaware of it?

A

12

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60
Q

What is the more common name of FCC Section 630, which defines cable consumer rights?

A

The Cable Act

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61
Q

Tools will enable agents to provide relevant information to help customers and potential customers make confident and informed decisions on the products and services Comcast offers on www.comcastedge.com?

A

Competitive Edge

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62
Q

In an X1 whole home setup, 3 DVR’s give you what extra features that an Anyroom X1 DVR services doesn’t?

A

Combine the DVR tuners to record 12 shows at the same time and it’s hard drive space to 1.5TB of storage.

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63
Q

What is the credo translated in latin?

A

Believe

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64
Q

Which part of the Comcast Customer Guarantee asks the Comcast employee to use the Five Whys activity?

A

30-day Money Back Guarantee

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65
Q

What Comcast app allows customers to read their email?

A

Xfinity Connect app

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66
Q

What is the tallest building in Philly, that opened in 2008?

A

Comcast Center

67
Q

When was Comcast founded?

A

June 28, 1963

68
Q

What year was the Golf Channel launched?

A

1996

69
Q

What was Comcast’s original name?

A

American Cable Systems

70
Q

On December 10, 2014, it will mark the 2 year anniversary of what?

A

The new Comcast logo combining the name Comcast and NBC’s iconic peacock(Einstein Doc. TLK1453)

71
Q

Fancast Xfinity TV made a list of the top 20 TV shows of the past decade, which TV show ranked first?

A

American Idol

72
Q

In Café 360, what does a red elephant icon under the customer name and account number indicate?

A

PRI Trunking Customer

73
Q

What are the 5 Comcast cable business entities?

A

Xfinity TV, Xfinity Internet, Xfinity Voice, Comcast Business Services, Comcast Interactive Media

74
Q

Used to measure effectiveness of customer interactions, track progress over time, understand customer requirements, determine impact on overall relationship perceptions as well as business outcomes, identify best practices and gaps, provide directional feedback to Agents/Reps, & achieve all of the above by managing customer touches and ensuring a pleasant customerfeedback experience?

A

Voice of the Customer (VOC)

75
Q

What is the name of the rebranded Telefutura network?

A

UniMas

76
Q

FIRST (For Inspiration and Recognition of Science and Technology) Robotics was founded in 1989 by whom?

A

Dean Kamen

77
Q

What is the minimum distance you can check in proximity check?

A

250 ft

78
Q

This is the tool that helps CAEs explain Operator Assisted, Directory Assisted, and International calls.

A

Neptune

79
Q

How long do you have to wait in order to advance in the C.A.P. program?

A

Minimum of a year

80
Q

In Café 360, clicking here will open options to fix common issues without accessing another application.

A

ToolKits

81
Q

In what year did The Tonight Show first air?

A

1954

82
Q

This reality series features Michael Sorrentino as “the Situation”

A

“Jersey Shore” on MTV

83
Q

What are the five key strategies for a solid customer experience?

A
  1. Be a Comcast Ambassador 2. Be Compassionate 3. Be Thorough 4. Educate the Customer 5. Show Dependability
84
Q

If we are late to an appointment, we will pay a customer this much?

A

$20 (or $25 in Chicago)

85
Q

What Network did Floyd Mayweather sign a deal with for his next 6 PPV fights in 2013?

A

Showtime

86
Q

What anniversary did Comcast celebrate on November 13, 2013?

A

50th Anniversary

87
Q

What is the Comcast credo?

A

Comcast will deliver a superior experience to our customers everyday. Our products will be the best and we will offer the most customer friendly and reliable service in the market.

88
Q

What Comcast service allows you to watch hit movies and entire past seasons of your favorite shows commercial free on multiple screens like your laptop, tablet, smartphones, and TV?

A

Xfinity Streampix

89
Q

List 3 of 5 communication Don’ts

A

1) Argumentative2) Loud3) Act Like a Know-It-All4) Personal5) Sarcastic

90
Q

What is the URL that provides customers information on using and programming their remotes?

