HTS PST Week 4 4Q Survey

Tools

Name:

A red asterisk (*) indicates required questions.

Choose up to 5 areas/topics you find beneficial*

	Internet Tiers
	Role plays: Explaining different internet plans
	Activity: Internet Product Scavenger Hunt
	Discussion about internet features
	Discussion about the difference between features and benefits
	Spectrum Internet Rules and Charges
	Spectrum Internet Speeds by Market
	Web based: S3 Deliver
	Role plays: Explaining internet features
	Internet Billing Call Reasons
	Refresher: Reading ICOMS Ledger Task 57
	Role plays: Explaining internet specific charges and past due balances
	Review: Promotional Roll-off
	Role plays: Explaining rate increase due to promotional roll off, handling PTP and FDP requests, and explaining soft disconnection
	Review: Retention Roadmap
	Role plays: Lowering the bill
	Web based: S3 Close
	TWC Legacy: ICOMS Internet Service Codes
	Coding Activity: TWC Legacy ICOMS Internet Service Codes
	Order Entry TWC Legacy Ancillary Upgrade: Upgrading internet speed without modem swap
	Spectrum: ICOMS Internet Service Codes
	Coding Activity: Spectrum ICOMS Internet Service Codes
	Spectrum: Midwest Internet One Time Charges (legacy & SPP)
	Coding Activity: Spectrum Internet One Time Charge Codes
	Order Entry Tech Install: TWC Legacy to SPP not adding a core product (side grade) TWC legacy double play TV & Internet with HD DVR and Standard Internet to Spectrum double play TV and HSD
	Order Entry Tech Install: TWC Legacy to SPP not adding a core product (side grade) TWC legacy single play extreme internet to Spectrum single play internet
	Order Entry: Easy Connect Mail out and Pick up TWC Legacy to SPP not adding a core product (side grade) -TWC legacy double play TV & Internet with HD DVR and Standard Internet to Spectrum double play TV and HSD
	Order Entry: Easy Connect Mail out and Pick up TWC Legacy to SPP not adding a core product (side grade) -TWC legacy single play extreme internet to Spectrum single play internet
	Order Entry Tech Install TWC Legacy to SPP adding a core product (migration): -TWC legacy single play TV adding Spectrum internet
	Order Entry Tech Install SPP to SPP adding a core product: -SPP single play TV adding Spectrum Internet
	Order Entry Easy Connect Mail Out and Pick up SPP to SPP adding a core product: -SPP single play TV adding Spectrum Internet
	Role plays: Explaining Spectrum Ultra activation charge
	Tier 1 support levels
	Activity: Top Internet Repair Calls
	Web based: Characteristics of Connected Modems
	Discussion on Cues and Clues
	Activity: Modem Characteristics
	Discussion: Probing Questions for Internet Troubleshooting
	Discussion and Activity: RIO Videos
	Activity: Troubleshooting Tools
	Identifying and Removing Quarantine Modems using RIO
	Discussion: Basic Troubleshooting (BOBCAT)
	Role plays: No internet connection, Intermittent Connection, Can’t access Wi-Fi hotspot and wireless connectivity issues

Choose up to 5 areas/topics you find confusing*

	Internet Tiers
	Role plays: Explaining different internet plans
	Activity: Internet Product Scavenger Hunt
	Discussion about internet features
	Discussion about the difference between features and benefits
	Spectrum Internet Rules and Charges
	Spectrum Internet Speeds by Market
	Web based: S3 Deliver
	Role plays: Explaining internet features
	Internet Billing Call Reasons
	Refresher: Reading ICOMS Ledger Task 57
	Role plays: Explaining internet specific charges and past due balances
	Review: Promotional Roll-off
	Role plays: Explaining rate increase due to promotional roll off, handling PTP and FDP requests, and explaining soft disconnection
	Review: Retention Roadmap
	Role plays: Lowering the bill
	Web based: S3 Close
	TWC Legacy: ICOMS Internet Service Codes
	Coding Activity: TWC Legacy ICOMS Internet Service Codes
	Order Entry TWC Legacy Ancillary Upgrade: Upgrading internet speed without modem swap
	Spectrum: ICOMS Internet Service Codes
	Coding Activity: Spectrum ICOMS Internet Service Codes
	Spectrum: Midwest Internet One Time Charges (legacy & SPP)
	Coding Activity: Spectrum Internet One Time Charge Codes
	Order Entry Tech Install: TWC Legacy to SPP not adding a core product (side grade) TWC legacy double play TV & Internet with HD DVR and Standard Internet to Spectrum double play TV and HSD
	Order Entry Tech Install: TWC Legacy to SPP not adding a core product (side grade) TWC legacy single play extreme internet to Spectrum single play internet
	Order Entry: Easy Connect Mail out and Pick up TWC Legacy to SPP not adding a core product (side grade) -TWC legacy double play TV & Internet with HD DVR and Standard Internet to Spectrum double play TV and HSD
	Order Entry: Easy Connect Mail out and Pick up TWC Legacy to SPP not adding a core product (side grade) -TWC legacy single play extreme internet to Spectrum single play internet
	Order Entry Tech Install TWC Legacy to SPP adding a core product (migration): -TWC legacy single play TV adding Spectrum internet
	Order Entry Tech Install SPP to SPP adding a core product: -SPP single play TV adding Spectrum Internet
	Order Entry Easy Connect Mail Out and Pick up SPP to SPP adding a core product: -SPP single play TV adding Spectrum Internet
	Role plays: Explaining Spectrum Ultra activation charge
	Tier 1 support levels
	Activity: Top Internet Repair Calls
	Web based: Characteristics of Connected Modems
	Discussion on Cues and Clues
	Activity: Modem Characteristics
	Discussion: Probing Questions for Internet Troubleshooting
	Discussion and Activity: RIO Videos
	Activity: Troubleshooting Tools
	Identifying and Removing Quarantine Modems using RIO
	Discussion: Basic Troubleshooting (BOBCAT)
	Role plays: No internet connection, Intermittent Connection, Can’t access Wi-Fi hotspot and wireless connectivity issues

I wish my trainer would have done more of…*

I wish my trainer would have done less of…*

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

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

Training Team

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