Inkling Flashcards
In ACSR, what search category is normally used to locate customers?
Customer Care
What number do you use to retrieve a new voice messages from the main menu?
1
How do you delete a voice mail message while it is playing?
Press 7 twice
What is the code to mark a voicemail message unheard?
91
By pressing this, it will cancel the message playback and return to the previous menu.
The “star” (*) key
What are the 3 main differences between the “Standard” bill and the “Redesigned” bill.
- The layout of the Monthly Account/Statement Summary on page 1.
- 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.
- The main billing detail begins on a different page. Standard-page 2. Redesigned-page 3.
In regards to a customer’s first bill, what are 3 common disputes a customer will call in for?
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.
In regards to understanding the bill, what are 4 self-service options we can recommend for our customers?
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
Code name of the new feature that is being launched in X1 stb?
Project Red-Netflix app available on X1 and Netflix content integrated within the guide.
In addition to Office 365, Comcast business Cloud Solutions offer these software applications:
Docusign, Carbonite and F-Secure
The XFINITY button on the X1 remote consolidated what 3 buttons from the Legacy remote in to 1 easy location?
XOD
My DVR
Menu
What remote feature was removed when we transitioned from Legacy to X1?
Picture-In-Picture
True or False: Both the X1 & Legacy remotes can be programmed to control a customer
s TV plus 1 auxiliary device.
True
What should your response be to a Red light customer
Stop, listen, empathize, commit
What are the tips to DEFUSE when speaking to an overly irate customer?
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
What are the 4 NPS meeting types?
1 tNPS huddle, weekly, 30 minutes 1 eNPS huddle, monthly, 35 minutes 1 team builder, monthly, 30 minutes 1 team meeting, monthly, 50 minutes
What is it called when you sent up a suggestion or idea through NPS?
Elevation
Descibe how a yellow light customer feels
irritated, evasive, worried, uneasy, hesitant
What does LINC stand for?
Listen, Inquire, Narrow, Confirm
This is when the caller identifies him or herself as the name on the account?
Account Holder
What are the types of NPS customers?
Passive, Detractor, Promoter
Call us at
1-800-Xfinity
What is the main NPS question asked to customers?
How likely are you to recommend Comcast to a family member or friend?
what is a service call?
a service issue or problem that can not be resolved over the phone and requires a in-home visit from a tech
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?
Authorized User
When a customer is described as a Red light they are feeling what?
Upset, Angry, Frustrated
What is ACW?
After call work is time that is used to wrap up administrative notes from a call.
What are the levels of progression in the Career Advance path for Nirvana Agents?
Customer Experience Specialist, Customer Experience Professional, Customer Experience Expert
To learn more about NPS and to keep up to date with our roll out progress, go to this site
www.comcastnow.com/NPS
What is the abbreviation for Line of Business?
LOB
What are the 6 steps in the Comcast network?
You/Home/Business, Neighborhood Cables -(Nodes)Regional fiber rings, Fiber Backbone. The Cloud, System Technology
what should be your response to a green light customer?
Go, Proceed with issue resolution, build rapport, build value
Name the Comcast internal knowledge management and troubleshooting solution?
Einstein 360
Tap, _____, Ground Block
Drop
This maintains the codes, authorizations and entitlements for customer accounts?
The Billing System
how would you describe a green light customer?
excited, happy, friendly, cheerful, contented
What are the 3 adult learning styles?
Auditory, Tactile, Visual
What are the 4 technologies WOH includes?
HomePlug, Ethernet, MoCA and WiFi
what should your resonse be to a yellow light customer?
go slowly, ressaure, investigate, check in
What is AUX?
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
What does LINC stand for?
Listen, Inquire,Narrow,Confirm
