pst notes.docx

7/25/2019 PST NOTES.docx

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PST day 1

Trainers: AC Dela Cruz

JC Garcia - 09174139591

Einstein - BP-fcapat001Suer13!"S"#$ %#G"$ - #S&&4E'''''''''''''''''''''''''''''''''''''''''''COMCAST -

Supp(rt)

$e* Jerse+Dela*are

Penns+l,annia

+pes (f learnin. st+les - Au/it(r+1ca3c425c27a a9 c

10c11a1c

''''''''''''''''''''''''''''''''''''''''''' Call %istenin.

Call 1 /ea/ air - asin. 6ust f(r price f(r S"S8e /i/nt eplain t8e /ifference (n re.ar/in. t8e special an/ re.ular paca.e

Call .((/ rapp(rt : n( /ea/ air : ;995 :(ffere/ furt8er assistance : e/ucate/ t8e cust a2(utfeatures (f t8e S" paca.e

Call 3

S" in<uir+pr(,i/e pr((ti(nal (ffer /ea/ air/i/nt pr(2e : nee/ re2utal :/i/nt (fffer furt8er assistance

"!& - "nteracti,e !(ice &esp(nse

Introduction to Desktop Tools



1 Einstein =>n(*le/.e Base/?pull up cust(ers acc(unt @ tr(u2les8((tin. steps @ alertsetc

Competitive Ede - c(paris(n t( (t8er pr(,i/ers @ +(u can see t8e pricin. an/ t8e/ifference fr( t8e (t8er c(petit(rs

3 !randslam - use/ f(r tr(u2les8((tin. @ rec(en/e/ acti(ns t( fi pr(2les @ tr(u2leassist @ 8as %#s =line (f <uesti(n? - can 2e accesse/ t8r(u.8 Einstein (r !isi(n - 8(* t( tr(u2les8((t

4 Comcast"com - *8at (ur cust(ers n(* a2(ut @ cust can s8(p pr(/ucts @ learn a2(utpr((ti(ns (r a/,ertiseent @ (t8er t8in.s lie 2un/le ser,ices

5 E# - Escalation #esolution - escalati(n an/ ticetin. s+ste (t8er issues@ /ela+e/ (rlate tec8 ,isits

Einstein $oins : ca%le&'P-(capati))1 Pass*ord - Summer11

!(ice (f t8e Cust(er =!#C?

#ut2(un/ aut(ate/ sur,e+

Billin. &elate/ec8nical "suesSales &elate/ App(intent "ssue

!isit t( (e

''''''''''''''''''''''''''''''''''''''''''

COMCAST C+STOME# !+A#A,TEE

1 e *ill .i,e +(u a 30-/a+@ (ne+-2ac .uarantee (n (ur ,i/e(@ ,(ice (r 8i.8-spee/ser,ices"f +(ure n(t satisfie/ *it8 t8ese ser,ices an/ *is8 t( cancel f(r an+ reas(n@ +(u can /( s( int8e first 30 /a+s an/ .et +(ur (ne+ 2ac Sipl+ return all e<uipent in .((/ *(rin. (r/er an/ *ell refun/ t8e (nt8l+ recurrin. fee f(r +(ur first 30 /a+s (f ser,ice an/ an+ c8ar.es+(u pai/ f(r stan/ar/ installati(n

e *ill al*a+s 2e (n tie *it8in +(ur 8(ur app(intent *in/(* (r *ell cre/it +(u ;0(r .i,e +(u a free preiu c8annel f(r t8ree (nt8s-As a c(urtes+@ *e *ill call +(u 2ef(re *e arri,e at +(ur 8(e An/ if *e fail t( arri,e f(r asc8e/ule/ ,isit /urin. t8e app(intent *in/(*@ *e *ill cre/it +(u ;0 (r .i,e +(u a freepreiu c8annel f(r t8ree (nt8s3 e *ill res(l,e r(utine issues in (ne ,isit (r *ell cre/it +(u ;0 (r .i,e +(u a freepreiu c8annel f(r t8ree (nt8s After t8e first ,isit t( +(ur 8(e@ if *e /( n(t satisfact(ril+ c(plete installati(n (r cantres(l,e a r(utine issue@ *e *ill cre/it +(u ;0 (r .i,e +(u a free preiu c8annel f(r t8ree(nt8s A//iti(nall+@ *e *(nt c8ar.e +(u f(r a ser,ice ,isit t8at results fr( a C(caste<uipent (r net*(r pr(2le4 e *ill treat +(u an/ +(ur 8(e *it8 c(urtes+ an/ respect

#ur tec8nicians *ill /ispla+ t8eir C(cast i/entificati(n clearl+ *8en t8e+ arri,e at +(ur8(e 8e+ *ill 2e traine/ an/ e<uippe/ t( c(plete t8e 6(2 (n t8e first ,isit #ur Cust(er Acc(unt Eecuti,es =CAEs? *ill 2e c(urte(us an/ n(*le/.ea2le *8en +(u c(ntact us



5 ere 8ere f(r +(u@ 4 8(urs a /a+@ 7 /a+s a *ee t( ans*er <uesti(ns at +(urc(n,enienceF(u can c(ntact us re.ar/in. an+ ser,ice-relate/ issue 2+ callin. 1-00-C#CAS (r in an+(f t8e f(ll(*in. *a+s) e *ill <uicl+ a//ress an+ pr(2le +(u eperience"f *e /( n(t satisfact(ril+ c(plete installati(n (r cant res(l,e t8e r(utine issue /urin. t8e 30/a+s f(ll(*in. t8e first ,isit t( +(ur 8(e@ *e *ill eten/ a c(plientar+ ser,ice t( +(uracc(unt A//iti(nall+@ *e *(nt c8ar.e +(u f(r a ser,ice ,isit t8at results fr( a C(caste<uipent (r net*(r pr(2le7 e *ill c(ntinuall+ (ffer t8e 2est an/ (st ,i/e( c8(ices

ere *(rin. 8ar/ t( 2rin. (re c8(ices t( (ur cust(ers instantane(usl+ 2+ usin. t8e fullp(*er (f (ur a/,ance/ net*(r an/ /eca/es (f tele,isi(n eperience e *ill use #nDean/ t( 2rin. +(u /raaticall+ (re c(ntent c8(ices@ inclu/in. (re (,ies@ (resp(rts@ (re i/s pr(.ras@ (re net*(r ! s8(*s an/ (re D t8an an+(ne else

Cre/( - 2eliefPS DAF Hfinit+ ! A/,ance/ ec8n(l(.+-pr(,i/es unsurpasse/ D picture <ualit+@ rain (r s8ine-#nl+ set-t(p 2( is re<uire/-unliite/ access t( t8(usan/s (f 8it (,ies an/ entire past seas(n (f ! s8(*s-preiu c8annels suc8 as B#@ Cinea Starz @

Current ren/s in ! 2e8a,i(r

Ser,ice Plans1 Di.ital Preier - (,er 00 /i.ital c8annels : Hfinit+ (n Dean/

Di.ital Preferre/ Plus - all (f c8annels fr( /i.ital starter 3 Di.ital Preferre/ 10 /i.ital c8annels4 Di.ital Starter - 0 /i. c8annels5 Di.ital Ec(n(+ - 50 c8annles Stan/ar/ Ca2le - l(cal 2r(a/cast c8annels

ea/ En/ - l(cal ser,er - a// inserti(n =t, c(ercials are a//e/ ?

-uses fi2er (ptic ca2le --n(/e---ra/i( fre<uenc+--c(a ca2le--tap--

Iull D 100

70p) 8is D! set /ispla+s 70lines (f res(luti(n@ an/ it uses pr(.ressi,e scannin. 70p! sets refres8 up t( 0ties =fraes? per sec(n/ @ *8ic8 is t*ice as fast as 100 ! sets8is aes t8e 2etter f(r *atc8in. 8i.8 spee/ car c8ases@ sp(rts an/ (t8er pr(.ras *it8li.8tnin. fast@ (ti(n

100i) 8is D! /ispla+s 100 lines (f res(luti(n @ an/ it uses interlace/ scannin. "tpr(,i/es t8e 8i.8er res(luti(n@ /eli,erin. ric8 c(l(rs an/ a clearer picture 8e fraes in t8eia.es are refres8e/ up t( 30ties per sec(n/

100p) 8is D! is a set (f D! 8i.8-/efiniti(n ,i/e( (/es c8aracterize/ 2+ 1008(riz(ntal lines (f ,ertical res(luti(n an/ pr(.ressi,e scan@ *8ic8 eans e,en an/ (// linesare 2(t8 /ra*n in frae 100 pr(,i/es t8e 8i.8est res(luti(n currentl+ a,aila2le

Blu &a+ Disc



A *(r/ a2(ut 100p

An D! set *it8 100p res(luti(n is .reat f(r pe(ple *8( en6(+s (,ies (n Blu-&a+ /isc (r (t8er nati,e 8i.8 /ef ,i/e( pla+2ac (*e,er t8ere isnt an+ ca2le pr(,i/er (r satellite t8at isa2le t( 2r(a/cast in 100 8is is a tec8nical liitati(n relate/ t( t8e a(unt (f 2an/*i/t8t8at *(ul/ 2e re<uire/ t( sen/ suc8 a lar.e /i.ital si.nal (,er t8e air (r t8r(u.8 a ca2le

net*(r

n/erstan/in. SD ,s D A stan/ar/ /efiniti(n =SD? set is a 2asic /i.ital tele,isi(n "t recei,es Hfinit+ ! si.nals an//eli,ers a s8arp picture an/ CD-<ualit+ s(un/ (*e,er@ t8e picture <ualit+ is n(t as .((/ asD! A 8i.8 /efiniti(n =D? ! set (ffers 5ties t8e picture <ualit+ (f anal(. tele,isi(n@ a*i/er screen lie t8e (,ies an/ t8e surr(un/ s(un/ au/i(

"nterlace/ !ersus Pr(.ressi,e Scannin. All tele,isi(n pictures are a/e up (f tin+ /(ts an/ t8in lines 8e (re /(ts an/ lines t8atappear (n screen@ t8e 2etter t8e picture res(luti(n an/ clarit+ *ill 2e D!s /ispla+ t8e(st an/ t8e sallest /(ts an/ lines D! si.nals are /ispla+e/ (nscreen acc(r/in. t( (ne(f t8e f(ll(*in. scannin. et8(/s "nterlace/ Scannin. - 8e si.nal is /i,i/e/ int( t*( sets (f lines@ calle/ fiel/s 8e fiel/s arerefres8e/ (nscreen 30 ties per sec(n/

Pr(.ressi,e Scannin. - nlie interlace/ scannin.@pr(.ressi,e scannin. pr(6ects an entireia.e at (nce All fiel/s are refres8e/ 0 ties per sec(n/ !ie*ers .et a clearer@ (rec(nsistent picture

E<uipent #,er,ie*

Set-(p B(

it8 Hfinit+ !@ cust(ers can en6(+ t8eir l(cal 2r(a/cast stati(ns@ /i.ital special intereststati(ns@ ultiplee/ preiu c8annles@ PP! ser,ices@ /i.ital usic stati(ns@ an/ aninteracti,e pr(.rain. .ui/e

All (f t8ese features are a/e p(ssi2le *it8 a /i.ital set t(p 2( pr(,i/e/ 2+ C(cast 8eset t(p 2( ser,es as an inf(rati(n pr(cess(r t8at (r.anizes all t8e .reat c(ntent an/c(n,enient features f(r ,ie*ers " 8as a t*( *a+ capa2ilit+@ *8ic8 all(*s t8e cust(ers t(en6(+ ser,ices lie #n Dean/ an/ PP!

