CCT5 - 2015 Class Flashcards by Abe Romero

How does a CCT5 differ from a CCT4?

CCT4 is for small to medium business. CCT5 is for businesses with 50 employees or more(enterprise).

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The fifth of five levels aimed towards customer-focused technicians

CCT5

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What are some unofficial new roles and titles that are assumed with CCT5?

Leader
Decision Maker
Technical Expert
Coach
Role Model
Supervisor

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Suggest
Listen and consider
Admit when you don’t know something
Evaluate actions

Coaching “Do’s”

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Insist on critiquing process steps
Be clear and specific
Reward good behavior
Start,Stop,Continue

Coaching “Do’s”

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This type of co-worker enthusiastic but needs clear instructions and lots of feedback because they’re about to learn something new

Avid Beginner

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This type of co-worker needs technical support and emotional support so the failures don’t become bad habits. Feedback is required so he knows what he’s doing right/wrong.

Disillusioned Beginner

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This type of co-worker has become capable in performing their new skill but they’re still not confident and need to give a few pointers.

Reluctant Learner

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This co-worker requires little direction and support - begins to take ownership of the new tasks and assignments. These are set to take on a new product or role.

Expert

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The role of a coach is

to be an experienced supportive partner

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Constructive feedback focuses on

specific actions

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“I would appreciate it if you would arrive at customer locations on time” is an example of

Constructive feedback

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“I feel annoyed when you are late for installs” is an example of

Constructive feedback

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Restrict feedback to only those items about which you know for certain is

Guideline for Consttructive Feedback

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SLA

Service Level Agreement

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Protect Comcast legally

Advantage of a Contract

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Customer has a document outlining how Comcast does business

Advantage of a Contract

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Eliminates confusion about definitions or terms that are used

Advantage of a Contract

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Agreed upon services, terms and costs

Advantage of a Contract

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SOA

Service Order Agreement

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Also called a business contract

Service Order Agreement

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Outlines the services provided and the costs for the services by a service provider.

Service Order Agreement

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Typically include instructions, contact information and a monthly rate with charges for ancillary services.

Service Order Agreement

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Obligates the customer and Comcast

Disadvantage of a Contract

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If the costs increase, Comcast can't charge more

Disadvantage of a Contract

Discourages flexibility and changes (no downgrades)

Disadvantage of a Contract

Terms may not be fully understood by the customer and could cause problems.

Disadvantage of a Contract

This document includes these headings: Billing information Legal Information and Disclaimers Signatures by Customer and Comcast

Service Order Agreement

This document includes these headings: Installation and Construction Information and Costs Total Service Charges

Service Order Agreement

This document includes these headings: Customer Account Information Services and Options Signatures by Customer and Comcast

Service Order Agreement

A very thorough document, detailing what Comcast provides, what Comcast does not provide, and what is expected of the customer

The Business Class Terms and Conditions

Access, Comcast Equipment and Customer-Provided Equipment are sections taken straight from this document that technicians need to know.

Business Class Terms and Conditions

What document would help a customer find information on this: "Where can I find out how much I'm being charged each month?"

Signed Service Order Agreement

What document would help a customer find information on this: "How do I know what kind of information is not allowed on my website?"

Business Class Internet Acceptable Use Policy

What document would help a customer find information on this: "If I'm having problems with my network, how will I know if it's Comcast's responsibility or my responsibility to fix?"

Business Terms and Conditions

What document would help a customer find information on this: "Do you give information out to other companies or telemarketers?"

Comcast Customer Privacy Notice

What document would help a customer find information on this: "What if my Internet service goes down? Do I still have to pay for it?"

Business Class Terms and Conditions

A detailed, thorough analysis of all of the features currently existing at a customer site.

