Notes

SURFACE LEVEL OBJECTIONS
- I'm not thinking about it at the moment
- I'm going to check your promotions some other time
- I'll ask my husband/wife to think about it
LEGITIMATE CONCERNS
- I haven't paid off my phone yet and
it's locked
- I'm not paying anything right now
- I want my concern to be fixed first
CORE OBJECTIONS
- I'm in a contract with another
provider
- The government is paying for my service
- I'm under another person's plan and she's/he's paying for it


CALLER: Cassie Carlyle
ISSUE: Wants to activate modem but ITG detected that there's an outage on the area.
STEPS TAKEN: Ran ITG, Educated customer that she will be notified once the outage ended to confirm the resolution.
REMARKS: Customer understood.
TICKET: CR086018564
SI060790023
ACC NO.: 8299600560224172
CALL BACK NO.: :
(540) 252-6037
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Darla Ryan
ISSUE: Lost internet connection after paying her bills
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
TICKET: CR086020430
ACC NO.: 8993212360031242
CALL BACK NO.: (304) 312-4046
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Suzanne Evans
ISSUE: One chanel on the TV is not working
STEPS TAKEN: Ran ITG 2.0
REMARKS: Issue resolved.
TICKET: CR086024517
ACC NO.: 8773500250020911
CALL BACK NO.: (802) 388-9411
PITCH: no
SN:
CMAC:
XRE-03062
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CALLER: Cindy Marks
ISSUE: Modem activation
STEPS TAKEN:
REMARKS:
TICKET:
ACC NO.: 8993110710095232
CALL BACK NO.:
(717) 943-9891
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Cindy Marks
ISSUE: Wants to activate modem.
- Modem offline
STEPS TAKEN: Ran ITG - ruoted to tech appointment
REMARKS: Customer agreed
TICKET: CR086046162
ACC NO.: 8993110710333120
CALL BACK NO.:
(717) 943-9891
PITCH:
SN:
CMAC: 5cb0662940c9
--------------------------------------
CALLER: Deandre Smith
ISSUE: General question about flex
STEPS TAKEN: Answered all questions
REMARKS: No changes made on the account/
TICKET:
ACC NO.: 8299400462937918
CALL BACK NO.:
(443) 750-7322
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Henry Suria
ISSUE: Wants to activate modem but the account is disconnected.
STEPS TAKEN: Transferred over to sales dept to activate the account
REMARKS: No changes made on the account.
TICKET:
ACC NO.: 8993114441776433
CALL BACK NO.:
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Norma Scott
ISSUE: Wants to activate XM line
STEPS TAKEN: Transferred to mobile care department
REMARKS: No changes made on the account
TICKET:
ACC NO.: 8499050560055317
CALL BACK NO.:
(856) 327-5411
8565961338
PITCH:
SN:
CMAC:
1 o'clock - activated telephone
--------------------------------------
ISSUE: Replacement modem activation. Modem is online but speed is below 90%. Previous modem is working fine in the same outlet. Asked the customer to unplug and replug but he is unresponsive after that and the call got disconnected eventually.
CALLER: Greg Boghosian
STEPS TAKEN: Endorsed to support for a follow up call to confirm the resolution.
TICKET: CR086053521
ACC NO.: 8773102350071751
CALL BACK NO.: 9789272595
PITCH:
SN:
CMAC: 7c9a54180e19
--------------------------------------
CALLER: Robert Moore
ISSUE: Wants to disconnect his services for now.
STEPS TAKEN: Transferred to disconnect dept
REMARKS: No changes made on the account.
TICKET:
ACC NO.: 8499100830410618
CALL BACK NO.:
(484) 790-2606
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Swan Doherty
ISSUE: wants to remove phone and tv service
STEPS TAKEN: Transferred to disconnect
REMARKS: No changes made on the acc.
TICKET:
ACC NO.: 8773405070858666
CALL BACK NO.:
(203) 464-2588
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Chante Brown
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Got disconnected during the process.
- Endoresed the situation to my support for a followup call back.
TICKET: CR086058512
ACC NO.: 8299610243606752
CALL BACK NO.: (571) 268-3068
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Gary Crawford
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved.
TICKET: CR086059944
ACC NO.: 8299310030356543
CALL BACK NO.: (304) 582-2960
PITCH:
SN:
CMAC:
family1
Firefreeze
--------------------------------------
CALLER: Kris Clark
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Modem is showing offline in the system but online on customers end.
- transferred to support for further assistance.
TICKET: CR086064500
ACC NO.: 8499101350028228
CALL BACK NO.: :
(484) 319-1973
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Jay Weintraub
ISSUE: No picture RDK-03004
STEPS TAKEN: Ran ITG
REMARKS: cable box is offline - routed to tech appointment and customer agreed
TICKET: CR086072302
ACC NO.: 8773400180008062
CALL BACK NO.: 8606930132
PITCH:
SN:
CMAC:
RDK-03004
--------------------------------------
CALLER: Michael Kostanas
ISSUE: wants to set up a new account to a new address
STEPS TAKEN: transferred to sales department.
REMARKS: No changes made on the account.
TICKET:
ACC NO.: 8499051720119597
CALL BACK NO.:
(609) 422-6787
PITCH:
SN:
CMAC:
08759
--------------------------------------
CALLER: Justin/Michele Soliday
Fully Verified
ISSUE: No inernet connection
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
TICKET: CR086085399
ACC NO.:
CALL BACK NO.: 6673673476
PITCH:
SN:
CMAC:
Justin Alban
6673673476
[email protected]
--------------------------------------
CALLER: Reinaldo Amorim
ISSUE: wants to activate modem but his modem is still under his old address and that account is still active with no pending order for a transfer.
STEPS TAKEN: Transferred to customer solutions dept
REMARKS: No changes made on the account.
TICKET:
ACC NO.: 8773102933335731
CALL BACK NO.:
(978) 601-6224
PITCH:
SN:
CMAC:
--------------------------------------
CALLER: Fatima Braga
ISSUE: Repeat caller
- telephone not working
- No dial tone
STEPS TAKEN: Ran ITG - routed to tech appointment but there's already a tech appointment schedule. Reschedule the appointment to the customer's prefered date.
REMARKS: Customer agreed.
TICKET: CR086094551
ACC NO.: 8773102530223124
CALL BACK NO.:
PITCH:
SN:
CMAC:
C6300
--------------------------------------
CALLER: Mu Davis
ISSUE: Modem activation for a transfer of service, couldn't add the modem to the account.
STEPS TAKEN: Need help with ECM to add the device but ECM is close at the moment. Educated the cx to call againt tomorrow before 9pm to process everything.
REMARKS: Customer understood.
TICKET:
ACC NO.: 8499100226341120
CALL BACK NO.: (240) 342-9706
PITCH:
SN:
CMAC: 3C82C0F3990D
--------------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
TICKET:
ACC NO.:
CALL BACK NO.:
PITCH:
SN:
CMAC:
--------------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
TICKET:
ACC NO.:
CALL BACK NO.:
PITCH:
SN:
CMAC:
--------------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
TICKET:
ACC NO.:
CALL BACK NO.:
PITCH:
SN:
CMAC:
--------------------------------------
CALLER:
ISSUE:
STEPS TAKEN:
REMARKS:
TICKET:
ACC NO.:
CALL BACK NO.:
PITCH:
SN:
CMAC:
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