&e(te C(ntr(l

se/ t( na,i.ate t8e (nscreen pr(.ra .ui/es@ access t8e uic enus@ an/ retrie,epr(.ra inf(rati(n "ts an essential t((l t8at .i,es su2sscri2ers c8(ice@ flei2ilit+@ an/c(ntr(l (,er t8e entertainent eperience

D recei,er

( recei,e D! 2r(a/casts@ a sus2scri2er ust (*n an D rea/+ (r D capa2le tele,isi(n@an/ t8e+ nee/ an HI"$"F D /i.ital set t(p 2( t( pass D si.nals t( t8e tele,isi(n an/unscra2le t8e D c8annels

C(cast cust(ers /(nt 8a,e t( 2u+ an etra e<uipent S(e satellite ser,ices re<uire

a//iti(nal e<uipent f(r D!@ at a//iti(nal c(st C(cast c8ar.es a sall (nt8l+ fee f(rt8e S set t(p 2( "f a cust(er c8((ses (ne (f (ur D triple Pla+ 2un/les@ t8is fee isc(,ere/ in t8e c(st (f t8e 2un/lef



eatures o( .I,IT/ T0

#n Dean/ - 8(ttest (,ie releases@ t, s8(*s@ sp(rts@ i/s pr(.rain. 90K is freecust can en6(+ fres8 an/ free c(ntent-catc8 up *it8 isse/ epis(/es

catc8 up *it8 entire seas(n (f p(pular s8(*s-tae a/,anta.e (f an+ r(( (n /ean/-*atc8 an+ ne* (,ies t8e sae /a+ as t8eir D!D release

Onscreen !uide

"nstant c(ntr(l *it8 t8e #nscreen Pr(.rain. Gui/e C8(ice flei2ilit+ an/ c(ntr(l) t8ats*8at t8e cust(ers eperience *it8 Hfinit+s (nscreen pr(.ra .ui/e "t features an intuiti,e/esi.n@ an/ its c(ntr(lle/ *it8 t8e re(te c(ntr(l 8e (nscreen pr(.ra .ui/e .i,es custt8e ff) - "nteracti,e <uic enu f(r (ne clic access t( pr(.rain. - *( *a+ capa2ilit+ f(r instant access t( pr(.ra inf(rati(n

- #nscreen rein/ers t( let ,ie*ers n(* *8en a s8(* is a2(ut t( start - uic access t( t8e (n /ean/ li2rar+- t8e a2ilit+ t( set p(*erful parental c(ntr(ls

Pr(fessi(nal "nstallati(n - C(casts tec8nicians install t8e ca2le ser,iceParental C(ntr(ls - cust(ers can set parental c(ntr(ls =P"$?f(r t8eir i/s a2(ut (t8er s8(*s(n !

Internet Service C2SI3

-Iastest "nternet

-C(nstant Pr(tecti(n : $(rt(n

D#CS"S 30 s+steData #,er Ca2le S+ste "nterface Specificati(n piece (f net*(r is calle/ a c8annle

P(*er B((st -pr(,i/es 2ursts (f /(*nl(a/ an/ upl(a/ spee/ f(r t8e first 10 B an/ 5 B (fa file@ respecti,el+ 8ene,e a lar.e file is /etecte/ @ P(*erB((st ics in aut(aticall+ t(assist t8e /ata transfer

Ser,ice Plans)

1" Per(ormance - D(*nl(a/ spee/s up t( 0 2ps an/ upl(a/ spee/s up t( 4 2ps *it8P(*erB((st

C(nstant Guar/ - (st c(pre8ensi,e (nline pr(tecti(n =a ;30 ,alue? Get $(rt(n Securit+Suite an/ uc8 (re

Hfinit+ C(nnect *it8 7 eail acc(unts eac8 *it8 10GB (f st(ra.e (re t8an 3500 li,e.aes

30 /a+ (ne+ 2ac .uarantee

'last - D(*nl(a/ spee/s up t( 50 2ps an/ upl(a/ spee/s (f up t( 10 2ps

Gae in real tieC(nstant Guar/30 /a+ (ne+ 2ac .uarantee



3 E4treme 1)5 - D(*nl(a/ spee/s (f up t( 105 2ps an/ upl(a/ spee/s up t( 0 2ps

Perfect f(r 8ar/ c(re .aers@ 8(use8(l/ *it8 ultiple c(puters (r /e,ices an//(*nl(a/in. lar.e files

C(nstant Guar/Hfinit+ c(nnect 7 eail acc(unts 10 GB

Iact(rs in c8((sin. "SP

PriceSpee/&elia2ilit+Securit+C(n,er.ence''''''''''''''''''''''''''''''''''''''''''

H1 Paca.e - 8as <ua/ tuners@ can rec(r/ 4 s8(*s at t8e sae tie

09507757901

Hfinit+ !(ice

-nliite/ calls an/ tet-!(iceail transcripti(n- caller i/- f(r*ar/ calls- *ireless callin. =finit+ c(nnect?-up t( 5 pers(nal p8(ne nu2ers

Smarter P6one Service

Hfinit+ ,(ice (ffers /i.ital <ualit+ p8(ne ser,ice *it8 e,er+t8in. cust(ers epect fr( t8eirp8(ne ser,ice@ plus t8e a2ilit+ t( ana.e an/ listen t( t8eir ,(iceail fr( an+*8ere

(* /(es it *(rL-"t uses "P tec8n(l(.+@ an/ (ur su2scri2ers calls tra,el (,er (ur pr(prietar+ "P net*(r - n(t(,er t8e pu2lic "nternet- ses eA =e2e//e/ ultie/ia terinal a/apter?

eMTA - /e,ice siilar t( a ca2le (/e@ it c(2ines a 8i.8 spee/ /ata ca2le (/e *it8

!#"P-can 2e pr(fessi(nall+ installe/-ser,ice p8(ne an/ internet- c(pati2le *it8 securit+ s+stes- flei2ilit+ (f p8(ne lines- en8ance/ 911 ser,ice@ *8ic8 aut(aticall+ .i,es eer.enc+ pers(nnel t8e a//ress an/p8(ne nu2er *8en 911 is /iale/

8+ is it 2etterL call clarit+ 2ecause it uses C(cast pr(prietar+ net*(r - less /ata traffic Mcall clarit+

PST, - pu2lic s*itc8e/ telep8(ne net*(r

!alue (f Hfinit+ !(ice

-nliite/ l(cal an/ /(estic l(n.-/istance callin.



-$( 8i//en fees-Iree calls t( Cana/a an/ Puert( &ic(-%(* internati(nal rates t( (re t8an 00 c(untries-Sin.le 2ill f(r Hfinit+ ser,ices-Special sa,in.s f(r C(cast su2scri2ers

Perf(rance

-Cr+stal clear s(un/ /eli,ere/ (n a pri,ate fi2er (ptic net*(r-$( p8(ne /ea/ z(nes in t8e 8(e-1 p(pular callin. features lie Caller "D@ Call I(r*ar/in.@ an/ Call Bl(cin.

"a.e

- Hfinit+ !(ice .i,es cust(ers t8e flei2ilit+ t( see *8( calle/ (r *8ats pla+in.-ni,ersal Caller "D-Hfinit+ C(nnect c8ec ,(iceail in an+ l(cati(n

Safet+

-c(pati2ilit+ *it8 securit+ ser,ice-911 ser,ice

eatures o( P6one Service-ne,er iss a call1Call *aitin.

Caller "D - can ans*er (r n(t

3 Caller i/ *it8 call *aitin.

4 Call f(r*ar/in.

5 Call f(r*ar/in. selecti,esa,e tie

Call return =9?

7 &epeat /ialin.

3 a+ Callin.

9 Spee/ /ial - call faster pr(tect pri,ac+

10 An(n+(us Call &e6ecti(n - 8eps caller ann(unces t8esel,es 8is feature re6ects an+call fr( a l(cati(n t8at 8as 2l(ce/ t8e /ispla+ (f its nu2er "f t8e callers 2l(c t8e /ispla+(f t8eir nae an/ nu2er@ t8e+ *ill 8ear an aut(ate/ essa.e a/,isin. t8e t8at t8esu2scri2er is n(t acceptin. 2l(ce/ calls an/ instructin. t8e t( un2l(c t8eir caller i/ an//ial a.ain

11 Call Screenin. - n( call n(tificati(n Call screenin. lets t8e 2l(c up t( 1 p8(nenu2ers an/ inclu/e a essa.e a/,isin. t8e t8at t8eir call *asnt accepte/ 0

1 Caller "D Bl(cin. per Call - 8(e p8(ne nu2er pr(tecti(n :*ill /ispla+ as pri,ate (ran(n+(us

#ffer (re #pti(ns



%istenin. *8ic8 is (re t8an s(un/ 2ein. recei,e/ 2+ t8e ear inclu/es interpretin. an/pr(cessin. t8at s(un/

*( *a+ c(unicati(n is c8allen.in. 2ecause t8ere are se,eral fact(rs c(ntri2utin. t( t8e/ist(rti(n (f t8e inten/e/ essa.e 2+ t8e tie it is recei,e/

Acti,e listenin. is a ,(luntar+ sill t8at is 8ar/*(r an/ in,(l,es patience@ f(cus an/ ener.+

95173''''''''''''''''''''''''''''''''''''''''''

PST DA/ 7

Pri,ac+- refers t( pers(nall+ i/entifia2le inf(rati(n@ (r P"" an/ 8(* t8at inf(rati(n isc(llecte/@ use/@ /iscl(se/ an/ retaine/ Cust(ers anes an/ SSS Ns are eaples

"nf(rati(n Securit+ - refers t( 8(* all inf(rati(n inclu/in. P"" is pr(tecte/ fr(unaut8(rize/ an/ uninten/e/ uses an/ /iscl(sures

95173

Pri,ac+ refers t( t8e respecti,e ri.8ts an/ (2li.ati(ns (f in/i,i/uals an/ (r.anizati(nsre.ar/in. t8e c(llecti(n@ use an/ /iscl(sure an/ retenti(n (f pers(nall+ i/entifia2leinf(rati(n

$(n P"" eaples)

aretin. /ata t8at 8a/ its P"" re(,e/ (r scra2le/

PC" - Pa+ent Car/ "n/ustr+

3 Parts (f "nf(rati(n Securit+

C(nfi/entialit+ - is perittin. access t( inf(rati(n t( t8(se *8( s8(ul/ 8a,e access an/pre,entin. t8(se *it8(ut access fr( (2tainin. t8e inf(rati(n

"nte.rit+ - Ensurin. t8at inf(rati(n isnt c8an.e/ *8en it s8(ul/nt 2e

A,aila2ilit+ - eans t8at inf(rati(n an/ s+stes s8(ul/ 2e *(rin. f(r 2usiness use

"ntr(/ucti(n t( Billin.

!isi(n - Billin. t((l-can searc8 cust 2+ usin. a//ress@ p8(ne nu2er@ /i.ital ,(ice nu2er searc8@naesearc8@acc(unt nu2er@2( nu2er searc8@pre,i(us acc(unt searc8

Pers(nal ueue - ticets&efres8 C(ntact %in - up/ates t8e inf(rati(n (n t8e acc(unt

8ttp)::***a+p*ip(r.:*e2n(te:c(cast*

888S9 uality !uidelines888

S1 start t6e calll ri6t3- 2ran/@ c(rrect spiel@ intr(/uce O .et cs nae- reflect reas(n f(r c(ntact@ relate O ep8atize- is it ( ill as se,eral <uesti(ns re.ar/in. +(ur acc(untL- set t8e a.en/a@ ,erif+ O aut8enticate@ plant t8e see/ =ain. t8e sale

http://www.aypwip.org/webnote/comcastw2

http://www.aypwip.org/webnote/comcastw2



S; solve3- .et:un/erstan/ cs nee/s (r 8(* t( res(l,e:a//ress t8e issue- 2uil/ ,alue

S7 sell3

- transiti(n t( t8e rele,ant (ffer:pitc8in. f(r t8e sale /epen/in. (n cs nee/se n(* t8at *e,e applie/ t8e pa+ent as +(u 8a,e re<ueste/@ i/ lie t( tal t( +(u a2(ut- tal a2(ut *:c pr(/uct 2enefits c (re- if t8ere are (26ecti(ns@ a//ress it:(,erc(e it =n( liit (n attepts 2ut listen t( +(ur c 2ecit i.8t alrea/+ 2e a 8ar/ $#?

S9 summari<e3- recap (n *8at +(u are a2(ut t( ae (n cs acc(unt =eit8er a pa+ent (r C#S in csacc(unt (r up.ra/e:/(*n.ra/e ser,ice?

----------------------------------------------

888Auto(ail %e6aviors888

1 unaut8(rize/ c8an.es (r /iscl(sures ru/eness3 call a,(i/ance 2e8a,i(rs4 inaapr(priate transfer 5 failure t( f(ll(* t8r(u.8 (r n(n-/iscl(sure (f acct c8ar.es =2e sure t( place +(urc(ents re.ar/in. t8e cs nee/s (r *8at *as pr(ise/ 2+ CAE - t8is is t( 2e n(te/ (ncs accnt? ris ana.eent =cre/it c8ecs if CAE is pr(cessin. C#S t( cs accnt?----------------------------------------------

Call lo*:

8an +(u f(r callin. C(cast@ t8is is=+(ur nae?@ 8(* a+ i 8elp +(uL

=acn(*le/.e c c(ncern O as f(r nae?