A

customer.comcast.com/remotes

91
Q

Comcast filed an application at the U.S. Patent & Trademark office on June 21, 2012 for what popular slogan?

A

The Future of Awesome

92
Q

If a customer ordered a piece of equipment, and on day 17 they call in to setup an appointment, what type of order would you schedule?

A

Change of Service (COS) Failed SIK

93
Q

What game-oriented network does Comcast own?

A

G4

94
Q

Which show takes you to homes filled with broken furniture, appliances, food, piles of clothes, mounds of books and toys?

A

“Hoarders” on A&E

95
Q

In this series, pot selling soccer mom Nancy Botwin is constantly finding a new crop of trouble.

A

“Weeds on Showtime

96
Q

What standard was approved by the FCC in 1953 for commercial analog color TV broadcasting?

A

National Television Standards Committee (NTSC) Standard

97
Q

What is the Comcast/NBC bilingual cable network that is the sister channel of Telemundo?

A

Mun2

98
Q

When should the CCG be presented/promoted to our customers?

A

On every interaction

99
Q

On April 18, 2013, United Way Worldwide honored Comcast Corporation with which award for two of its highest honors for volunteer and philanthropic engagement?

A

Summit Awards

100
Q

Which Comcast app will show Wifi partner hotspots?

A

Xfinity Wifi app

101
Q

How do customers access the my DVR manager online?

A

xfinitytv.comcast.net/mytv/dvr

102
Q

On December 10, 2014, it will make the 2 year anniversary of what?

A

The new Comcast logo combining the name Comcast and NBC’s iconic peacock

103
Q

Before the announcement that “Internet Essentials” would be extended indefinitely, how long was it originally scheduled to be launched to new customers for?

A

3 years

104
Q

Who is the national spokesperson for Internet Essentials?

A

Tony Dungy

105
Q

What link in Café 360 can you click on to view a channel line up tied to the customer’s video service?

A

Business Channel Lineup

106
Q

Comcast Network supports on average the delivery of _____ million emails daily?

A

136

107
Q

What program recognizes high school seniors for their community service, academic performance, and leadership skills, and offers one time scholarship grants of $1,000 from the Comcast Foundation?

A

The Comcast Leaders and Achievers Scholarship

108
Q

What year was the very first Comcast Cares Day?

A

2001

109
Q

What is the workplace mentoring program in which Comcast partnered with BBBS in 2008 at its Philadelphia headquarters?

A

Beyond School Walls

110
Q

Which appreciation offers are available to our customers with the CCG?

A

A free premium channel (HBO, Showtime, Cinemax, or STARZ) of their choice for 3 mos or a one-time credit of $20 ($25 in GCR)

111
Q

What does the yellow flag in Proximity check mean?

A

Degraded Signal level

112
Q

While using the Xfinity TV Remote app on the iPad, which feature would you use to view schedule recordings?

A

DVR Manager

113
Q

Since 2005, Comcast has sponsored a robotics program run by which organization, which culminates in a robotics competition among 10,000 high school teens worldwide?

A

FIRST (For Inspiration and Recognition of Science and Technology)

114
Q

What is the term for informal language that should be avoided in customer interactions?

A

Slang

115
Q

What does a customer receive with Comcast’s 30 day money back guarantee?

A

All installation charges and the monthly incurring charges.

116
Q

What is the term for overly technical language that should be avoided in customer interactions?

A

Jargon

117
Q

Where was Comcast founded?

A

Tupelo, MS

118
Q

What year did Comcast began promoting Xfinity, the company’s rebranded trademark for triple play services?

A

2010

119
Q

What does the red flag in Proximity check mean?

A

Offline device

120
Q

What are the Comcast Touchtones?

A
  1. Diversity2. Respect3. Quality4. Ethics5. Enthusiasm6. Employee Focus7. Flexiblity
121
Q

What tool can Comcasters use to help a Comcast customer on-the-spot?

