Inkling

Question 1

In ACSR, what search category is normally used to locate customers?

Answer 1

Customer Care

Question 2

What number do you use to retrieve a new voice messages from the main menu?

Answer 2

1

Question 3

How do you delete a voice mail message while it is playing?

Answer 3

Press 7 twice

Question 4

What is the code to mark a voicemail message unheard?

Answer 4

91

Question 5

By pressing this, it will cancel the message playback and return to the previous menu.

Answer 5

The “star” (*) key

Question 6

What are the 3 main differences between the “Standard” bill and the “Redesigned” bill.

Answer 6

1. The layout of the Monthly Account/Statement Summary on page 1.
2. The totals of each section of the billing details appear in a different place. Standard-total appears at the bottom. Redesigned-total appears at the top, in a blue bar.
3. The main billing detail begins on a different page. Standard-page 2. Redesigned-page 3.

Question 7

In regards to a customer’s first bill, what are 3 common disputes a customer will call in for?

Answer 7

Not informed of a charge at the time of the order.
Signed up online and told the install was free.
Not able to self-install and rolled a truck.
Told one charge and billed another.

Question 8

In regards to understanding the bill, what are 4 self-service options we can recommend for our customers?

Answer 8

Xfinity.com
Xfinity My Account App on the X1 operating system or Self Service feature on Non-X1 STB’s
Xfinity My Account App for Android/Apple devices
“How to Understand your XFINITY Bill” video on the XFINITY YouTube channel

Question 9

Code name of the new feature that is being launched in X1 stb?

Answer 9

Project Red-Netflix app available on X1 and Netflix content integrated within the guide.

Question 10

In addition to Office 365, Comcast business Cloud Solutions offer these software applications:

Answer 10

Docusign, Carbonite and F-Secure

Question 11

The XFINITY button on the X1 remote consolidated what 3 buttons from the Legacy remote in to 1 easy location?

Answer 11

XOD
My DVR
Menu

Question 12

What remote feature was removed when we transitioned from Legacy to X1?

Answer 12

Picture-In-Picture

Question 13

True or False: Both the X1 & Legacy remotes can be programmed to control a customer
s TV plus 1 auxiliary device.

Answer 13

True

Question 14

What should your response be to a Red light customer

Answer 14

Stop, listen, empathize, commit

Question 15

What are the tips to DEFUSE when speaking to an overly irate customer?

Answer 15

D-Don't become Defensive
E-Empathize with the customer and give verbal nods
F- Focus on feeling
U-Uncover the facts
S-Suggest a solution
E End positivity by checking

Question 16

What are the 4 NPS meeting types?

Answer 16

1 tNPS huddle, weekly, 30 minutes 1 eNPS huddle, monthly, 35 minutes 1 team builder, monthly, 30 minutes 1 team meeting, monthly, 50 minutes

Question 17

What is it called when you sent up a suggestion or idea through NPS?

Answer 17

Elevation

Question 18

Descibe how a yellow light customer feels

Answer 18

irritated, evasive, worried, uneasy, hesitant

Question 19

What does LINC stand for?

Answer 19

Listen, Inquire, Narrow, Confirm

Question 20

This is when the caller identifies him or herself as the name on the account?

Answer 20

Account Holder

Question 21

What are the types of NPS customers?

Answer 21

Passive, Detractor, Promoter

Question 22

Call us at

Answer 22

1-800-Xfinity

Question 23

What is the main NPS question asked to customers?

Answer 23

How likely are you to recommend Comcast to a family member or friend?

Question 24

what is a service call?

Answer 24

a service issue or problem that can not be resolved over the phone and requires a in-home visit from a tech

Question 25

When the caller is not the account holder, but is listed on the account as someone who is authorized to make decisions for the account, who are they?

Answer 25

Authorized User

Question 26

When a customer is described as a Red light they are feeling what?

Answer 26

Upset, Angry, Frustrated

Question 27

What is ACW?

Answer 27

After call work is time that is used to wrap up administrative notes from a call.

Question 28

What are the levels of progression in the Career Advance path for Nirvana Agents?

Answer 28

Customer Experience Specialist, Customer Experience Professional, Customer Experience Expert

Question 29

To learn more about NPS and to keep up to date with our roll out progress, go to this site

Answer 29

www.comcastnow.com/NPS

Question 30

What is the abbreviation for Line of Business?

Answer 30

LOB

Question 31

What are the 6 steps in the Comcast network?

Answer 31

You/Home/Business, Neighborhood Cables -(Nodes)Regional fiber rings, Fiber Backbone. The Cloud, System Technology

Question 32

what should be your response to a green light customer?

Answer 32

Go, Proceed with issue resolution, build rapport, build value

Question 33

Name the Comcast internal knowledge management and troubleshooting solution?

Answer 33

Einstein 360

Question 34

Tap, _____, Ground Block

Answer 34

Drop

Question 35

This maintains the codes, authorizations and entitlements for customer accounts?

Answer 35

The Billing System

Question 36

how would you describe a green light customer?

Answer 36

excited, happy, friendly, cheerful, contented

Question 37

What are the 3 adult learning styles?

Answer 37

Auditory, Tactile, Visual

Question 38

What are the 4 technologies WOH includes?

Answer 38

HomePlug, Ethernet, MoCA and WiFi

Question 39

what should your resonse be to a yellow light customer?

Answer 39

go slowly, ressaure, investigate, check in

Question 40

What is AUX?

Answer 40

Auxiliary is used when you are not taking live calls. It is your non productive time. When you are waiting for a call to come from the queue, you should not be in AUX

Question 41

What does LINC stand for?

Answer 41

Listen, Inquire,Narrow,Confirm