Aut8enticate

- as p8(ne N@ a//ress@ last 4 /i.its(f SS$

&ec(en/ati(n:psell:A// %#B

Cust(er .uarantee 2+ C(cast

Call cl(sin.'''''''''''''''''''''''''''''''''''''''''''''

Einstein =ey eatures )

1 Cust(er Centric C(ntent - c(ntent t8at is specific t( t8e cust(er an/ t8e pr(/ucts t8e+8a,e

%(( up t((ls - uic lins t( l(( up t8e cust(ers ser,ice center an/ c8annel line up

3 "nte.rate/ S+stes - "nte.rate/ 2illin. an/ tr(u2le ticet inf(rati(n



4 De,ice li2rar+ - Pictures an/ *irin. /ia.ras (f t8e cust(ers /e,ices

5 S(cial e/ia %ie "nf(rati(n S8arin. - $e*s fee/s an/ alerrs t8at are specific t( t8eepl(+ee@ t8eir r(le@ an/ t8eir l(cati(n

Sart Searc8 - G((.le lie capa2ilities *it8 pre/icti,e *(r/ searc8@ aut( c(plete

features@ filterin. capa2ilit+ an/ uc8 (re

7 D(cuent s8arin. ,ia eail - eail an article /irectl+ t( a cust(er (r c( -*(rer

ain Ieatures

1 (p enu Bar - Basic acc(unt inf(rati(n - Cl(sest Ser,ice Centers - Current C8annel %ine up

%eft enu Bar - $et*(r ealt8 - Acc(unt ealt8

- Dia.n(stics

3 &i.8t enu Bar - Alerts@ $e*s@ Ia,(rites@ seful %ins@ &ecentl+ !ie*e/ D(cuents@ ((l>its@ $e* an/ p/ate/ D(cuents

4 Sart Searc8 - >e+*(r/@ D(cuent "D@ C((n Pr(2les

Einstein Benefits )

- Beneficial t( epl(+ees an/ cust(ers- an+ t((ls in (ne- C(n,enient

- Eas+ t( use- Better searc8es- "nte.rate/ "nf(rati(n- aes +(u a .enius

&ea/i ni,ersit+ - &esultsQ01SRne(an1

BA =B( A,aila2ilit+ atri?

- t( l(cate ser,ice centers@ t( see t8e nu2er e<uipents t8at t8e center 8as

$(tin. t8e acc(unt - !is(n ((l

Pinnacle Gui/elines

-8( calle/-&eas(n f(r t8e call-(* t8e issue *as res(l,e/'''''''''''''''''''''''''''''''''''''''''''''

DA/ 9PST

Call $istenin

1 Balance in<uir+ an/ aut( pa+ ars8a

http://notepad99.com/mailto:S@neoman1

http://notepad99.com/mailto:S@neoman1



last 2ill ne,er .(t pai/ -J(8n Sit8 -Sac@ CA 549 1- (s t( set up f(r it a+ 3 -arc8 n( pa+ent %ast pa+ent ;0 Acc(unt 8as 2een transferre/ t( a /ifferent a//ress Different acc(unt nu2er;539 ;1543 ;103 ;13991;30

April ;999Ca2le ;4995 S"443 ca2le : 499 8si :1595 49 500 (/e rental

n/ call - transfer t( "!&

;49/i.ital starter -

Call siulati(n - current 2alance

'''''''''''''''''''''''''''''''''''''''

DA/ 5

Anal(. - (ne *a+ =c(cast t( cust(er?DA- /i.ital tunin. a/apter DDA

Di.ital - t*( *a+ =c(cast-cust(er? access t( PP!@ #n /ean/@ #n screen .ui/e

1 c(n,ersi(n *a+@ eliza2et8 t(*n @ PA 170

Elearnin.) Billin. S+stes rainin.

&ate C(/es&ate c(/es ipact t8ree priar+ areas *it8in t8e Billin. S+ste- cust(ers 2illn.

- t8e tec8nicians *(r (r/er -E<uipent in t8e cust(ers 8(e

&ate c(/es - f(r 2un/lin. (f ser,ices-priar+ /ri,er (f t8e final (utput (n a cust(er 2ill-/eterine t8e tie all(*e/ f(r a tec8nician t( c(plete t8e *(r (r/er &ate c(/es entere/(n a ser,ice (r/er /ri,e t8e sc8e/ulin. (f a tec8nicians *(r an/ t8e installati(n c8ar.esassesse/ (n t8e acc(unt

A//in. t8e c(/e t( t8e (r/er .enerates t8e pr(per tas c(/e@ an/ t8at a(unt (f *(r tie issl(tte/ t( t8e tec8nicians /ispatc8e/ (r/er

8ttp)::scenari(suitca2lec(castc(:+2acup:cc(untr+:2illin.c8allen.e:!"S"#$:#r/er Entr+:&ateQC(/e:resize1,8tl

http://scenariosummit.cable.comcast.com/mybackup/ccountry/billingchallenge/VISION/OrderEntry/Rate_Code/resize1v.html






$e* "nstall !isi(n

Creatin. ne* install (r/er 1 Searc8 f(r t8e acc(unt C(llect an/ enter t8e cust inf(3 &e,ie* cust nee/s an/ a// t8e appr(priate (ffers an/ (ffer (pti(ns t( t8e acc(unt

4Pr(,i/e inf( a2(ut t8e cust fees5 Select t8e appr(priate sc8e/ulin. (pti(ns f(r installati(n A// an+ special instructi(ns f(r t8e installati(n@ an/ t8en su2it t8e (r/er 7 C(unicate a suar+ (f (r/er t( t8e cust(er an/ pr(,i/e /etails a2(ut t8e netsteps

Gat8er Cust(er "nf(rati(n

Iiel/s are/ *it8 an asteris are re<uire/ an/ ust 2e c(plete/inclu/in.

-8(e p8(ne nu2er -SS$

-Sales &ep-Priar+ eail a//ress

8at pr(/ucts an/ ser,ices is t8is cust(er eli.i2le f(rLL

%(cati(n "nf(rati(n#ffers

8en t8e pr(/uct in t8e cust(er ser,ice secti(n is liste/ *it8 a .reen c8ecar@ Ser,icean/ E<uipent f(r t8e ser,ice 8as 2een pr(,i/e/ (*e,er@ +(u s8(ul/ re,ie* t8at t8einstall c8ar.es an/ tracin. c(/es 8a,e 2een a//e/

Cust(izin. Ser,ices a//e/ t( an Acc(unt

1 Selecte/ Ser,ices- use/ t( a// a//iti(nal ser,ices t( t8e cust(ers (r/er@ (r t( fine-tuneser,ices t8at are selecte/ 2+ /efault in a (ffer

E<uipent - use/ t( a// e<uipent t( t8e cust(ers acc(unt *it8 t8is (r/er

3 "nstallati(n C8ar.es- se t8is secti(n t( ,erif+ t8e installati(n c8ar.es f(r t8e ne* (r/er8e installati(n c8ar.es s8(ul/ atc8 t8e ser,ices an/ e<uipent (r/ere/

4 HSS &eferral racin. C(/es - in s(e arets@ tracin. c(/es f(r certain *(r (r/ers

are re<uire/ ( a// tracin. c(/es@ l(cate an/ select t8e appr(priate racin. c(/es in t8e"nstallati(n C8ar.es secti(n (f t8e ser,ices 2ein. a//e/ t( t8e acc(unt

S8(ppin. Cart Secti(n- pr(,i/es /etaile/ list (f pricin. inf(rati(n f(r t8e ne* (r/er entr+t8at +(u are creatin.

S- ser,ices"- installati(n - tracin.E - e<uipent

A2(ut Sc8e/ulin. "nstall

- Sc8e/ule -ne* (r/ers: tec8 ,isit- $( truc - n( tec8 ,isit re<uire/



- $( Sc8e/ule -a// (r/er:S"> (r pic up:sup i.8t tae t8e (r/er

"P - (r in pr(.ress

8ats netL Settin. Cust Epectati(ns

se t8e #r/er C(nfirati(n Screen ()-&e,ie* (r/er inf(rati(n *it8 t8e cust(er@ inclu/in.) - (nt8l+ c8ar.es -(ne tie c8ar.es -first 2ill /etails-C(nfir installati(n /ate

e-learnin. url)8ttp)::scenari(suitca2lec(castc(:+2acup:cc(untr+:2illin.c8allen.e:!"S"#$:#r/er Entr+:$e*"nstall:resize1,8tl

'''''''''''''''''''''''''''''''''''''''''

DA/ >

#eason (or #isk Manaement

-C(cast pr(,i/es ris ana.eent features t( re/uce financial riss *8en issuin.e<uipent (r pr(cessin. cust(er (r/ers 8ese financial riss a+ result fr( l(st (r st(lene<uipent@ (r purc8ase (f ser,ices usin. a st(len i/entit+

Cre/it c8ec- if cust nee/s t( ae a pa+ent f(r unreturne/ e<uipent

iniu er A.reeent Aut(ati(n

- En8anceent t( t8e selecti(n (f a.reeent (ffers@ ,ali/atin. acc(unts@ an/ tracin. (f t8estatus (f t8e a.reeent pr(cess

-8is replaces ultiple anual pr(cesses *8en pr(cessin. a ne* (r/er *it8 a iniuter a.reeent

Steps t( successfull+ place a cust(er (n a.reeent inclu/e)

#r/er Entr+C(/e Selecti(nransfer t( "!&

!er2al Acceptance

&ati(nale f(r ter a.reeents - l(n. ter pr((ti(ns *it8 ,alue a// - #ffers *it8 a.reeents 2enefit t8e cust(er

C(ntract - (ften 8as ne.ati,e c(nn(tati(ns@ t8eref(re a (re p(siti,e ter is a.reeent

er %en.t8 - t8e cust(er a.rees t( eep ser,ices f(r a set a(unt (f tie@ t+picall 1-4(s 2ut c(ul/ ,ar+ 2+ (ffer

inuu le,el (f ser,ice- cust a.rees t( eep a iniu le,el (f ser,ices t8r(u.8(ut t8eter an/ *ill n(t /(*n.ra/e (r /isc(nnect

Earl+ terinati(n fee- if t8e cust(er terinates t8e a.reeent after t8e .race peri(s@t+picall+ set at 30 /a+s (r 90 /a+@ an earl+ terinati(n fee *ill 2e assesse/ 8e earl+terinati(n fee /eclines 2+ a percenta.e (,er t8e c(urse (f t8e a.reeent an/ is

http://scenariosummit.cable.comcast.com/mybackup/ccountry/billingchallenge/VISION/OrderEntry/NewInstall/resize1v.html






aut(aticall+ c8ar.e/ ,ia 2illin. s+ste up(n /(*n.ra/e (r /isc(nnect

Acc(unt in .((/ stan/in. - acc(unt 2alance cann(t 2e past /ue /urin. t8e inuueli.i2ilit+ peri(/

Process

1 Sells an/ e/ucateransfers an/ ,ali/ates3Accepts4 &ec(r/e/ an/ applie/5!isi2le t( a.ent Eaile/ (r aile/7Cust ,ie*s a.reeent

'ene(its

-creates a central rep(sit(r+ (f cust(ers ter a.reeent-aut(ates a.reeent acceptance c(/es (n acc(unt in t8e 2illers

-pr(,i/es ,isi2ilit+ t( 2(t8 a.ents an/ cust(er (f t8e a.reeent ters an/ a.reeentstatus-re/uces anual pr(cesses t( cate.(rize a cust(er as 8a,in. an a.reeent-ipr(,es cust(er eperience 2+ increasin. t8e c(pleti(n rate f(r acceptance-re/uces re.i(nal *(rl(a/ in Care@ "S@ an/ aretin.-iniize/ escalati(ns *8en ,alue a// ites are n(t pr(,i/e/ t( t8e cust(er

0er%al Acceptanceis a pr(cess t8e all(*s cust(ers t( accept t8e ters (f an a.reeent t8r(u.8 ,(iceacceptance@ at t8e p(int (f sale@ f(r pr(/ucts

'ene(it - ipr(,e ,ali/ati(n (f acc(unt nu2er 2+ 8a,in. t8e "!& s+ste sa+ cust(ersfirst an/ last nae@ t( re/uce /ate entr+ err(r (n enterin. an acc(unf nu2er ,ia e+pa/