A

“We’re on it”

122
Q

What is Comcast’s Unlimited Long Distance Threshold for Xfinity Voice Users?

A

5,000 minutes of usage.(Einstein Document ID POL1177)

123
Q

This tv series based on a comic book about post-apocalyptic world dominated by flesh-eating zombies.

A

“The Walking Dead” on AMC

124
Q

Billing & Payment Info in Café 360 will show the data for which two types of products?

A

SMB and Enterprise

125
Q

According to Comcast’s XFINITY Voice Acceptable Use Policy, name the 4 things XFINITY Voice service can NOT be used for.

A

1) Auto-dialing for telemarketing purposes2) Fax broadcasting3) Operating a business (including a home-based or a nonprofit business)4) Operating a call center(Einstein Document ID POL1177)

126
Q

Customer satisfaction is at least ____ percentage points higher for customers who have received a credit under the Guarantee?

A

20

127
Q

Name four of the seven ways for a customer to get in touch with Comcast Customer Care?

A
  1. “Ask Comcast” FAQs2. Live Chat3. Send Feedback4. Online Forum5. Email6. 1800 Comcast7. Visit Payment Center
128
Q

In what year was QVC was founded?

A

1986

129
Q

What is in the Comcast Customer Guarantee?

A

We will give you a 30 day, money back guarantee on our video, voice or high-speed services.We will resolve routine issues in one visit or give you a $20 credit. ($25 in GCR)We will always be on time within your appointment window.We’re here for you 24 hours a day, 7 days a week to answer questions at your convenience.We will treat you and your home with courtesy and respect.We will offer easy-to-understand packages and provide you with a clear bill.We will continually offer the best and most video choices.

130
Q

Name 3 things all documents contain?

A

Document ID, Published Date, Title

131
Q

What does Xfinity stand for?

A

Infinite content choices and cross-platform features

132
Q

Commercial Agent Front End Portal that provides a single point of access for a variety of care related tools and mechanisms for Business Services Enterprise and SMB Commercial Care Organizations.

A

Café 360

133
Q

What are the four conversational tools that create a positive customer interaction?

A
  1. Confidence2. Responsiveness3. Empathy4. Patience
134
Q

What are the 3 areas of risk that can arise from customer interactions?

A
  1. Money / Damages2. Allegations of inappropriate behavior3. Confrontational or dangerous situations
135
Q

What is the home visit procedure verbiage?

A

Home Visit Procedure and full disclosure Verbiage1. Confirm and repeat call first number2. Advise the customer of Comcast pre-call procedure (3 Calls day of appointment)3. Confirm and repeat the Day, Date, and arrival window of the appointment 4. Someone at least 18 years old home the entire time the tech is there5. Verify the work order details. What will the tech be repairing or installing during his visit.6. Tech will need access to all Comcast equipment and customer should make this accessible.

136
Q

What Is The Website Customers can access to transfer their XFINITY service?

A

comcast.com/moversedge

137
Q

What type of notification does a customer receive when they are out of compliance with the XFINITY Voice Acceptable Use Policy?

A

An Auto-Dial Violation Notice letter or an Excessive Long Distance Violation Notice letter.(Einstein Document ID POL1177)

138
Q

Marine Division follows the men of the 1st Marine Division from the isolated jungles of Guadalcanal to the fine trenched ridges of Okinawa?

A

“The Pacific” on HBO

139
Q

Comcast has how many phone subscribers in 2013?

A

10 million

140
Q

Comcast and NBCUniversal depends on innovation and entrepreneurialism in every part of the company. Great ideas are key to our future, and that’s why in August we announced the launch of?

A

The Idea

141
Q

Term or acronym for a Best Buy Employee selling Comcast services?

A

Blue Shirt

142
Q

What was the name of the previous program that Care used to track your growth in Comcast?

A

CommCare

143
Q

Who founded Comcast?

