Notes
Notes - notes.io |
CALLER: Tammy Metz
ISSUE: Wants to subscribe to discovery plus again because it was turned off.
STEPS TAKEN:
REMARKS: Educated cx that she needs to subscribe to Discovery plus which is a third party company.
- transferred to Discovery plus to process everything
- customer agreed.
- No changes made on the account.
ITG 1.0:
ITG 2.0:
CONTACT NO.: (724) 777-1724
ACC NO.: 8993210760251899
PITCH:
CMAC:
SN:
Discovery plus
--------------------------------
CALLER: Unverified
ISSUE: caller requested not to be contacted by anyone from Xfinity. He received calls 3 times in 5 minutes but he didn't answered it and assumed that it's from Xfinity.
REMARKS: This is the that account poped up when the call came in. Caller changed his mind and wants to call back later.
- No changes made on the account.
ITG 1.0:
ITG 2.0:
CONTACT NO.: (856) 651-9148
ACC NO.: 8499051460946811
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Valerie Burgess
ISSUE: Security camera not working
STEPS TAKEN: Transferred to Home security department
REMARKS: No changes made on the account.
ITG 1.0:
ITG 2.0:
CONTACT NO.: (724) 777-4717
ACC NO.: 8993210480338067
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Stacey Vespa
ISSUE: Modem offline
STEPS TAKEN: Ran ITG - routed to tech appointment
REMARKS: Stacy preferred to set the tech appointment on the text message that she received from Xfinity.
ITG 1.0:
ITG 2.0: CR089068454
CONTACT NO.:
(412) 523-2291
ACC NO.: 8299400312523108
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Titiana Cropper
ISSUE: Inquired about the email she received to return the equipment to avoid additional charges.
STEPS TAKEN: Educated CX to wait for the equipment to be deliverred so that we can replace her old box and that is when she needs to return the old equipment. In the mean time she will not be charge because her old equipment is not marked for return because she haven't received the replacement box yet.
REMARKS: Customer understood.
- No changes made on the account.
ITG 1.0:
ITG 2.0:
CONTACT NO.: (410) 726-4375
ACC NO.: 8299410170035434
PITCH:
CMAC:
SN:
87090FB5-030523111513499
--------------------------------
CALLER: Philip Bate
ISSUE: Can't add equipment to the account. (Illogical transfer)
STEPS TAKEN: Submitted Tech Spot ticket.
REMARKS: Educated Philip that the process could take up to 24 hours. - Customer understood
ITG 1.0: CS0103343
ITG 2.0:
CONTACT NO.:
(603) 731-8265
ACC NO.: 8773201581353671
PITCH:
CMAC: F85E42B2C4FE
SN:
--------------------------------
CALLER: Pierre Hannequin
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: issue resolved
ITG 1.0: CR089081899
ITG 2.0:
CONTACT NO.: (203) 448-9374
ACC NO.: 8773403820007254
PITCH:
CMAC: E48FFa82a091
SN:
--------------------------------
CALLER: Walery Bartoszewicz
ISSUE: called in to request to please not cancel his next appointment because this will be his 3rd appointment, the previous 2 was cancelled.
- Please notify or call the customer before the visit
- he spicifically requested for communication about the appointment.
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.: (860) 884-3454
ACC NO.: 8773402030105338
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Mckayla Mcdaniel
ISSUE: Modem offline
STEPS TAKEN: Ran ITG - routed to tech appointment
REMARKS: Customer agreed.
ITG 1.0: CR089090521
ITG 2.0:
CONTACT NO.: (540) 505-6835
ACC NO.: 8299600410234942
PITCH: Y
CMAC:
SN:
--------------------------------
CALLER: Colleen Welch
ISSUE: TV is taking too long to change the channel
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR089095070
ITG 2.0:
CONTACT NO.: (719) 510-3204
ACC NO.: 8773102700733902
PITCH:
CMAC:
SN:
--------------------------------
CALLER: John Morgan
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR089099267
ITG 2.0:
CONTACT NO.: (410) 336-5537
ACC NO.: 8299400040134111
PITCH:
CMAC: 0836C9B4D438
9
CM2050V
SN:
--------------------------------
CALLER: Betty Watkins
ISSUE: Flex box activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR089115222
CR089117164
ITG 2.0:
CONTACT NO.: (413) 297-7186
ACC NO.: 8773110180053808
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Joshua Moser
ISSUE: Modem activation
- Modem successfully changed wifi name and password but it's showing incorect password in customers end.