-aut(ate t8e a.reeent acceptance c(/e t8at *ill aut(aticall+ 2e applie/ t( t8ecust(ers acc(unt after t8e+ accept t8r(u.8 "!& -e/ucate t8e cust(er a2(ut t8e ,er2al acceptance pr(cess an/ successfull+ transfer t8et( t8e "!& s+ste 8en +(u /( +(ur part@ it *ill ensure t8at +(ur cust(er *ill 8a,e a .((/eperience in t8e pr(cess

0K (f "!& faile/ 2ecause cut(er 8an.s up

E$OA- Electronic $etter o( Aut6ori<ation Acceptance Process

- utilize/ 2+ c( c8at a.ents@ retail centers an/ ser,ice centers t( c(plete t8e ter an/a.reeent pr(cess 2+ t8e use (f &%s t8at c(rresp(n t( t8e appr(priate lan.ua.e ,ersi(nt8e cust(er ust a.ree t(

A.reeent Status

Presente/ - A.reeent status /efault *8en a.reeent (r/er is a//e/ t( acc(unt

Acn(*le/.e/- (nl+ cust(ers *8( are successfull+ transferre/ t( t8e "!& (r c(nfire/ t8eir acc(untinf(rati(n in E%#A (,e t( t8e acn(*le/.e/ status "f a.enet fails t( transfer cust(er t(

"!&@ a.reeent *ill sta+ in presente/ status

Accepte/ - *8en cust(er sa+s t( t8e a.reeent ters t8r(u.8 "!&@ status *ill c8an.e t(



accepte/

Decline/ - *8en cust sa+s n(

Eplanati(n (f F(ur Bill

T#ne-St(p S8(pU B()8e first place t( .( t( .etip(rtant inf(rati(n lie +(ur acc(unt nu2er@ t(tal a(unt /uean/ pa+ent /ue /ate

C(ntact s)C8at an/ e-ail supp(rt area,aila2le 4:7 !isit t8e elp OSupp(rt secti(n (f C(castc(t( learn (re

(nt8l+ Stateent Suar+)F(ur pa+ents an/ ne*c8ar.es8is secti(n als(inclu/es +(ur current 2alance /uean/ +(ur /ue /ate >eep in in/t8at late pa+ents are su26ect t(late fees

$e* C8ar.es Suar+) A 2rea/(*n (f +(ur ne* c8ar.esf(r t8e current 2illin. peri(/

$e*s Ir( C(cast)C8ec t8is secti(n eac8 (nt8 f(r ip(rtant inf(rati(n a2(ut +(ur acc(unt an/ C(cast ser,ices

Sa,in.s "nf(rati(n)"f +(ure tain. a/,anta.e (f (ur pr((ti(ns (r /isc(unts@ *ells8(* +(u 8(* uc8 +(uresa,in.

Pa+ent C(up(n)Sipl+ tear it (ff an/ ail it in *it8+(ur c8ec (r (ne+ (r/er Better +et@ ana.e +(ur acc(unt (nlinean/ si.n up f(r aut(atic (nt8l+pa+ents *it8 C(castsEc(2illV pr(cess

Ser,ice Details)Details (f all ne* c8ar.es f(r t8ecurrent 2illin. peri(/ 8esec8ar.es are 2r(en (ut acc(r/in.t( +(ur C(cast ser,ices

Partial (nt8 C8ar.es OCre/its)



"f +(u a//@ c8an.e (r re(,e aser,ice /urin. +(ur 2illin. c+cle@an+ partial (nt8 c8ar.es (r cre/its are liste/ 8ere@ al(n. *it8a 2rief /escripti(n (f *8atc8an.e/

aes@ Surc8ar.es O Iees) A 2rea/(*n (f all [email protected] an/ fees t8at appl+ t(+(ur C(cast ser,ices

'''''''''''''''''''''''''''''''''''''''''''

DAF 7

E-%earnin.C8an.e (f Ser,ice

C8an.e (f Ser,ice (r Il(*

1 Ir( t8e !"S"#$ ain screen@ select Sc8e/ulin.-c8an.e (f ser,ice fr( t8e acti,ities list

&e,ie* t8e cust(ers nee/s an/ assess t8e t+pe (f c8an.e t8at *ill 2e perf(re/

-a//in. a ser,ice ala carte-repaca.in. t8e cust(ers ser,ice

3 C(nfi.ure t8e cust(ers ne* ser,ices an/ c(unicate ip(rtant (r/er inf(rati(n t(t8e cust(er

4 Sc8e/ule t8e *(r (r/er 5 &e,ie* t8e (r/er an/ pr(,i/e ip(rtant (r/er c(nfirati(n /etails inclu/in. pr(rateinf(rati(n if t8is c8an.e (ccurs part*a+ t8(ru.8 a 2illin. c+cle@ an/ set epectati(ns f(r t8enet steps *it8 t8e cust(er

ec8ni<ues f(r C8an.in. (f Ser,ice

&epaca.e-8is *ill essentiall+ re(,e all current =le.ac+? paca.in. an/ all(* +(u t(re2uil/ t8e le,el (f ser,ice *it8 t8e ne*er !"S"#$ #ffer paca.es

A//in. Ser,ice A la carte

Eac8 le.ac+ (ffer re<uires)S-ser,icesE-e<uipent"-installati(n c8ar.es-tracin. c(/es

D( n(t c8an.e t8e (utlet

Suar+ Screen-(nt8l+ c8ar.es-pr(rate/ c8ar.es f(r t8is 2illin. c+cle

-#ne tie c8ar.es-Iirst 2ill /etails-C(nfir installati(n /ate



%e.ac+ (ffer- t8e paca.e t8at t8e cust(er 8as 2ef(re'''''''''''''''''''''''''''''''''''''''''''

$( ruc se $( ruc (pti(n *8en t8e up.ra/e:/(*n.ra/e is a//ressa2le an/ t8e cust(er alrea/+8as t8e a//ressa2le e<uipent

$( ruc C8an.e (f Ser,ice- A//ressa2le C8an.e A n( truc c8an.e (f ser,ice is a c8an.e in *8ic8 a truc r(ll t( t8ecust(ers 8(e is n(t re<uire/ 8e c8an.e can 2e c(plete/ (,er t8e p8(ne 2+ an a.ent8en c(pletin. a n( truc c8an.e (f ser,ice a (ne tie fee a+ 2e applie/$( Sc8e/ule se t8is (pti(n *8en a cust(er is picin. up e<uipent =Di.ital B( an/:(r S">? at t8el(cal (ffice F(u ust select t8e appr(priate $( Sc8e/ule reas(n Cust(er is n(t c8ar.e/$( ruc se t8is (pti(n *8en t8e up.ra/e:/(*n.ra/e is a//ressa2le an/ t8e cust(er alrea/+ 8ast8e a//ressa2le e<uipent An a//ressa2le ser,ice can 2e turne/ (n an/ (ff fr( C(trac8is (pti(n is als( use/ t( s8ip t8e cust(er a Self-"nstall >it =S">? F(u ust select t8e

$(ruc reas(n Cust(er is c8ar.e/ ;199 feeSelf "nstallati(n >its #,er,ie*

S"> - Self "nstall >it

Hfinit+ ! S">-a,aila2le f(r Stan/ar/ Definiti(n@ D@ D:D!&-"nclu/es all ca2lin. =c(a:D"? an/ re(tes re<uire/-ca2le (utlet ust 2e *it8in (f t8e tele,isi(n-t8e cust(ers 8(e a//ress cann(t 8a,e (r recentl+ 8a,e 8a/ ser,ice fr( an(t8erpr(,i/er suc8 as satellite

Hfinit+ "nternet S">- A,aila2le f(r all tiers (f ser,ice-ireless .ate*a+ /e,ices are a,aila2le-ca2le (utlet ust 2e *it8in 0 (f t8e c(puter -cust(ers c(puter ust eet t8e iniu s+ste re<uireents

Hfinit+ !(ice S">-*ireless .ate*a+ /e,ices are a,aila2le-p(rte/ an/ nati,e telep8(ne nu2ers are a,aila2le-cust ust 8a,e internet access (r alternate p8(ne f(r acti,ati(n-ca2le (utlet ust 2e *it8in 0 (f t8e EA

-cust(er *ill (nl+ plu. p8(nes int( t8e 2ac (f t8e eA =eistin. p8(ne 6acs re<uireinsi/e 8(e *irin. *8ic8 re<uires a tec8nicians assistance?-cust(er /(es n(t 8a,e an+ s+ste t8at relies (n insi/e 8(e *irin. f(r (perati(ns =suc8as 8(e alars@ 8ealt8 (nit(rin. s+ste@ /irect c(nnect securit+ t8at all(*s .uests t( 2e2uzze/ in@ etc?

&eturn E<uipent >its-Ept+ 2( sen/ t( t8e cust(er t( pac up e<uipent an/ return t( c(cast-cust(er ust /eli,er 2( t( PS l(cati(n =PS *ill pic it up f(r a fee c8ar.e/ t( t8ecust(er?

Access(ries

-&e(te c(ntr(ls-D" ca2les-D!"-D" ca2les-elc(e >it (nl+ ="nternet an/ ,i/e( (nl+?



##BE - #ut (f B( Eperience-C(cast 8as 8a/ ultiple it /esi.ns an/ paca.in. $(* t8e+ 8a,e a sin.le ##BE S">re.ar/less (f aret (r sales c8annel

8ats in t8e 2(

1 Hfinit+ 2ran/e/ *elc(e its an/ paca.in. "ntuiti,e 2( li/ installati(n an/ acti,ati(n instructi(ns3 A place f(r e,er+t8in.@ an/ e,er+t8in. in its place4 All ca2les an/ access(ries clearl+ la2ele/5 Aut(ate/ acti,ati(n s(luti(ns ="!& an/ (nline?

ualificati(ns f(r S">-B(t8 ne* an/ eistin. cust(ers are ele.i2le-8e cust(ers a//ress 8a/ acti,e C(cast ser,ice f(r t8e %#B t8e+ are re<uestin. a S">*it8in t8e last 1 (nt8s =,aries 2+ aret?

-t8e cust(ers 8(e a//ress cann(t 8a,e (r recentl+ 8a,e 8a/ ser,ice fr( an(t8er

pr(,i/er@ suc8 as a satellite "f t8is is t8e case@ tec8 nee/s t( .( t( 8(e t( ensure t8e 8(useis still *ire/ f(r ser,ice

-C8ec all 3 %#Bs (n t8e cust acc(unt usin. t8e l(cati(n ic(n t( c(nfir if AP /isc(nnecte/@if it is /isc(nnecte/@ +(u *ill nee/ t( f(ll(* t8e ae 8(t /r(p (r t8e (utsi/e (nl+ p(lec(nnect pr(cess

ap Status1-$e,er c(nnecte/- acti,e ser,ice /eli,ere/ t( t8e a//ress3 - /isc(nnecte/ c(l/4 - /isc(nnecte/ 8(t - 2illin. /isc(nnect 8as 2een perf(re/-eistin. (utlet

8ttp)::***c(castc(:acti,ate

it8in 30 /a+s (f a S"> (r/er -C#S ust 2e entere/ f(r a ser,ice call-faile/ S">

#,er 30 /a+s since a S">-if a cust is callin. *it8 a ser,ice relate/ issue@ an/ it 8as 2een (re t8an 30 /a+s since t8eS"> *as (r/ere/ a.ents ust 2(( it as a C pr/1034 - S">

913474337 - pa.i2i.10001111 pa. i2i. nu2er ''''''''''''''''''''''''''''''''''''''''''DAF

Si #r/er Entr+ an/ Supp(rt

$e* cust(ers si.nin. up f(r an+ ser,ice -cust a//ress s8(ul/ 8a,e acti,e c(cast ser,ice f(r t8e %#B-cust is c(f(rta2le *it8 perf(rin. self install-if t8e cust 8as 8a/ ser,ice *it8 a c(petit(r@ t8e+ /( n(t <ualif+ f(r a S"> t8e+ nee/ apr(fessi(nal install

Cust si.nin. f(r Hfinit+ "nternet !(ice

http://www.comcast.com/activate

http://www.comcast.com/activate



Current cust *8( are up.ra/in.

