care-comcast Flashcards
When you use LOQs approximately on every call, what can improve?
The core metrics, such as First Call Resolution (FCR) and Avoidable Truck Rolls
What Comcast App allows customers to read their email?
Xfinity Connect app
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?
NFL Redzone(Einstein Doc. CNT1242)
What does the green flag in Proximity check mean?
Online device
If a customer has 2 XG1s in the home, How many be programs will they be able to record simultaneously?
8 (Einstein Document ID PRD1222)
What are the levels of progression in Career Advance Path?
Customer Experience Rep, Customer Experience Associate, Customer Experience Specialist, Customer Experience Professional, and Customer Experience Expert
What is the URL for our new Xfinity WiFi Home Hotspot?
wifi.comcast.com/hotspots
On which TV show would you be most likely to see Adam Richman wolfing down a 10-pound, super-stuffed pizza all by himself?
“Man vs. Food” on the Travel Channel
How many programs can you store at once on Xfinity On Demand?
99(Einstein Doc. TLK1037)
Which Comcast founder was inducted into the Cable Hall of Fame in 2002?
Daniel Aaron
What is the minimum service commitment for Internet Essentials Bulk?
8 months(Einstein Doc. TLK1084)
What is the maximum distance you can check in proximity check?
750 ft
Why is it so important to verify an authorized user on an account?
It Supports the privacy and security of customers’ account information. (Einstein Document ID POL105)
Our compliance and ethics training program of Comcast’s commitment to integrity?
“Do What’s Right”
What is the web address to access the Comcast mobile account site?
https://customer.comcast.com/m
System-guided questions that help guide a customer care representative during interactions with a customer, or sometimes with other Comcast employees?
LOQs
Which Comcaster led the National Tools Team in the development of Scout Flux?
Larry Wolcott
Our commitment to acting with the highest ethical standards and to protecting our reputation for integrity?
Code of Conduct
What is the suite of video products and services developed exclusively to serve Spanish speaking customers?
Xfinity Latino
In which year did Comcast partner with Disney to acquire 40% controlling interest in E! Entertainment Television and Style Network?
1997
What was the first network to use color in broadcasting?
NBC
What is the name of NBC Universals Spanish language broadcast network?
Telemundo
This American reality TV series features Jennifer Farley and Nicole Polizzi.
“Snooki and JWoww” on MTV
What are the 3 adult learning styles?
Auditory, Tactile, Visual
Who’s work in the 1960s is credited for coupling information with lightwaves?
Theodore Maiman
April 30, 2011 will be the anniversary of how many Comcast Cares days?
10
What year was Comcast incorporated?
1969
In what year was the Comcast Customer Guarantee introduced to our customers?
2009
Who was the winner of the first annual, “The Idea” contest?
Nathan Kalish, for “Watch.It,” a personal, sharable and customizable content aggregator that builds on SEEiT
Which tv series final episode attracted 76 million visitors?
Seinfeld
Competitive Hispanic Talking Points are available for which four competitors?
AT&T, Fios, DirecTV, Dish Network
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?
The 2010 Winter Olympics coverage on NBC
What is the cost of a truck roll in Big South?
$70
What year did Comcast launched its “Internet Essentials” program?
2011
What are the 4 steps in troubleshooting?
Identify, Isolate, Fix, Verify
Comcast has over ___ million Video on Demand viewings per day?
15
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?
Career Advance Path (C.A.P.)
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?
Separable Security (Document ID HOW3380)
Which products self install kit does not automatically come with Spanish language instructions?
DTA SIKs (which an agent must specifically order in Spanish if desired)(Einstein Doc. TLK1042)
What are the 5 key facts for adult learning?
- Variety2. Experience3. Relevance4. Brevity5. Self-Discovery
What Comcast apps will allow you to set TV recordings?
Xfinity TV Remote & Xfinity X1 Remote App
Who is the emcee for the “Dream Series 2010”?
Rick Germano
What On Demand subscription service offers commercial free access to 10-12 Disney movies each month, plus other great features?
Disney Family Movies On Demand
How can you reschedule a Comcast Tech appointment though My Account?
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.
As of Nov. 2014, how many times has Comcast increased speeds to our customers within the last 12 years?
13 times (Seattle market being the most recent; Performance 50Mbps, Blast 105Mbps, and Extreme 130Mbps)
What voluntary program is available to Comcasters who want to help low-income Americans get connected to transformative technology at home?
Internet Essentials Ambassadors program
In 2010, Comcasters trialed some new operational changes to support the Comcast Customer Guarantee in what two cities?
Charleston, SC, and Spokane, WA.
What is the single web-based application CAEs can use to escalate customer issues to back office Technical Support staff?
ER One
What does S4 stand for?
Start, Solve, Sell, Summarize
What is the name of Comcast’s Twitter team, which engages more than 25,000 unique customers per month on social media platforms?
Comcast Digital Media Outreach team
What does the purple flag in Proximity check mean?
Critical signal level
Where are the Competitive Talking Points located?
Competitive Talking Points Index
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?
12
What is the more common name of FCC Section 630, which defines cable consumer rights?
The Cable Act
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?
Competitive Edge
In an X1 whole home setup, 3 DVR’s give you what extra features that an Anyroom X1 DVR services doesn’t?
Combine the DVR tuners to record 12 shows at the same time and it’s hard drive space to 1.5TB of storage.
What is the credo translated in latin?
Believe
Which part of the Comcast Customer Guarantee asks the Comcast employee to use the Five Whys activity?
30-day Money Back Guarantee
What Comcast app allows customers to read their email?
Xfinity Connect app
What is the tallest building in Philly, that opened in 2008?
Comcast Center