Site Survey

If a customer can't get service, regardless of plant extension

Non-Serviceable

If a customer can be serviced with a plant extention

Serviceable

- Describe the business construction and layout - Identify restrictions due to the landlord - Identify any replacement of cable equipment

Site Survey Key Information

- Customer's network and configuration | - What Comcast equipment is necessary

Site Survey Key Information

In general, if the building has wooden exterior siding, you will drill from

inside to outside

For building with exteriors like brick, shingles, stucco, and tile, try to drill carefully from

outside to inside

drill from outside to inside on brick walls and

use the softer mortar as the drilling point

You must be certified to operate in these environments

asbestos, rooftop work and confined spaces situations

Where can you find information on mechanical and electrical systems?

Management Department | Building Plan

A right to another person's real estate for a specific purpose.

Easement

A customer may be a tenant and may not have the power to allow Comcast to install Business Class services, what may be required?

An easement

This is provided by the building owner to allow the tenant the right to choose their own cable/Internet/telephone services provider

An easement

- Exterior Type | - Layout of Mechanical and Electrical Systems

Other Site Survey considerations

- Permits & Easements - Cable Footage - Excessive Constructions Needs

Other Site Survey considerations

A standard for the safe installation of electrical wiring and equipment.

NEC (National Electrical Code)

What should you do when you're in a situation in which you think NEC codes are not complied with

consult your supervisor

A customer Ethernet network that allows customers to seamlessly link multiple locations together and exchange data up to 1 gigabit per second.

Ethernet Network Service

Any site that can send traffic to any other site, within a customer's network, through a single Ethernet interface.

Any-to-Any Connectivity

Dynamic traffic delivery through the Comcast network with up to three different performance levels.

Class of Service Aware

VLAN configurations can be changed within the customer's network without the need to coordinate with Comcast.

VLAN Transparency

Connectivity statistics for the previous day, or for the previous seven-day or 30-day period, can be viewed through our secure Web portal.

Web-Based Reporting

Business Class Available Products and Services (2008)

- Business Class Internet - Teleworker - Business Class TV - Ethernet Network Service - Ethernet Dedicated Internet - Ethernet Private Line

Business Class Available Ethernet Products (2008)

- Ethernet Network Service - Ethernet Dedicated Internet - Ethernet Private Line

How many users constitute a large business?

50 or more

What are three services that Comcast has tailored for large business customers?

- High-security Ethernet services - A single point of contact with a National Account Manager - Separate call centers from our residential and small business customers

What type of Internet service is Comcast's Ethernet Dedicate Internet similar to?

a T1

True/False: | Is Business Class voice available for large business customers?

No, only 8 telephone lines are available?

Why is Business Class voice not available for large business customers?

Because Comcast only offers up to 8 telephone lines.

Symmetrical dedicated Internet bandwidth configurable from 10Mbps to 1Gbps in Mbps.

Tailored Bandwidth

Includes primary and secondary DNS service. Assitance provided to transfer existing domain names.

Domain Name System (DNS)

Domain Name System

DNS

Domain Name System

Supports multi-homing with load balancing for faster, more efficient routing between networks.

BGP Routing Protocol

List 4 of the features included with: | Ethernet Network Service

- Any-to-any Connectivity - Class of Service - VLAN Transparency - Web-based Reporting

List 4 of the features included with: | Ethernet Dedicated Internet.

- Tailored Bandwidth - Domain Name System - BGP Routing Protocol (optional) - Web-based reporting

Dedicated layer-2 capacity between locations.

Dedicated Connectivity

Optional path and equipment redundancy can be provided for added reliability.

Self-Healing Site Protection

Bandwidth scalable up to 1 Gbps with multiple Q0S options.

Flexible Configurations

A device that provides hotel management with the ability to monitor the network and directs the user to the hotel's designated first page/splash screen.

IP3 Server Management Server

This device at a hotel also provides DHCP services for the guests, IP Address translation, Log-on services, billing, authentication, reporting, and port mapping functions.

IP3 Server Management Server

Known as a channel deletion filter, this device deletes unused channel and inserts local feed for subscription channel.

Notch filter

CCT5 - 2015 Class Flashcards

(79 cards)