A

Daniel Aaron, Julian Brodsky, and Ralph Roberts

144
Q

What must be validated first before adding, modifying or disconnecting any existing account, or before restarting a previously existing account?

A

Positive ID. (Einstein Document ID POL105)

145
Q

Powered by Western Union, what is the name of the electronic bill payment service where you can make convenient online payments to Comcast, using the payment method of your choice?

A

Western Union Speedpay

146
Q

List 3 of 5 communication Do’s:

A

1) Listen2) Clarify3) Be Attentive4) Be Empathetic5) Share

147
Q

In what year did Comcast merge with AT&T Broadband?

A

2002

148
Q

Which company did Comcast reach an agreement with that provides a more direct connection between content servers and the Comcast Network, consistent with industry best practices?

A

Netflix(Einstein Doc. TLK2094)

149
Q

What are 3 Convenient Options offered for Customers to Transfer Service Using Mover’s Edge?

A

1) An Easy To Use Self-Installation Kit (SIK)2) Professional Installation on the date of The Customer’s Preference with a Two hour appointment Window That Is Guaranteed3) Customer Self Move, The Move Equipment Tool verifies if the Customer is able to take Their Equipment with them for their new address.

150
Q

What does the blue flag in Proximity check mean?

A

Customers info

151
Q

How long are XFINITY On Demand rentals accessible in the Recently Viewed folder

A

Free Programs Less than 20 minutes: Not saved in Recently Viewed and Resume Points are not maintainedFree Programs 20–40 minutes: Saved in Recently Viewed for three hours and Resume Points are maintained for three hoursFree Programs Over 40 minutes: Saved in Recently Viewed for 24 hours and Resume Points are maintained for 24 hoursRented On Demand Programs: Saved in Recently Viewed for the entire rental window (i.e. 24/48 hours) and Resume Points are maintained for entire rental windowAdult Content: Saved in Recently Viewed for six hours and Resume Points maintained for six hours(Einstein Doc. TLK1037)

152
Q

What year was the Comcast and Netflix agreement made?

A

2014(Einstein Doc. TLK2094)

153
Q

In what year did Comcast gain approval for its acquisition of NBCUniversal?

A

2011

154
Q

The “Contact History” option in Café 360 will show these 5 different tabs.

A

-Contact History-Ticket History-Customer History-CAE Lookup-Email History

155
Q

which network has 97 million cable and satellite subscribers and has hit shows such as “The Soup” and “Keeping up with the Kardashians?”

A

E! Entertainment Television

156
Q

Comcast established which award to honor this Philadelphia business leader and founding board member of Comcast Corporation?

A

The Gus Amsterdam Leadership award

157
Q

Callers will not be offered a VOC survey on what days?

A

Easter (Only applies for Random VOC Surveying)Memorial DayIndependence DayLabor DayThanksgiving DayChristmas EveChristmas DayNew Year’s EveNew Year’s Day

158
Q

Clicking this in Café 360 will allow an agent to access related sites for Enterprise customers only.

A

Related Sites Button

159
Q

What is the name of the largest single-day corporate volunteer effort in the country?

A

Comcast Cares Day

160
Q

In Café 360, this provides the ability to initiate a on-demand refresh of the Network Health widget to determine if a outage has been declared for the customer queried.

A

View Outage History

161
Q

What is the name of our new customer loyalty program that is a members only program for HD Preferred Plus, HD Premiere, and HD Complete XF Triple Play customers?

A

Xfinity Insider

162
Q

What program provides the opportunity for young adults, from low-income background, to develop their technological skills for the benefit of the community?

A

Comcast Digital Connectors

163
Q

Comcast announced agreements with 4 new, minority-owned independent networks on February, 2012. Name 2 of them.

A
  1. Aspire2. Revolt3. El Rey4. Baby First Americas
164
Q

What term is used to describe a complete list of analog or digital channels for a specific geographical area?

A

Channel Lineup

2015 Tony (17 decks)

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