HTS PST Week 7 4Q Survey

Tools

Name:

A red asterisk (*) indicates required questions.

Choose up to 5 areas/topics you find beneficial*

	Wed based: ProductTalk: Understanding Phone eLearning
	Activity: Phone Plans
	Activity: Phone Product Scavenger Hunt
	Features and Benefits Discussion
	Porting and Third Party Verification
	Spectrum Voice
	Retail Bundle Options
	Discussion: Contract Buyout
	Activity: Discovering My Account
	Role Plays on explaining Spectrum voice plan, and explaining different phone features
	Phone Product Final Knowledge Check
	Web based: CPNI eLearning
	Discussion: CPNI and the Customer Code
	Activity: Home Phone Billing Calls
	Activity: Using the Online Call History (OCH) Tool
	Activity: Taxes and Fees
	Activity: International Calling Options and their Impact on Billing
	Role plays on explaining phone specific charges
	Activity: Phone Adjustments
	Activity: Processing an Adjustment for Phone
	Phone Billing Final Knowledge Check
	TWC Legacy: ICOMS Phone Service Codes
	Coding Activity: TWC Legacy ICOMS Phone Service Codes
	Order Entry TWC Legacy Ancillary Upgrade and Downgrade: adding phone feature, removing phone feature, changing phone number
	Spectrum: ICOMS Phone Service Codes
	Coding Activity: Phone Service Codes
	Spectrum: Midwest Phone One Time Charges
	Coding Activity: One Time Charges Codes
	Order Entry Tech Install TWC Legacy to SPP not adding a core product (sidegrade): TWC legacy triple play to Spectrum triple play TV with HD DVR (new/native number)
	Spectrum: SPP Migration with Phone - Avoiding the TN Changing
	Order Entry Tech Install TWC Legacy to SPP adding a core product (migration): TWC legacy double play adding Spectrum voice
	Order Entry Easy Connect mail out and pick up TWC Legacy to SPP adding a core product (migration): TWC legacy double play adding Spectrum voice
	Discussion: Porting Numbers
	Discussion: OMSE and Midwest Home Porting Calendar
	Discussion: Third Party Verification
	Order Entry Tech Install TWC Legacy to SPP adding a core product (migration): TWC legacy double play adding Spectrum voice
	Phone Order Entry Final Knowledge Check
	Activity: Analyzing Examples of Engaging the Customer
	Activity: Effectively Engaging the Customer
	Activity: Discover the Issue
	Activity: Configuring VoiceZone
	Activity: Using BOBCAT for Home Phone Repair
	Activity: ICOMS Balancing Issues
	Navigating through Home Phone Out Troubleshooting steps
	Discussion: Probing for Home Phone Issues
	Role plays on No dial tone, no incoming/outgoing, call quality issues, activating/disabling home phone features
	Phone Repair Final Knowledge Check
	Review: Phone Assessment
	Phone Assessment
	Web based: ProductTalk IntelligentHome eLearning
	Discussion: Lead Capture Process
	Intelligent Home Final Knowledge Check
	Review: Final Assessment
	Final Assessment
	Role plays focusing on active listening and command of English
	Role plays focusing on knowledge and effective use of tools and sense of urgency

Choose up to 5 areas/topics you find confusing*

	Wed based: ProductTalk: Understanding Phone eLearning
	Activity: Phone Plans
	Activity: Phone Product Scavenger Hunt
	Features and Benefits Discussion
	Porting and Third Party Verification
	Spectrum Voice
	Retail Bundle Options
	Discussion: Contract Buyout
	Activity: Discovering My Account
	Role Plays on explaining Spectrum voice plan, and explaining different phone features
	Phone Product Final Knowledge Check
	Web based: CPNI eLearning
	Discussion: CPNI and the Customer Code
	Activity: Home Phone Billing Calls
	Activity: Using the Online Call History (OCH) Tool
	Activity: Taxes and Fees
	Activity: International Calling Options and their Impact on Billing
	Role plays on explaining phone specific charges
	Activity: Phone Adjustments
	Activity: Processing an Adjustment for Phone
	Phone Billing Final Knowledge Check
	TWC Legacy: ICOMS Phone Service Codes
	Coding Activity: TWC Legacy ICOMS Phone Service Codes
	Order Entry TWC Legacy Ancillary Upgrade and Downgrade: adding phone feature, removing phone feature, changing phone number
	Spectrum: ICOMS Phone Service Codes
	Coding Activity: Phone Service Codes
	Spectrum: Midwest Phone One Time Charges
	Coding Activity: One Time Charges Codes
	Order Entry Tech Install TWC Legacy to SPP not adding a core product (sidegrade): TWC legacy triple play to Spectrum triple play TV with HD DVR (new/native number)
	Spectrum: SPP Migration with Phone - Avoiding the TN Changing
	Order Entry Tech Install TWC Legacy to SPP adding a core product (migration): TWC legacy double play adding Spectrum voice
	Order Entry Easy Connect mail out and pick up TWC Legacy to SPP adding a core product (migration): TWC legacy double play adding Spectrum voice
	Discussion: Porting Numbers
	Discussion: OMSE and Midwest Home Porting Calendar
	Discussion: Third Party Verification
	Order Entry Tech Install TWC Legacy to SPP adding a core product (migration): TWC legacy double play adding Spectrum voice
	Phone Order Entry Final Knowledge Check
	Activity: Analyzing Examples of Engaging the Customer
	Activity: Effectively Engaging the Customer
	Activity: Discover the Issue
	Activity: Configuring VoiceZone
	Activity: Using BOBCAT for Home Phone Repair
	Activity: ICOMS Balancing Issues
	Navigating through Home Phone Out Troubleshooting steps
	Discussion: Probing for Home Phone Issues
	Role plays on No dial tone, no incoming/outgoing, call quality issues, activating/disabling home phone features
	Phone Repair Final Knowledge Check
	Review: Phone Assessment
	Phone Assessment
	Web based: ProductTalk IntelligentHome eLearning
	Discussion: Lead Capture Process
	Intelligent Home Final Knowledge Check
	Review: Final Assessment
	Final Assessment
	Role plays focusing on active listening and command of English
	Role plays focusing on knowledge and effective use of tools and sense of urgency

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…*

I wish my SMEs would have done more of…*

I wish my SMEs would have done less of…*

Training Team

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