HTS PST Week 5 4Q Survey
Name: 


A red asterisk (*) indicates required questions.

  1. Choose up to 5 areas/topics you find beneficial*
    Mock Call Certification: TV Repair
    Mock Call Certification: SPP
    Discussion on how to navigate the Avaya Phone System
    SPP Assessment
    Basic Call Flow
    Discussion: Empathy-Acknowledge-Reassure
    Thought Organization
    Objection/Rebuttal/Transition
    Role Play: Empathy-Acknowledge-Reassure
    Challenging Billing Scenarios
    Billing call listening
    ICOMS process refresher on Easy Connect orders, trouble call, special request orders, and processing payments
    Call handling


  1. Choose up to 5 areas/topics you find confusing*
    Mock Call Certification: TV Repair
    Mock Call Certification: SPP
    Discussion on how to navigate the Avaya Phone System
    SPP Assessment
    Basic Call Flow
    Discussion: Empathy-Acknowledge-Reassure
    Thought Organization
    Objection/Rebuttal/Transition
    Role Play: Empathy-Acknowledge-Reassure
    Challenging Billing Scenarios
    Billing call listening
    ICOMS process refresher on Easy Connect orders, trouble call, special request orders, and processing payments
    Call handling


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


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


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





Training Team