STEPS TAKEN: Ran ITG - endorsed situation to support.
REMARKS:
ITG 1.0:
ITG 2.0: CR089134988
CONTACT NO.:
(717) 693-2047
ACC NO.: 8993112750309853
PITCH:
CMAC:
SN:
MOSER WiFi
JAM186062
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER: James Fitzpatrick
ISSUE: TV not working but got resolved on set of the call. frustrated about IVR
STEPS TAKEN: Educated cx that the IVR actually resolved his issue and that he can access the app to use the callback feature if he wants to avoid the IVR
REMARKS: Customer understands.
ITG 1.0:
ITG 2.0: CR089144813
CONTACT NO.: (614) 296-3727
ACC NO.: 8993210021997959
PITCH:
CMAC:
SN:
tv
blue
--------------------------------
CALLER: Barbara Malone
ISSUE: Modem and cable box activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR089147951 - cable box activated
ITG 2.0: CR089146946 - internet activated
CONTACT NO.: (781) 820-4219
ACC NO.: 8773102720747593
PITCH:
CMAC:
SN:
Julie's House
Chapins2023!
--------------------------------
CALLER: Kaylee Hilton
ISSUE: Inquired about deals if she add cable service and asks if she can do it online and on the store/
STEPS TAKEN: Educated cx that she can find all the deals for her on the website and she can also do it on the store.
REMARKS: Customer understood and preferred to do it online while on the store.
ITG 1.0: CR089151816
ITG 2.0:
CONTACT NO.: (202) 210-9587
ACC NO.: 8299700051769485
PITCH:
CMAC:
SN:
7818204219 - follow up call after 15 minutes
--------------------------------
CALLER: Tanaea Monroe
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.: (302) 598-7819
ACC NO.: 8499200074152700
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
ISSUE: Wants to subscribe to discovery plus again because it was turned off.
STEPS TAKEN:
REMARKS: Educated cx that she needs to subscribe to Discovery plus which is a third party company.
- transferred to Discovery plus to process everything
- customer agreed.
- No changes made on the account.
ITG 1.0:
ITG 2.0:
CONTACT NO.: (724) 777-1724
ACC NO.: 8993210760251899
PITCH:
CMAC:
SN:
Discovery plus
--------------------------------
CALLER: Unverified
ISSUE: caller requested not to be contacted by anyone from Xfinity. He received calls 3 times in 5 minutes but he didn't answered it and assumed that it's from Xfinity.
REMARKS: This is the that account poped up when the call came in. Caller changed his mind and wants to call back later.
- No changes made on the account.
ITG 1.0:
ITG 2.0:
CONTACT NO.: (856) 651-9148
ACC NO.: 8499051460946811
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Valerie Burgess
ISSUE: Security camera not working
STEPS TAKEN: Transferred to Home security department
REMARKS: No changes made on the account.
ITG 1.0:
ITG 2.0:
CONTACT NO.: (724) 777-4717
ACC NO.: 8993210480338067
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Stacey Vespa
ISSUE: Modem offline
STEPS TAKEN: Ran ITG - routed to tech appointment
REMARKS: Stacy preferred to set the tech appointment on the text message that she received from Xfinity.
ITG 1.0:
ITG 2.0: CR089068454
CONTACT NO.:
(412) 523-2291
ACC NO.: 8299400312523108
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Titiana Cropper
ISSUE: Inquired about the email she received to return the equipment to avoid additional charges.
STEPS TAKEN: Educated CX to wait for the equipment to be deliverred so that we can replace her old box and that is when she needs to return the old equipment. In the mean time she will not be charge because her old equipment is not marked for return because she haven't received the replacement box yet.
REMARKS: Customer understood.
- No changes made on the account.
ITG 1.0:
ITG 2.0:
CONTACT NO.: (410) 726-4375
ACC NO.: 8299410170035434
PITCH:
CMAC:
SN:
87090FB5-030523111513499
--------------------------------
CALLER: Philip Bate
ISSUE: Can't add equipment to the account. (Illogical transfer)
STEPS TAKEN: Submitted Tech Spot ticket.