P(rte/ an/ $ati,e $u2ers 4-1-1if cust is p(rtin. all current p8(ne nu2ers

-t8e+ /( n(t nee/ t( cancel t8eir p8(ne ser,ice *it8 t8e (t8er carrier

-inf(r t8e cust a2(ut t8eir p(rt /ate-rec(en/ t8at t8e cust(er installs an/ acti,ates t8eir e<uipent as s((n as it isrecei,e/-it is als( rec(en/e/ t8at t8e cust(ers /( n(t recei,e pri(rit+ s8ippin. f(r p(rte/ (r/ers

"f an+ p8(ne nu2ers are n(t 2ein. p(rte/ t( C(cast)

"t is t8e cust(ers resp(nsi2ilit+ t( eit8er cancel t8at p8(ne nu2er *it8 t8e (r/er carrie/ (rc(ntinue pa+ f(r it-"f t8e cust(er 8as e<uipent in t8eir 8(e t8at 2el(n.s t( t8e current ser,ice pr(,i/er@t8e+ ust call t8e pr(,i/er (nce t8e installati(n (f t8eir finit+ ,(ice ser,ice is c(plete t(arran.e f(r t8e e<uipent t( 2e returne/

+pes (f S8ippin.1 Stan/ar/ S8ippin. - S"> *ill arri,e *it8in 5 /a+s@ n(t inclu/in. *eeen/s (r 8(li/a+s

Pri(rit+-*ill arri,e *it8in /a+s@ n(t inclu/in. *eee/n/s (r 8(li/a+s11)45 A l(cal tie

E9-1-1 "!& Pr(cess

-C(nfir t8e cust(er a.rees t( t8e pr(cess an/ let t8e n(* if t8e+ /(nt c(plete t8ispr(,ess *e *ill 2e una2le t( c(plete t8eir (r/er

-"nf(r t8e cust(er t8at +(u *ill /ial t8e t8ir/ par+ ,erifier ="st(nis8? an/ let t8e n(* t8att8e+ *ill 2e place/ (n 8(l/ f(r a inute (r t*( *8ile +(u c(plete t8is pr(cess

-"nf(r t8e cust(er t8at at an+ tie after t8e first <uesti(n is ase/@ t8e+ a+ 8it 0 f(r li,e(perat(r "n a//iti(n@ t8e+ a+ press t8e e+ (n t8eir (8(ne t( 8a,e t8e <uesti(n repeate/

-!erif+ t8e cust /(es n(t 8a,e a//iti(nal <uesti(ns-"nf(r t8e cust(er +(u *ill 2e placin. t8e (n 8(l/ f(r a (ent *8ile +(u /ial "st(nis8an/ t8en c(nference t8e 2ac t( t8e line

- Select t8e c(rrect script 2ase/ (n *8at t8e cust(er nee/s t( c(plete ae sure first t(select t8e S"> pr(pt

&A - &eturn erc8an/ise Aut8(rizati(n

S8ippin. Gui/elines-pac e<uipent t( 2e returne/ tn t8e (ri.inal s8ippin. 2( f(r t8e 2( 6ust recei,e/

- affi t8e PS la2el recei,e/ (n t8e 2(- Iin/ t8e nearest PS l(cati(n 2+ ,isitin. t8e *e2 at8ttp)::***upsc(:/r(p(ff (r 2+ callin. PS at 1-00-3-7459

-/r(p t8e paca.e at a PS l(cati(n at n( c8ar.e-"f t8e cust(er c8((ses t( 8a,e PS picup t8e paca.e@ t8ere is a n(ral PS c8ar.e

#S - #r/er ana.eent S+ste

(* t( an/le PS Clais

http://www.ups.com/dropoff

http://www.ups.com/dropoff



&efuse/ (r n/eli,era2le-a/,ise cust(er t8at t8e paca.e *as refuse/ at t8e /((r (r un/eli,era2le per t8e PS*e2site

-PS *ill return t8e it t( a /esi.nate/ l(cati(n in t8e cust(ers l(cal aret

-t8e cust(ers acc(unt *ill 2e up/ate/ *it8in 30 /a+s

"f t8e cust(er *ants an(t8er S">-please enter a ne* (r/er f(r t8is cust(er - cust(er ust 2e inf(re/ t8at t8e+ a+ recei,e t*( s8ipents if a sec(n/ /uplicate (r/er is place/-t8e+ nee/ t( 2e instructe/ t( return (ne (r t8e+ *ill 2e 2ille/ f(r 2(t8 (r/ers

%(st (r Daa.e/ S">s-c(cast *ill nee/ t( (pen a clai f(r t8e (r/er -a/,ise t8e cust(er t( sa,e t8eir paca.in. as PS a+ re<uire t8is /urin. t8e

in,esti.ati(n

SPP - Ser,ice Pr(tecti(n Plan - Ser,ice Call ;399$( c8ar.e if it c(cast resp(nsi2ilit+=p(les@ (utsi/e ca2le@ c(cast e<uipent? 3 cate.(ries (f a c8ar.e/ ser,ice call1internal *irin. - /aa.e t( *all (utlet - installin. ne* (utlet (r ne* (utlet =installati(n c8ar.e? "nternal *irin. - *ires t8at +(u c(ul/ see

*all fis8in. - 2e8in/ cust *alls

cust(er e/ucati(n3 cust(er e<uipent

8at is SPP-Iirst line (f /efense f(r pr(tectin. cust(ers *irin. in t8e 8(use-pr(tects t8e cust(er f(r 8a,in. t( pa+ ser,ice call c8ar.es-replaceents(f splitters@ *ires@ /efecti,e (utlets

$# "$C%DED "$ SPP- *all fis8in. is n(t inclu/e/ @ an/ electrical (utlet@ satellite @ supp(rt f(r 8(e net*(r @

settin. up ,(ice ail @

Eli.i2ilit+ f(r SPP

&esi/entialBul - H0 /a+ rule - if c su2scri2es ------c8ar.ea2le Ser,ice call -t8e+ nee/ t( eep it f(r 0 /a+s -effects ie/iatel+

''''''''''''''''''''''''''''''''''''''''''''DAF 9 PS

Hfinit+ !(ice



paca.es f(r Hfinit+ !(ice1 !(ice nliite/ !(ice %(cal *it8 (re - ,(iceail 395:(nt8:line - l(n. /istance ;005:in

Carefree inutes - "nternati(nal Callin. 300 inutes

- a//iti(nal if cust ecee/s 300 ins @ /epen/in. (n t8e c(untr+ t8e+ are callin.

$(n Pu2lis8e/ - t8eir p8(ne nu2er *ill n(t 2e re.istere/ in /irect(r+ assistancePu2lis8 %istin. - *ill 2e a,aila2le in +ell(* pa.es (r DA

-$# S"> f(r P8(ne Ser,ice

E %earnin.) !(ice Bac up Batter+ Pr(.ra)8ttp)::learnin.c(castnet:trainin.:!(iceQBatter+QBacupQDe2ran/e/:resize18tl

C8an.in. - Batteries *ill n( l(n.er 2e pr(,i/e/ t( t8e cust(er

- Hfinit+ ,(ice cust(ers 8a,e t8e (pti(n t( purc8ase 2ac up 2atter+

$(t c8an.in. - Eistin. cust(ers retain t8eir 2atter+ - C(cast *ill c(ntinue t( (nit(r an/ n(tif+ ne* an/ eistin. cust(ers *8en 2atter+ is/eplete/ - C(cast 2usiness class ,(ice p(licies are n(t c8an.in. - cust(ers *ill c(ntinue t(recei,e t8eir 2atter+

!(ice Bac up Batter+ Purc8ase Pr(.ra

- 2atter+ (r/er is a/e p(st install

- ;35 f(r t8e 2atter+ an/ ;595 f(r s8ippin. - 2atter+ *ill arri,e *it8in 10 2usiness /a+s -pr(fessi(nal installati(n (pti(n ;30 $(te) Bac up 2atteries are n(t a,aila2le f(r purc8ase fr( C(cast 2+ nliite/ Selectcust(ers

,(ice 2atter+ tea 1 97 11 =9a-11p est?

2enefits (f 8a,in. 2atter+)-cust *ill 8a,e up t( 8rs (f 2acup-1 ( liite/ *arrant+

-lifetie 2atter+ (nit(rin.

Pr(.ra Supp(rt A%% P#$E AGE$S- c(unicatin. t8e ne* 2atter+ p(lic+ an/ inf(rin.t8e cust(ers (f t8e 2atter+ purc8ase (pti(n is ,er+ ip(rtant- Eplainin. t8e 2illin. c8ar.es (n t8e cust(ers 2ill

SA%ES P#$E AGE$ - ,(ice ser,ice /(es n(t inclu/e 2atter+ : inf(rs 8(* t( purc8ase a2atter+

&epair P8(ne A.ent - installin. an/ repairin. t8e 2atter+ : ;30 c8ar.e *8en sen/in. tec8 :

tec8 *ill n(t 8a,e 2atteries (n 8an/ f(r resi/ential cust(ers

&eferences ) Einstein P#% 15

http://learning.comcast.net/training/Voice_Battery_Backup_Debranded/resize1.html

http://learning.comcast.net/training/Voice_Battery_Backup_Debranded/resize1.html



ec8 al J(2 Ai/

'''''''''''''''''''''''''''''''''''''''''

DAF 10 PS

Iirst 2ill Eplanati(n

C+cle Anni,Date Cut (ff Bill &c,/ Pa+ /ate

A 31st-t8 1st 1st 10-1t8B 7t8-13t8 30t8:31st 7t8 17-19t8C 14t8-0t8 7t8 14t8 4-t8D 1st-30t8 14t8 1st 31-3r/

'''''''''''''''''''''''''''''''''''''''''

E learnin.

"ntr(/ucti(n ( Speain.

+pes (f Parap8rasin.

Parap8rasin. C(ntent - (st 2asic in/ (f parap8rasin.@ *8ic8 recaps +(ur un/erstan/in. (f a cust(ers essa.e

Parap8rasin. intent - all(*s +(u t( un/erstan/ t8e purp(se (f a cust(ers essa.e

Parap8rasin. feelin. - 8elps +(u rec(.nize if t8e cust(er is an.r+@ frustrate/@ an/:(r

c(nfuse/@ an/ resp(n/ acc(r/in.l+

'''''''''''''''''''''''''''''''''''''''''

DAF 11

Business Purp(se (f Pr(rates

-a pr(rate (ccurs *8ene,er t8e cust(ers ser,ices c8an.e in t8e i//le (f a 2illin. peri(/

+pical e,ents causin. a pr(rate inclu/es)-a cust(er up.ra/in. (r /(*n.ra/in. ser,ice-a cust(er transferrin. ser,ices t( a ne* a//ress-a cust(er /isc(nnectin. t8eir ser,ice in t8e i//le (f a 2illin. peri(/

( calculate a pr(rate a(unt)- Deterine t8e (nt8l+ rate f(r a ser,ice-Di,i/e t8e (nt8l+ rate 2+ 30 t( calculate t8e /ail+ rate-Deterine t8e nu2er (f /a+s t8e pr(rate applies t(-ultipl+ t8e /ail+ rate 2+ t8e nu2er (f pr(rate/ /a+s

E %earnin.

Hfinit+ (2ile

-/(*nl(a/a2le applicati(n t8at eten/s C(cast ser,ices (nt( cust(ers (2ile /e,ices

-apple /e,ices



-22 /e,ices-an/r(i/ /e,ices

(ffer is t8r(u.8 "St(re

%(.in ) c(castnet user nae

c(cast i/ pass*(r/

an/r(i/ an/ 22 /( n(t (ffer + acc(unt enu

Ieatures)

1 Sart W(ne C(unicati(n Center - c8ec c(cast eail an/ ,(iceail in (ne sp(t-see a list (f ,(ice essa.es@ listen t( t8e in an+ (r/er@ an/ 6ust clic t( call

ni,ersal A//ress B((- s+nc8r(nize t8eir "P8(ne *it8 t8eir SartW(ne a//ress 2((

-a// s(e (f t8eir fa,(rite c(ntacts t( Ia,(rites ,ie*-%in t8e c(ntacts t8e+ 8a,e (n t8eir a//ress 2(( *it8 t8(se (n t8eir /e,ice

3 C(cast Di.ital !(ice- c8ec (ut t8eir CD! call l(.s an/ pla+ ,(iceail-,ie* call 8ist(r+ inclu/in. isse/ calls-Set call f(r*ar/in. (f t8eir CD! p8(ne line-f(r*ar/ t8eir 8(e p8(ne calls t( t8eir (2ile/e,ice-%isten an/ f(r*ar/ a ,(iceail as an eail attac8ent

4 ! %istin.s- Iilter t8e .ui/e .ri/

-see listin.s-acti,ate an/ access +D!& ana.er -c8ec (ut t(/a+s pr(.rain. .ui/e an/ a// t8eir fa,(rite pr(.ras an/ c8annels t( t8eirlist-ana.e all t8eir ! rein/ers in a sin.le place-S8are a pr(.ra t8e+ lie *it8 t8eir frien/s

5 +D!& ana.er -access an/ ana.e all rec(r/in.s-sc8e/ule a rec(r/in. f(r a pr(.ra@ epis(/e (r series-Cancel t8eir sc8e/ule/ rec(r/in.-(/if+ rec(r/in. settin.s *8ile sc8e/ulin. a rec(r/in.

