Training Survey

Rate how comfortable or uncomfortable you are in handling the following types of calls.
Name: 


  1. Reading and understanding the bill.
     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Explaining the bill to the customer.

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Explaining partial and pro rated charges.

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Overcoming objections about charges/unauthorized purchases/modem lease fee increase.

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Explaining month in advance charge.
     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Explain the need to run a credit check.
     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Explaining check reversals.

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Processing different types of recurring payments.

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Resolving Cable TV problem: No Signal

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Resolving Cable TV problem: One Moment Please message
     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Navigating through the channels

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Programming remote controL

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Types of hits to send for cable TV issues

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. How to troubleshoot DVR issues - how to schedule recordings

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. How to troubleshoot DVR issues - how to access list

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Setting up PIN for cable boxes

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Setting up IPPV PIN

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Navigating though ACSR

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Order Entry process

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Correct Phone provisioning
     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Understanding re-connect and re-start

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Sending Ezrescue vs TC

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Processing and knowing when to apply miscellaneous adjustment

     
      1 2 3 4 5  
    Extremely Uncomfortable  v


  1. Processing and knowing when to apply item reversal

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Processing and knowing when to apply partial adjustment

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Processing and knowing when to apply range adjustment

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Setting up correct equipment hierarchy

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. When to complete TPV transfer

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. When to process PTP

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. SIK eligibility

     
      1 2 3 4 5  
    Extremely Uncomfortable  Extremely Comfortable


  1. Comments:





Training Team