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2018 MM > It's So Obvious (IJA 10-16-18) > Flashcards

It's So Obvious (IJA 10-16-18) Flashcards

1
Q

What are the 4 ways to obtain customer approval?

A

Text
Email
Verbal
eSignature

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2
Q

On the CSG Summary screen, what tabs are available for the “Offers/Products for Account” section?

A

Current
Offer Upsells
Product Upsells

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3
Q

Name 3 new NBC fall shows?

A

I Feel Bad, New Amsterdam, & Manifest

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4
Q

What is the name of NBC’s new concert airing on October 29, 2018?

A

“A Very Wicked Halloween: Celebrating 15 Years on Broadway”

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5
Q

Name of international broadcasting company that Comcast recently purchased?

A

Sky plc

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6
Q

On the CSG lookup screen, what are the 4 categories of lookup?

A

Customer Care
Location
Equipment
All

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7
Q

What is the last resort for an approval without customer input in csg?

A

Supervisor Override

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8
Q

What option can the customer push to stop the automated IVR for Customer Approval?

A

9

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9
Q

When looking at the main page of the STARS tool, what are the three dropdown options?

A

Tools
Reports
Documents

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10
Q

What is the name of the tool used for adding customer owned devices and what does it stand for?

A

SMIT

Simple Modem Initialization Tool

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11
Q

What does the ER in EROne stand for?

A

Escalation Resolution

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12
Q

On the customer-facing site, what are the 6 icons on the top right of the main page and what do they mean?

A 
Envelope - Email
Television - Xfinity Stream
House - Xfinity Home
WiFi Symbol - Xfinity xFi
Telephone - Voice
Cell phone - Xfinity Mobile
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13
Q

What is the URL of the Xfinity site?

A

https://my.xfinity.com

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14
Q

Once logged into the My Account portal on the site, what are the 6 options listed across the top in the blue bar?

A 
Overview
Billing
Services
Users
Devices
Settings
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15
Q

List the 4. options across top left of my.xfinity.com home page

A
  1. My Xfinity 2.Shop/Upgrade

3. Support 4.My Account

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16
Q

When on my.xfinity.com, what are the 4 options under Help & Support?

A

Recommended Articles
Quick Links
Topics
Contact Us

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17
Q

What is the name of the company with whom Xfinity has partnered to offer home insurance?

A

Hippo

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18
Q

On xfinity.com/support, what are the options under

“Didn’t find what you were looking for?”

A

Talk to an Agent ,Chat with an Agent, Visit an Xfinity Store

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19
Q

What are Our Help Communities on xfinity.com/support?

A

Facebook,Twitter, Forums, Reddit

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20
Q

Name xfinity.com Support Site Languages

A

English / Spanish

21
Q

What is the website and earning breakdown for customers who influence their family and friends to choose Xfinity?

A

referafriend.xfinity.com

$100 for 1st friend, $200 for 2nd friend, $200 for 3rd friend in a year.

22
Q

What are the eight core behaviors in S4X?

A 
Be Warm and Friendly
Own It
Show Appreciation
Make it Effortless
Listen Actively and Respond Appropriately
Discover Needs
Be an Xfinity Ambassador
Set Clear Expectations
23
Q

What are the 4 categories of S4X scoring and their point values?

A

Exceptionally Demonstrates - 10
Effectively Demonstrates - 8
Partially Demonstrates - 5
Did Not Demonstrate - 0

24
Q

S4X quality evaluations for agents will consist of what 2 components?

A

Their behavior score and their Business Process Accuracy (BPA)

25
Q

What are the 6 Business Process Item Elements in S4x?

A 
Account Notation
Authentication
Customer Approval
Customer Interaction Policy
Risk Management
Transaction Accuracy and Tool Effectiveness
26
Q

What year was “System Refresh” enabled on X1?

A

2016

27
Q

Online community platform that Xfinity customers and other consumers can use to discuss service issue resolutions?

A

Reddit

28
Q

What are the 4 S’s in S4?

A

Start
Solve
Sell
Summarize

29
Q

What 2 communication options does a customer have available to them to reset their password for their username?

A

Preferred email and Mobile number

30
Q

What are the KPI’s on your scorecard

A 
FCR
S4X
TSR
VOC
XFR
CPPH
ITG
ADH
31
Q

What are the KPI’s that are factored into your composite?

A 
FCR
S4X
TSR
VOC
XFR
32
Q

The composite score is made up of 5 KPI’s, each weighted at ____%

A

20%

33
Q

What is the URL for the Comcast intranet site?

A

www.comcastnow.com

34
Q

What are the 3 subcategories of the main menu on the Comcast intranet site?

A

Working At Comcast
Our Company
Resources

35
Q

What is the software that powers the C.O.A.C.H. tool?

A

MuleSoft powered by Mule

36
Q

How many self service categories are on the intranet site?

A

9 (Job Search, myBenefits, myLearning, Personal Overview, Personal Overview, Performance Review, Pay Statement, Paid Time Off Statement, Time Off History, Time Entry)

37
Q

What are the 5 levels of scoring for KPI performance evaluation?

A 
Exceptional
Highly Effective
Achieves Expectations
Needs Improvement
Unacceptable
38
Q

What does acronym C.O.A.C.H. represent?

A

Customized, Ongoing, Actionable, Coaching for High Performance

39
Q

What is the name of the series that highlights the top stories from this week’s Genius in your Inbox?

A

Genius Television

40
Q

What is the name of the On Demand content that offers a collection of premium action sports films, including the highest quality snowboarding, skiing, skateboarding and surfing films available?

A

Echoboom Sports

41
Q

What does CC WoW stand for?

A

Call Center Without Walls

42
Q

How long does a customer have before pressing one to confirm there order on a verbal approval before it cancels the process?

A

3 mins

43
Q

When placing on hold, when should you check in with the customer?

A

Every 60 sec ( 1 Min.)

44
Q

In the CTI tool, what 2 options you have to choose before you transfer the customer?

A

Warm or cold Transfer

45
Q

In the CTI tool, what 2 options must you choose to bring up an market for the area you are going to transfer the customer too?

A

Zip or account #

46
Q

What button must the customer push to approve there order on a verbal consent?

A

1

47
Q

What button do you push to conference the customer into the verbal approval process?

A

(*) Star Key

48
Q

At about ____ if no button is pressed the system will state it did not receive an input

A

1 Min.

2018 MM (59 decks)

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