-<uic rec(r/ an/ <uic cancel

!i/e(s (n Dean/- See *8ats a,ail2le (n Dean/ an/ *atc8 trailers (f select ne* releases

General S)Depen/in. (n t8e issue

Apple Supp(rtIAsser Gui/es

$ati(nal eCareS %#scust(er Central #nline IAs



$ae)P8(neN)"ssue)S)

''''''''''''''''''''''''''''''''''''''''''

DAF 1

E learnin. =$et Da+ P(rtin.?

8+ D( $et Da+ P(rtin.-*innin. ne* cust(ers-rec(.nize re,enue faster -sta+in. c(pliant-sa,in. (ne+-runnin. (ur 2usiness sarter

-reainin. c(petiti,e

8at is a siple p(rt

&esi/ential an/ Business class ,(ice cust(ers t8at re<uest t( p(rt a sin.le telep8(nenu2er ass(ciate/ *it8 a sin.le cust(er acc(unt are eli.i2le f(r a net /a+ p(rt

Cust(er acc(unts *it8 a sin.le telep8(ne nu2er <ualif+ as net /a+ p(rt eli.i2le

Cust(ers *8( *ant t( self install@ 2ut (nl+ if t8e+-pic up t8eir e<uipent at a c(cast cust(er ser,ice center l(cati(n

-eet all (f t8e net /a+ siple p(rt (r/er <ualificati(n criteria an/ p(rt t8eir telep8(nenu2er *it8in t8e sae .e(.rap8ic rate center

$DP "nstallati(n #pti(ns

8e self install (pti(n is n(t a,aila2le if t8e f(ll(*in. is true)

-ne* (r current cust(ers re<uirin. in -8(e *irin. ser,ice

-t8e cust(er is a ne* CD! cust(er an/ t8e 8(e 8as ne,er 2een *ire/ f(r ca2le ser,ice-t8e cust(er is a 2usiness class ,(ice cust(er

A,aila2ilit+ (f S">s

-Eistin. su2s -c(cast /i.ital ,(ice S"> =CD! S">? $ati,e -CD! S"> p(rte/ -$e* Su2s -CD! S"> CD! S"> $ati,e - a,aila2le n(* -CD! S"> P(rte/ - a,aila2ilit+ is BD C8ec *it8 +(ur l(cal ser,ice aret ana.eent t( ,erif+ t8at +(ur call center supp(rtsCD! S">s

%S& - %(cal Ser,ice &e<uests

;350 n(t liste/ in Fell(* pa.es:/irect(r+



l(cer 50-D

09155943 peria

$(n Pa+ !isi(n E learnin.

Cate.(r+-30 /a+ past /ue-0 /a+-90 /a+-10 /a+ past /ue

S(ft /isc(nnect-s(e (r all ser,ices are /isa2le/-cust(er can ae a pa+ent an/ 8a,e ser,ice rest(re/ relati,el+ <uicl+

ar/ /isc(nnect-tec8nician ,isits t8e resi/ence an/ cuts t8e *ires

-#ccurs furt8er al(n. in c(llecti(n pr(cess

''''''''''''''''''''''''''''''''''''''''

DAF 13

$(rt(n Securit+ SuiteC(nstant Guar/

ser,ice *as /isc(nnecte/rec(nnect ser,ices

full a(unt

E learnin.

rite (ffs- cust *as n(t a2le t( pa+ t8e a(unt /ue

-C(cast c8ar.es unreturne/ e<uipent fees *8en e<uipent lease/ at t8e tie (f t8e/isc(nnecte/ 8as n(t 2een c(llecte/

#ften@ unreturne/ e<uipent fee can 2e *ai,e/ if t8e lease/ e<uipent is reacti,ate/ (rreturne/

BD- Ba/ /e2t

PP! 8(l/- less t8an 30 - 45 /a+s

n( (fferin. assistance/i/nt plant t8e see/s

E %EA&$"$G

%e/.er !isi(n

%e/.er - all(*s +(u t( ,ie* t8e current financial state (f a cust(ers acc(unt

Iinancial e,ents (ccurin. after t8e last stateent@suc8 as pp, c8ar.es@ late fees an/pa+ents@ *ill appear in %e/.er



%e/.er 2ri/.es t8e .ap 2et*een t8e last stateent 2alance an/ t8e actual current acc(unt2alance

''''''''''''''''''''''''''''''''''''''''''''

DAF 14

Gran/sla

ealt8 C8ec r(u2le Assist !i/e( E-learnin.

Escalati(n &es(luti(n ((l

-(ne st(p s8(p f(r all cust(er escalati(n issues "t eliinates t8e nee/ t( access /ifferents+stes@ f(rs@ an/ eails 2ase/ (n t8e t+pe (f issue

#ri.inat(rs an/ fie/ a.ents

nres(l,e/ ticets

ana.er /irect(r ,ice presi/ent

E&#neC(cast - Einstein %(.in

ain pa.e - *it8(ut ca2leX

''''''''''''''''''''''''''''''''''''''''''

DAF 15

E learnin. H1 Platf(r-entertainent (peratin. s+ste -Get inte.rate/ searc8 results accr(ss li,e !@ Hfinit+ in /ean/@ an/ +(ur D!&@pers(nalize/ rec(en/ati(ns an/ apps lie Sp(rts@ eart8er@ raffic@ Pan/(ra@ an/Iace2((@ ri.8t fr( +(ur !

- rec(r/ up t( 4 s8(*s at (nce *8ile *atc8in. an(t8er

#,er,ie* ain enu -Gui/e -D!& -Hfinit+ (n /ean/ -Apps Searc8 -Settin.s ini Gui/e- s8(*s +(u *8ats (n eac8 c8annel ri.8t n(*@ *8ile eepin. a lar.er ,ie* (f *8at

+(ure currentl+ *atc8in. F(u can select a pr(.ra t( *atc8 (r@ if +(u 8i.8li.8t a c8annelan/ press t8e &i.8t arr(* 2utt(n@ +(u can ,ie* a list (f upc(in. pr(.ras f(r 6ust t8atc8annel s(rte/ 2+ tie



#t8er enu

ist(r+ 2ar - /ispla+ t8e last nine c8annels (r pr(.ras +(u 8a,e ,ie*e/

ransp(rt 2ar -appears at t8e 2(tt( (f full screen ,i/e( *8en +(u press t8e /(*n arr(* (r an+ re(te

e+ t8at c(ntr(ls pla+2ac

8e transp(rt 2ar /ispla+s-start tie-en/ tie-8(* uc8 +(u 8a,e *atc8e/-status (f +(ur pr(.ra) pla+@ fast f(r*ar/@ re*in/@ pause

#P 3 Benefits-An interacti,e ! eperience-Easier searc8 an/ pers(nalize/ rec(en/ati(ns-&ec(r/ up t( 4 s8(*s *8ile *atc8in. an(t8er

%ast 9 - feature t8at lets +(u see t8e last 9 s8(*s t8at +(u 8a,e *atc8e/

Searc8 Ieature-fin/ t8e pe(ple an/ pr(.ras +(u *ant t( *atc8-Searc8 pr(.ra titles@ pers(nalities@ sp(rts teas an/ net*(rs

1 Enter a searc8 ter usin. eit8er t8e re(te e+pa/ (r (n t8e screen e+2(ar/&e(te e+s - searc8 *ill ap t8e nu2er e+s (n +(ur re(te t( t8eir c(rresp(n/in.letters Wer( represents a space@ f(r eaple@ if +(u press 3@ +(u a+ see results f(r A/a san/ler@ etc@ 2ec@ (r an+ pr(.ra *it8 2eatiful

#n screen e+2(ar/ - press t8e c 2utt(n (n +(ur re(te t( /ispla+ t8e (n screen e+2(ar/@use t8e arr(* e+s press #> t( select letters@ (r s*itc8 2et*een t8e tet an/ nuericc8aracters

Enter c8aracters until +(u see +(ur atc83 ( furt8er narr(* searc8 results@ select a cate.(r+ (n t8e left (f +(ur screen Searc8results are liite/ t( t8at cate.(r+4 Press t8e A 2utt(n (n +(ur re(te f(r a//iti(nal searc8 (pti(ns@ suc8 as liitin. +(urresults t( D (nl+ a//iti(nall+@ +(u can specif+ a safe seatc8@ *8ic8 re(,es a/ult pr(.rasfr( searc8 results5 i.8li.8t a atc8 an/ press t( *atc8@ sa,e@ (r see (re (pti(ns

H1 &e(te App

-C(ntr(l +(ur ! usin. +(ur Sart P8(ne-$a,i.ate t8e H1 platf(r *it8 a siple tap@ s*ipe@ (r s8ae-se ,(ice c(an/s t( c8an.e c8annels@ searc8 f(r a s8(*@ an/ .et pers(nalize/rec(en/ati(ns-Desi.ne/ an/ (ptiize/ f(r iP8(ne@ an/ iP(/ t(uc8

8e Apps feature inclu/es)

- sp(rts-*eat8er

-traffic-pan/(ra-face2((



SE"$GS

- a/6ust +(ur au/i( an/ ,i/e( preferences ena2le parental c(ntr(ls@ turn rec(en/ati(ns(n (r (ff@ an/ (re- See +(ur acti,e Hfinit+ #n Dean/@ s8(*s an/ (,ies (r c8ec +(ur D!& space

a,aila2ilit+-a/6ust +(ur settin.s suc8 as picture pr(p(rti(ns an/ pri(rit+ (f series

''''''''''''''''''''''''''''''''''''''''''''

DAF 1

CP$" - Cust(er Pr(prietar+ $et*(r "nf(rati(nICC - Ie/eral C(unicati(ns C(issi(n

"suse (f CP$" - /iscl(sin. cust(ers inf(rati(n *it8(ut aut8enticatin. t8e cust(er

Cust naeCust a//ress CP$"elep8(ne nu2er

&AB" - &ea/il+ A,aila2le Bi(.rap8ical "nf(rati(nMSSSM (t8ers ai/en naeMacc(unt nu2er Mtel NM8i.8 sc8((l naeM/ri,ers license nu2er

Pre tetin. - f(r (f s(cial en.ineerin.-usin. false pretenses t( .ain inf(rati(n-in,(l,es pri(r researc8 t( esta2lis8 le.itiac+-(ften use t( tric 2usiness int( /iscl(sin. inf(rati(n

Pr(tecti(n (f CP$"-P"$-securit+ an/ secret <uesti(ns-c(ntact t( eail an/ ,(iceails if an+t8in. 8as 2een c8an.e/ (n t8e acc(unt

Securit+ <uesti(n - n(n &AB" rein/er <uesti(n -securit+ pin rein/er <uesti(n

Secret <uesti(n - if t8e cust f(r.(t s(et8in. in 8is:8er acc(unt

D!C - /i.ital ,(ice center CD& - call /etail rec(r/s

-inuu (f 4 c8aracters-n(t case sensiti,e-all cust ust 8a,e secret an/ securit+ <uesti(ns-an+t8in. t8at cust *ants

***c(castc(:cust(erpri,ac+

&es(urce) Einstein D(cuents''''''''''''''''''''''''''''''''''''''''''''

http://www.comcast.com/customerprivacy

http://www.comcast.com/customerprivacy



500 sales rep

095737333001 - C#CAS !P &$G 001

alec 2recer "nterittent SD -

; 3 -***c(castnet

''''''''''''''''''''''''''''''''''''''''''''

DAF 17

Hfinit+ Si.nature Supp(rt$e* an/ &efres8e/ Pers(nal ec8 Plans

Eistin. Pers(nal ec8 $e* Pers(nal ec8 Plans Plans

(/a+ Si.nature Supp(rtP8ase 3 %aunc8 C(puter aintenance C(puter Perf(rance ;495 ((l ;495 ireless $et*(rin. ;595aintenance an/ $et*(rin. ireless $et*(rin. an/ C(puter Perf(rance;995 995

