Charter Shaw Mid 96 PST Week 2 4Q Survey
Name: 


A red asterisk (*) indicates required questions.

  1. Choose up to 5 areas/topics you find beneficial*
    • Recognizing and Explaining Pro-rated charges
    • Calculating pro rates
    • Payment Methods
    • Taking Payments in ICOMS
    • Processing Recurring Payments in ICOMS
    • Role plays on explaining billing dates, one time charges and monthly charges
    • Role plays on explaining broadcast fee and sports programming surcharge
    • Role plays on explaining pro-rated charges
    • Role plays on taking payments, explaining balance due and recurring payments
    • Adjustment Codes Standardization
    • Applying credits/adjustments using ICOMS
    • Role plays on explaining credits/adjustments
    • Billing Call Listening: why the bill went up, promotional roll off and lowering the bill
    • Web based: S3 Handle
    • Discussion about Promotional Roll off
    • Discussion on Retention Roadmap
    • Reading past due balances
    • Role plays on explaining rate increase, promo roll off and lowering the bill
    • Role plays on explaining past due balances
    • Billing Call Listening: explaining past due balance, payment arrangements, and soft disconnection
    • Payment Arrangement
    • Delinquency Timelines
    • How to send a hit/signal to manually restore the service
    • Issuetrak Payment Services
    • Role plays on handling PTP and FDP requests
    • Role plays on explaining soft disconnection
    • Web based: S3 Move
    • TWC Legacy ICOMS service codes
    • Coding Activity: TWC Legacy ICOMS service codes
    • Order Entry: TWC Legacy Ancillary Upgrade and Downgrade
    • Spectrum: ICOMS Service Codes
    • Coding Activity: Spectrum ICOMS Service Codes
    • Spectrum: Midwest TV One Time Charges (legacy & SPP)
    • Coding Activity: One Time Charges (legacy & SPP)
    • Discussion: Spectrum Campaign Eligibility
    • Navigating Sales Bro
    • Shopping Cart Discussion
    • Order Entry with Tech Install: TWC Legacy to SPP not adding a core product (sidegrade)
    • Order Entry Easy Connect Mail out & Pick up: TWC Legacy to SPP not adding a core product (sidegrade)
    • SPP Call Listening: channel lineup changes, missing channels after switching to SPP, promotion eligibility
    • Order Entry Tech Install: TWC Legacy to SPP adding a core product (migration)
    • Order Entry Easy Connect mail out & pick up: TWC Legacy to SPP adding a core product (migration)
    • SPP Call Listening: DTA no longer offered, WH DVR to Multi-DVR
    • Order Entry: Tech Install
    • SPP to SPP adding a core product


  1. Choose up to 5 areas/topics you find confusing*
    • Recognizing and Explaining Pro-rated charges
    • Calculating pro rates
    • Payment Methods
    • Taking Payments in ICOMS
    • Processing Recurring Payments in ICOMS
    • Role plays on explaining billing dates, one time charges and monthly charges
    • Role plays on explaining broadcast fee and sports programming surcharge
    • Role plays on explaining pro-rated charges
    • Role plays on taking payments, explaining balance due and recurring payments
    • Adjustment Codes Standardization
    • Applying credits/adjustments using ICOMS
    • Role plays on explaining credits/adjustments
    • Billing Call Listening: why the bill went up, promotional roll off and lowering the bill
    • Web based: S3 Handle
    • Discussion about Promotional Roll off
    • Discussion on Retention Roadmap
    • Reading past due balances
    • Role plays on explaining rate increase, promo roll off and lowering the bill
    • Role plays on explaining past due balances
    • Billing Call Listening: explaining past due balance, payment arrangements, and soft disconnection
    • Payment Arrangement
    • Delinquency Timelines
    • How to send a hit/signal to manually restore the service
    • Issuetrak Payment Services
    • Role plays on handling PTP and FDP requests
    • Role plays on explaining soft disconnection
    • Web based: S3 Move
    • TWC Legacy ICOMS service codes
    • Coding Activity: TWC Legacy ICOMS service codes
    • Order Entry: TWC Legacy Ancillary Upgrade and Downgrade
    • Spectrum: ICOMS Service Codes
    • Coding Activity: Spectrum ICOMS Service Codes
    • Spectrum: Midwest TV One Time Charges (legacy & SPP)
    • Coding Activity: One Time Charges (legacy & SPP)
    • Discussion: Spectrum Campaign Eligibility
    • Navigating Sales Bro
    • Shopping Cart Discussion
    • Order Entry with Tech Install: TWC Legacy to SPP not adding a core product (sidegrade)
    • Order Entry Easy Connect Mail out & Pick up: TWC Legacy to SPP not adding a core product (sidegrade)
    • SPP Call Listening: channel lineup changes, missing channels after switching to SPP, promotion eligibility
    • Order Entry Tech Install: TWC Legacy to SPP adding a core product (migration)
    • Order Entry Easy Connect mail out & pick up: TWC Legacy to SPP adding a core product (migration)
    • SPP Call Listening: DTA no longer offered, WH DVR to Multi-DVR
    • Order Entry: Tech Install
    • SPP to SPP adding a core product


  1. I wish my trainer would have done more of…*


  1. I wish my trainer would have done less of…*


  1. I wish my team lead would have done more of…*


  1. 6. I wish my team lead would have done less of…*





Training Team