![]() This also assumes that the time frame in the billing system is the same as what we told you.Ĥ. ![]() For example: if you have a 10-12 appointment and the tech shows up at 11:50, no credit. This will only work if the tech arrives after the time in the billing system. If your tech is late, you should call for a $20 on time guarantee credit. This is incredibly stupid but there’s no way around it – a sup won’t be able to do anything else either.ģ. Occasionally our pathetic excuse for an outage management team will collect information on suspected outages, but we have no control over when they ask for it. If you suspect there is one in your area the best option is to encourage your neighbors to call in and schedule appointments to trigger an auto-outage. However, it has become common practice that customers should call back after the outage for credit (and of course management has done nothing to discourage this) and it’s up to you if you think it’s worth arguing with the rep/requesting a supervisor or not.Ģ. Usually it will be fixed within that time anyways, but don’t take any timeframe we give as a guarantee unless you’re calling in after midnight (99% of scheduled maintenance is in the early morning.) If there is a verified outage you should get one day’s credit for your services according to the official policy. For unplanned outages we are supposed to say “It will be up within 24 to 48 hours” but agents don’t like listening to the “OMG TWO WHOLE DAYS WITHOUT SERVICE” that inevitably follows so they’ll make up a time of 1-4 hours. The planned ones – “scheduled maintenance” – have ETRs unplanned outages don’t. Then they decided that training is expensive so they only gave us two days of it and told us to follow Logicall)ġ. (a year ago upper management decided that we could sell more new lines of business if they cross-trained the internet centers in video training and vice versa. that are just following Logicall (our call flow guide) and even the inhouse call centers are encouraged to follow it, especially for their cross specialties. Don’t assume that just because you’re talking to someone without a foreign accent they’re going to be useful – we have several outsourced centers in Canada and the U.S. ![]() I wish there were uniform tips for dealing with CSRs, but there’s such a variety of quality – anything from an outsourcer in the Philippines who is following a script to agents who are in their third year of working through a CS degree. Did you know there isn’t a formal way to report a Charter cable outage, and that you’re entitled to a $20 credit if your tech is a single minute late for your appointment? These, and other fantastic tips to get faster, cheaper service from Charter, as told by a former customer service representative, inside…
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