REMARKS: Educated Philip that the process could take up to 24 hours. - Customer understood
ITG 1.0: CS0103343
ITG 2.0:
CONTACT NO.:
(603) 731-8265
ACC NO.: 8773201581353671
PITCH:
CMAC: F85E42B2C4FE
SN:
--------------------------------
CALLER: Pierre Hannequin
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: issue resolved
ITG 1.0: CR089081899
ITG 2.0:
CONTACT NO.: (203) 448-9374
ACC NO.: 8773403820007254
PITCH:
CMAC: E48FFa82a091
SN:
--------------------------------
CALLER: Walery Bartoszewicz
ISSUE: called in to request to please not cancel his next appointment because this will be his 3rd appointment, the previous 2 was cancelled.
- Please notify or call the customer before the visit
- he spicifically requested for communication about the appointment.
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.: (860) 884-3454
ACC NO.: 8773402030105338
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Mckayla Mcdaniel
ISSUE: Modem offline
STEPS TAKEN: Ran ITG - routed to tech appointment
REMARKS: Customer agreed.
ITG 1.0: CR089090521
ITG 2.0:
CONTACT NO.: (540) 505-6835
ACC NO.: 8299600410234942
PITCH: Y
CMAC:
SN:
--------------------------------
CALLER: Colleen Welch
ISSUE: TV is taking too long to change the channel
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR089095070
ITG 2.0:
CONTACT NO.: (719) 510-3204
ACC NO.: 8773102700733902
PITCH:
CMAC:
SN:
--------------------------------
CALLER: John Morgan
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR089099267
ITG 2.0:
CONTACT NO.: (410) 336-5537
ACC NO.: 8299400040134111
PITCH:
CMAC: 0836C9B4D438
9
CM2050V
SN:
--------------------------------
CALLER: Betty Watkins
ISSUE: Flex box activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR089115222
CR089117164
ITG 2.0:
CONTACT NO.: (413) 297-7186
ACC NO.: 8773110180053808
PITCH:
CMAC:
SN:
--------------------------------
CALLER: Joshua Moser
ISSUE: Modem activation
- Modem successfully changed wifi name and password but it's showing incorect password in customers end.
STEPS TAKEN: Ran ITG - endorsed situation to support.
REMARKS:
ITG 1.0:
ITG 2.0: CR089134988
CONTACT NO.:
(717) 693-2047
ACC NO.: 8993112750309853
PITCH:
CMAC:
SN:
MOSER WiFi
JAM186062
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER: James Fitzpatrick
ISSUE: TV not working but got resolved on set of the call. frustrated about IVR
STEPS TAKEN: Educated cx that the IVR actually resolved his issue and that he can access the app to use the callback feature if he wants to avoid the IVR
REMARKS: Customer understands.
ITG 1.0:
ITG 2.0: CR089144813
CONTACT NO.: (614) 296-3727
ACC NO.: 8993210021997959
PITCH:
CMAC:
SN:
tv
blue
--------------------------------
CALLER: Barbara Malone
ISSUE: Modem and cable box activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
ITG 1.0: CR089147951 - cable box activated
ITG 2.0: CR089146946 - internet activated
CONTACT NO.: (781) 820-4219
ACC NO.: 8773102720747593
PITCH:
CMAC:
SN:
Julie's House
Chapins2023!
--------------------------------
CALLER: Kaylee Hilton
ISSUE: Inquired about deals if she add cable service and asks if she can do it online and on the store/
STEPS TAKEN: Educated cx that she can find all the deals for her on the website and she can also do it on the store.
REMARKS: Customer understood and preferred to do it online while on the store.
ITG 1.0: CR089151816
ITG 2.0:
CONTACT NO.: (202) 210-9587
ACC NO.: 8299700051769485
PITCH:
CMAC:
SN:
7818204219 - follow up call after 15 minutes
--------------------------------
CALLER: Tanaea Monroe
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.: (302) 598-7819
ACC NO.: 8499200074152700
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
ITG 1.0:
ITG 2.0:
CONTACT NO.:
ACC NO.:
PITCH:
CMAC:
SN:
--------------------------------
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