C(plete (e elp Des;1995

C(puter Perf(rance ((l

- Clean an/ (ptiize c(puter f(r ipr(,e/ spee/-Perf(r s(ft*are ena2le/ tune ups an/ securit+ c8ecsup t( 4 c(puters-En8ances securit+ an/ *it8 Iile S8re//er an/ Pri,ac+ Pr(tect(r -Ii c((n c(puter pr(2les aut(aticall+ *it8 #ne Clic C8ec up an/ PC Iier

elp Des

- 4:7 tec8 supp(rt@ s(ft*are installati(n @ ,irus re(,al @ enr(llent fee (f ;39

ireless $et*(rin. an/ C(puter Perf(rance - (e net*(r supp(rt @ inclu/es c(puter perf(rance t((l @ enr(l fee ;39

elp Des Plus -c(pre8ensi,e tec8 supp(rt@ 8(e net*(r @ an/ c(nnecte/ *ifi /e,ice @- inclu/es c(puter perf(rance t((l -inclu/es ,irus re(,al -pre,i(usl+ n(*n as c(plete 8(e -enr(llent fee (f ;79

Enr(llent Iee *ai,er- *ireless net*(rin. an/ *ireless net*(rin. an/ c(puter perf(rance criteria)

http://www.comcast.net/

http://www.comcast.net/



-leasin. a .ate*a+ /e,ice -purc8ase/ (nsite pr(fessi(nal *ireless net*(rin. setu( *it8in last 30 /a+s -cust(er currentl+ su2scri2es an/ is (,in. t( a ne* a//ress

! Pr(tecti(n Plus

- Defects *ear an/ tear an/ p(*er sur.es fat panel !s c(,ere/ - "nclu/es SPP -if *e cant fi it@*ell replace it

C(plete Pr(tecti(n -pre,i(usl+ n(*n as triple pla+ pr(tecti(n -c(puters@ lapt(ps@ ta2lets@ net2((s@ e-rea/ers@ .ae s+ste an/ flat panel !s-a//e/ pr(tecti(n a.ainst /r(ps@ spills an/ (t8er acci/ents f(r (st /e,ice-SPP

Pers(nal ec8 Dec(issi(n-c(puter aintenance

-0K ser,ice /isc(unt f(r pers(nal tec8 su2scri2ers (n t8e Si.nature Supp(rt #ne ieI"es an/ Ser,ice

-e learnin.8ttp)::learnin.c(castnet:trainin.:HSSQP8ase3:HSSQP8ase3Qe2riefQ,en/(r:resize18tl

(* t( Set up &e(te c(ntr(l)

8ttp)::aestr(*e2-*c/c-pr/ca2lec(castc(:res(urces:sites:C#CAS:c(ntent:li,e:DE!"CEQGA%%E&F:0:DG5:enQS:Platinu&e(teQ$e*p/f

''''''''''''''''''''''''''''''''''''''''''''

DAF 1

8ttp)::cust(erc(castc(:8elp-an/-supp(rt:p8(ne:re<uireents-f(r-uni,ersal-caller-i/

E %earnin. - An+&(( D!& 8at is an+r(( D!& - ena2les cust(ers t( en6(t D!& rec(r/e/ c(ntent sealessl+ (n upt( t8ree a//iti(nal set t(p 2(es 8e D!& is a (t(r(la DCH3400 an/ t8e n(n D!& 2(esare DCH300 SBs

-,ie* sa,e/ rec(r/in.s@ rec(r/in.s in pr(.ress an/ D!& f(l/ers fr( t8e terinals-S(rt sa,e rec(r/in.s@ ff@ r* @pause@ an/ sip 2ac an+ (f +(ur sa,e/ D!& rec(r/in.s (n t8en(n D!& 2(es

e/ia erinal-cust *ill see t8e sae D!& (pti(ns (n t8e e/ia terinal ecept t8e terinals *ill n(t 8a,et8e /elete an/ /elete pri(rit+ ic(ns

&esue - t8e first tie resue is selecte/ (n a e/ia terinal@ it uses t8e resue p(int fr(t8e 8u2

ransp(rt 2ar

- t8e (nscreen transp(rt 2ar /ispla+s (n t8e e/ia terinals as it /(es (n t8e D!&

Parental C(ntr(ls - ust 2e set (n eac8 2( %(cs applie/ t( t8e D!& *ill n(t carr+ (,er t( t8e n(n /,r

http://learning.comcast.net/training/XSS_Phase3/XSS_Phase3_ebrief_vendor/resize1.html

http://maestroweb-wcdc-prd.cable.comcast.com/resources/sites/COMCAST/content/live/DEVICE_GALLERY/0/DG285/en_US/PlatinumRemote_New.pdf



http://customer.comcast.com/help-and-support/phone/requirements-for-universal-caller-id

http://learning.comcast.net/training/XSS_Phase3/XSS_Phase3_ebrief_vendor/resize1.html




http://customer.comcast.com/help-and-support/phone/requirements-for-universal-caller-id



2(es 8is is t8e sae pr(cess an/ 2e8a,i(r as An+&(( #n Dean/ Err(r essa.es

8e Pr(.ra na,aila2le (,erla+ *ill /ispla+ (n t8e n(n D!& 2( *8en t8e user atteptst( pla+ 2ac a rec(r/in. t8at 8as recentl+ /elete/ fr( t8e D!& 2(

8e Ser,ice na,aila2le (,erla+ *ill /ispla+ (n t8e n(n D!& 2( *8en t8e user perf(rsan acti(n an/ t8e 2( an/ t8e D!& cann(t c(unicate

!alue (f An+&(( D!& -+(u (nl+ nee/ t( set up rec(r/in.s fr( (ne !@ 2ut t8en +(u can *atc8 t8e@ up t( t8reea//iti(nal !s in +(ur 8(e -F(u can 2e.in *atc8in. a rec(r/e/ pr(.ra (n t8e ain D!& in +(ur 8(e@ st(p it@ an/t8en c(ntinue ,ie*in. it *8ere +(u left (n e/ia terinal in an(t8er r((

- as 500 GB 8ar/ /ri,e t8at can 8(l/ up t( 40 8(urs (f stan/ar/ pr(.rain.@ (r 5

8(urs (f 8i.8 /efiniti(n pr(.rain.

- An+r(( D!& can 2e use as an alternati,e t( ulitple D!&s in t8e 8(e

(* t( P(siti(n D!& ( ne* su2scri2er - tal a2(ut 8(* uc8 a//iti(nal ,alue t8e+ can .et (ut (f t8eir ser,ice 2+rec(r/in. pr(.ras t( *atc8 t8e *8en t8e+ *ant@ in an+ r(( (f t8eir 8(e

Current cust(ers - eplain t8e /ifference 2et*een re.ular an/ an+ r(( D!&

( cust(ers *8( t(/a+ 8a,e ultiple D!&s in t8eir 8(e

- "f t8e+ replace t8e *it8 an+r(( D!&@ t8e+ *ill .ain t8e a/,anta.e (f settin. uprec(r/in.s fr( (ne !@ an/ 2ein. a2le t( access t8e fr( (t8ers in t8e 8(e

C(casts an+r(( D!& all(*s +(u t( st(p a rec(r/e/ pr(.ra (n t8e ain D!& an/ t8enresue *atc8in. it in an(t8er r(( fr( *8ere +(u left (ff S(e (f (ur c(petit(rs /( n(t(ffer t8is feature *it8 t8eir ulti r(( D!& s+stes Please c8ec C(petiti,e E/.e f(r +(ur c(petit(rs (fferin.s

Pr(s an/ C(ns

An+ r(( D!&Pr(- *atc8 rec(r/e/ pr(.ras fr( t8e ultiple l(cati(ns in t8e 8(e

C(n-rec(r/ (nl+ pr(.ras siultane(usl+

ultiple D!&

Pr(s -rec(r/ up t( 4 pr(.ras siultane(usl+ (n /e,ices

C(n) *atc8 pr(.ras (nl+ fr( t8e l(cati(n *8ere t8e+ rec(r/e/

''''''''''''''''''''''''''''''''''''''''''''DAF 19

E %earnin. - Cust(er (,e(,es acc(unt f(r r(u.8l+ 40K (f cust(ers /isc(nnects eac8 (nt8

3 Cate.(ries



- (,es *it8in l(cal aret =transfer (f ser,ice?- (,es n(t *it8in l(cal aret@ 2ut are *it8in c(casts nati(nall+ ser,icea2le area- (,es n(t *it8in l(cal aret (r c(casts nati(nall+ ser,icea2le area

if t8e cust(er is (,in.@ as f(r t8e ne* zip c(/e *8at is t8e ne* a//ress@ if t8e zip c(/e is *it8in +(ur l(cal aret@ c(llect t8e ne* a//ress

an/ 2e.in t8e transfer (f ser,ice pr(cess

-"t is etreel+ ip(rtant t8at +(u /( n(t set up a /isc(nnect an/ t8en ne* c(nnect *8ene,e+(u can transfer t8e ser,ice ,ia t8e transfer (f ser,ice pr(.ress

-n(t f(ll(*in. a+ result in inaccurate rep(rtin. an/ unecessar+ pr(rates f(r t8e cust(er

&eturn 2+ ail ,ia &A >"

Deli,er Ser,ice Center -less c(n,enient

-2i. cities t+picall+ 8a,e 2i. traffic - a,(i/ t8e frustrati(n-6ust lie (ur call centers ser,ice centers 8a,e 2us+ ties t((- a,(i/ a *ait

S(e a//resses a+ 8a,e t8e (t Dr(p pr(cess in place - eanin. t8e tap is still acti,ene.atin. t8e nee/ f(r a tec8nician t( ,isit an/ t8at t8e cust(er a+ 2e a2le t( taea/,anta.e (f (ur self installati(n its

Pr(fessi(nal tec8nician can install t8e ser,ice 2ut it *ill tae tie 2etter t( (ffer S"> s( t8att8e+ can 8a,e ser,ice t8e /a+ t8e+ arri,e

(,in. *it8in l(cal are c8eclist1 G( t( (,e@ transfer an/ enter zip c(/e t( ,erif+ (,e area

"f in l(cal area@ /iscuss e<uipent return (pti(ns f(r e<uipent t8e+ cann(t tae *it8t8e@ enc(ura.in. &A

3 /iscuss ser,ices at ne* a//ress@ enc(ura.in. upsell) c8ec t8e 2( t( ensure cut(er eail an/ user i/ are n(t reassi.ne/

4 "f 2rin.in. e<uipent *it8 t8e@ (r/er installati(n (nl+ instructi(ns t8r(u.8 t8e c(castser,ice self install (r/er s+ste

5 "f (,in. internet@ ae sure t( c8ec t8e 2( *8en pr(pte/ in 2iller

Deterine if ne* 8(use 8as an acti,e tap:/r(p

7Enc(ura.e S"> at ne* l(cati(n

#!"$G #S"DE %#CA% A&EA B ""$ SE&!"CES A&EA CEC>%"S

1 G( t( (,e:ransfer t((l an/ enter zip c(/e t( ,erif+ (,e area

"f n(t in l(cal area@ 2ut still ser,icea2le@ transfer t( t8e nati(nal (,e center

3 $ati(nal (,e center *ill /iscuss

- e<uipent return (pti(ns enc(ura.in. &A -ser,ices at ne* a//ress@ enc(ura.in. up-sell -ne* 8(use acti,e tap:/r(p -p(ssi2ilit+ (f S"> at ne* l(cati(n



ie *arner an/ C8arter

(,e (utsi/e c(cast area- CAEs s8(ul/ transfer t8e cust(er t( t8e Ca2le (,ers (tlineafter settin. up t8e /isc(nnect *(r (r/er@ usin. t8e /isc(nnect reas(n c(/e (,in. t( n(nser,icea2le c(cast area (r s(et8in. siilar

#utsi/e l(cal area an/ (utsi/e ser,ice area c8eclist

1 G( t( (,e:transfer t((l an/ enter zip c(/e if n(t in l(cal area@ an/ c(cast ser,ice is n(t a,aila2le )

set up a /ate f(r ser,ice /isc(nnect/iscuss e<uipent return (pti(nsc(llect final pa+ent an/ f(r*ar/in. a//ressc(nnect cust(ers *it8 ca2le (,ers 8(tline

8ttp)::scenari(suitca2lec(castc(:+2acup:cc(untr+:,i/e(!alle+:c(ntactIl(*09:(,esQIinal:ia.es:s8ell8tlLn(n%SQlaunc8

p(l1107 Einstein articles ca2le (,ersp(l103''''''''''''''''''''''''''''''''''''''''''''

DAF 0

E %earnin. - Cancellin. (r #r/ers

(r (r/ers a+ nee/ t( 2e resc8e/ule/ /ue t( cust(er sc8e/ulin. c(nflicts

8e resc8e/ule feature can als( 2e use/ t( attac8 a//iti(nal ser,ice@ lie B#@ (nt( asc8e/ule/ *(r (r/er

C8an.e a Pen/in. C8an.e (f Ser,ice (r #r/erD(cuent "D #4301 Pu2lis8e/ Au.ust 7@ 013

# 4174 - &esc8e/ule a r(u2le Call

''''''''''''''''''''''''''''''''''''''''''''

DAF 1CCA - Cust(er C(n,enience App(intent in/(*Preiu C8annels 8(*409

E learnin. 1 an/ 8(ur c(n,enience 8(ur - 8e tec8nician *ill arri,e *it8in 8r tie -it /epen/s (n t8e ser,ice call an/ *8at t8e tec8nician nee/s t( /(

1 8(ur app(intent *in/(*s- iniu is 14K 8(ur app(intent *in/(*s - K

BE$EI"S1 C(pleti(n &ate - Ie*er n(t 8(es@ /ecrease/ .( 2acs

http://scenariosummit.cable.comcast.com/mybackup/ccountry/videoValley/contactFlow09/Moves_Final/images/shell.html?nonLMS_launch






Cust(er Satisfacti(n - increase in cust(er satisfacti(n

3 &etenti(n- increase in cust(er retenti(n4 Stan/ar/ize/ - C((n CAE app(intent *in/(* talin. p(ints@-C((n tec8nician cust(er c(n,enience talin. p(ints-C((n /ispatc8 pr(cesses

-(/ifie/ <u(ta f(r 1- 8(ur app(intents5 App(intent in/(*

8at c8an.es are t8ere t( t8e Cust(er Guarantee-;0 cre/it: free preiu c8annel f(r 3 (nt8s

Settin. t8e cust(ers epectati(n- Arri,al tie ,ersus t8e 6(2 /urati(n-1 an/ 8(ur app(intent a,aila2ilit+- cust(er .uarantee- /a+ (f pre call

0954930390954930390

4155511

1 "/entif+ t8e pr(2le - Epl(re inf(rati(n an/ create i/eas -3 Select t8e 2est i/ea -4 est t8e i/ea:res(luti(n -5 E,aluate t8e results: E/ucate f(r self 8elp (pti(ns - ,erif+ if t8e issue *as res(l,e/ (r n(t

''''''''''''''''''''''''''''''''''''''''''''

DAF S"G$A% 101

/B! - /eci2el relate/ t( a illi,(lt - a si.nal easureentC(rrecta2le err(r (f SBnr(c(rrecta2le err(rs - SB replaceent (r C

-10 ---- '10 M .((/-15 (r less - 2a/ si.nal *ea

149 a2(,e - 2 a/ si.nal str(n.

Si.nal t( $(ise &ati( =Sn&?

095737333001 - c(cast !P trainin.2el(* 9 /B - cust *(nt 8a,e an+ ,i/e( at all33-3/B /istance fr( e/iu t( t8e n(ise *(ul/ n(t create an+ n(ise (n t8e si.nal@ an+t8in.2el(* *(ul/ interfere *it8 t8e si.nal 8ttp)::scenari(suitca2lec(castc(:+2acup:cc(untr+:2lue&a+Beac8:c(ntactIl(*11:Sen/in.its:ia.es:s8ell8tlLn(n%SQlaunc8

E %earnin. - Sen/in. its

http://scenariosummit.cable.comcast.com/mybackup/ccountry/blueRayBeach/contactFlow11/SendingHits/images/shell.html?nonLMS_launch






8at is a 8itL - A t+pe (f si.nal t8at is sent fr( ,ari(us s+stes t( t8e set t(p 2(es l(cate/ in cust(ers8(use

8at are its use/ f(rL- aut8(rizin. ser,ices (n cust(ers acc(unts an/ fiin. pr(2les

C(an/s- Clear iPP! Pin- &eset ,i/e( /e,ice- DB &efres8- Ca2leCar/ Pairin.

Sen/ 8its ultiple 8its *ill cl(. t8e s+ste +pe (f " PA& Definiti(n Parental Access

Billin. S+ste ACS& 8at it /(es Clear (r resets PP! Purc8ase an/ Parental C(ntr(l P"$S8at it /(es $# D# An+t8in. else8en t( SE Cust(er f(r.ets P"$E<uipent t+pe An+B( turns (ff $(Settin.s &eset PP! Pin an/ Parental C(ntr(lP"$Gui/e /ata l(st $(D!& C(ntent %(st $(

Ca2le Car/ - in (r/er t( acti,ate ser,ice f(r t8is /e,ice =*8en t( use?

Stan/art itSen/ t8e current ser,ices@ n(n ipulse PP! Aut8(rizati(ns@ an/ features t( 2(t8 anal(. an//i.ital e<uipent

Set t(p is n(t reset t( c8annel 8en t( use ) use *8en c8annel sa+s n(t aut8(rize/ 2ut s8(ul/ 2e in t8e paca.e

&efres8 SB it- &e(,es an/ re*rites current su2scri2e/ ser,ices t( a specfie/ c(n,erter (n t8e acc(unt

8at it /(es n(t /() D(es n(t Ii (ne (ent please - C8annel *ll 2e a,aila2le s8(rtl+err(r

8en t( use) p/atin. c8annels (n a n( truc c8an.e (f ser,ice@ Iaile/ S">-an+ e<uipent t+pe

&einitialize SB it8e 2( is re(,e/ fr( t8e acc(unt an/ re-a//e/-D(es $# reset t8e .ui/e@ P"$S (r fa,(rites8en t( use) 8en a /elin<uent cust(er 8as 6ust pai/ 2+ cre/it:/e2it car/ an/ is (r/erin.PP!

Gui/e /ate l(st is 10 secs



&eset !i/e( De,ice

se/ t( res(l,e/ !#D issues f(r cust(ers n(t .ettin. t8e le,el (f ser,ice as (r/ere/8en t( use) Cust(er su2scri2es t( a preiu c8annel lie B# 2ut cann(t (r/er B##n Dean/ pr(.ras

&efres8 DB Date nifie/ Data2ase &efres8 -se t8is feature *8en +(u nee/ t( &efres8 DB Data f(r a cust(er - se *8en +(u see t8at t8e 2illin. rate c(/e an/ t8e DB rate c(/e are (ut (f s+nc n t8eDB Entitleent C(paris(n t((l

C((n "s:r(u2les8((tin.

1 refres8 =a//ressi2le c8an.es:n( truc:up.ra/e?

initialize =/( $# /( e,er /eletes e,er+t8in. in t8e cs 2( rest(re t8e SB t( fact(r+settin.: a6(r reset?

3 reinitialize =restart: p(*erc+cle - turnin. (ff:(n it taes 15ins t( restart after turnin. it (ff@it s8(ul/ 2e .((/ 2+ t8en?

4 ca2le car/ pairin. =(nl+ use/ *: cs t8at 8as ca2le car/s n( 2(?

8ttp)::scenari(suitca2lec(castc(:+2acup:cc(untr+:2lue&a+Beac8:c(ntactIl(*11:Sen/in.its:assets:re

- as <uesti(ns t( ,erif+ +(ur acc(unt- set a.en/a L'''''''''''''''''''''''''''''''''''''''''

DAF 3

E %earnin. B( Data

( ,ie* an+ e<uipent t8e cust(er 8as (n t8e C8an.e B( Data Screen- Set t(p B(es-(/es- Di.ital P8(ne E<uipent

!erif+ Ser,ice atc8- ,ie*in. t8e rate c(/es pr(.rae/ (n t8e acc(unt-ensurin. t8(se c(/es atc8 t8e e<uipent installe/ (n t8e (utlets

p/atin. e<uipent 2+ clicin. t8e Sen/ it 2utt(n

"f a sen/in. 8it /(es n(t ipr(,e t8e a cust(ers ser,ice issues@ it a+ 2e necessar+ t(reinitialize t8e ser,ice &einitializin. re(,es t8e 2( fr( t8e acc(unt an/ reinstalls it

8en reinitialize/@ t8e e<uipent .(es t8r(u.8 t8e initializati(n pr(cess (nce a.ain&einitializin. s8(ul/ c(rrect an+ reainin. cust(er pr(2les

09573733501

'''''''''''''''''''''''''''''''''''''''''

http://scenariosummit.cable.comcast.com/mybackup/ccountry/blueRayBeach/contactFlow11/SendingHits/assets/re






DAF 4 Cl(se/ Capti(nin.

444370

095737335301

$ae) Jane Acc(unt) 09573733901"ssue) Blac Screen

8(* 474'''''''''''''''''''''''''''''''''''''''''

DAF 5

E %earnin. S&#

Special &e<uest #r/er@ is a functi(n *8ere tec8nicians are sent t( a cust(ers 8(e 8is issiilar t( a tr(u2le call@ecept an S&# t+picall+ in,(l,es aintenance tass (t8er t8an fiin.a ser,ice ipactin. issue

Al*a+s t8e first (utlet --

'''''''''''''''''''''''''''''''''''''''''

DAF

Hfinit+ D!& ana.er - +(u can sc8e/ule/ an/ ana.e D!& rec(r/in.s fr( +(ur c(puter an/ (2ile /e,ice@s( +(ure al*a+s in c(ntr(l (f +(ur D!& an+*8ere +(u .(

re<uireents)- Hfinit+ ! su2scripti(n-D!& ser,ice- c(castnet eail (r c(cast i/- c(cast D!& set t(p 2(

A ua/rature Aplitu/e (/ulati(n =A? uner is a /e,ice present in s(e /i.italtele,isi(ns *8ic8 ena2les recepti(n (f /i.ital ca2le c8annels *it8(ut t8e use (f a set t(p 2(

DAF 7

1 *8at are t8e t+pes (f Ca2leCar/s L

-sin.le strea-ulti strea ca2le car/s

*8at ser,ices can a c recei,e usin. Ca2leCar/s L- (ne *a+ /i.ital c8annels/i.ital c8annels an/ liite/ ser,ices (n H#D an/ #n ScreenGui/e



3 *8at is t8e c8ar.e f(r 1 Ca2leCar/ Ln( c8ar.e

4 *8at is t8e c8ar.e f(r t8e n/ Ca2leCar/ L;150

5 8(* /(es t8e c (r tec8 fin/ t8e 8(st "D@ Ca2leCar/ serial nu2er an/ /ata "D pairin.L

-C can c8ec t8e anual:user .ui/e (r ,isit t8e anufacturers *e2site t( access t8(seinf(rati(n re.ar/in. t8e ca2le car/

*8at installati(n (pti(ns are a,aila2le t( Ca2leCar/ csL

#nline Acti,ati(n"!& Acti,ati(nC(cast A.ent Acti,ati(nPr(fessi(nal "nstall

S">

7 *8at is t8e /ifference 2et*een a tru*a+ ! an/ a /i.ital ca2le !L-tru*a+ tec8n(l(.+ all(*s /i.ital !s t( c(nnect t( ca2le *it8(ut a set t(p 2(@ pr(,i/in.cust(ers *8( use ulti-strea Ca2leCA&Ds a true interacti,e tele,isi(n eperience

8e Di.ital Ca2le ! uses a ca2le set t(p 2( in (r/er t( pr(,i/e cust(ers access t( all/i.ital ca2le ser,ices

can t8e c (,e a Ca2leCar/ t( an(t8er ! in t8e 8(useL

-(,in. a Ca2leCA&D 2et*een ultiple sets *ill result in a l(ss (f ser,ices *8ic8 *illre<uire C(cast t( re-acti,ate +(ur Ca2leCA&D t8eref(re@ (,in. Ca2leCA&Ds is n(tappr(priate "f +(u 8a,e (re t8an (ne Di.ital Ca2le-&ea/+ ! set@ +(u a+ (2tain aCa2leCA&D fr( C(cast f(r eac8 set =A//iti(nal (utlet c8ar.es a+ appl+?

9 *8at nu2er s8(ul/ t8e c call t( acti,ate a self-installati(n Ca2leCar/L1-77-405-9

10 *8at are t8e (n-screen essa.es t8at a Ca2leCar/ c a+ see pr(tin. 8i:8er t( callC(castL

pst notes.docx

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