Comcast Contractor Competencies Contractor Broadband ... - SCTE

e. Stress management for cable personneli Handling an unhappy customerii Handling the workloadiii Time management skills2. Define customer interaction and describe howeach of the following is affected by (or couldaffect) the image the customer has of thecompany:a. Explain the field technician’s role incustomer retention in the followingsituations:i Retaining customers(a) Problem identification(b) Taking responsibility(c) Solving the problems(d) Following up with customerii Internal vs. external customers(a) Interaction with “front office”(b) Interaction with other technicians(c) Responsibility and accountability(d) Interaction with the general publicand non-customersb. Explain the following effectivecommunications skills and explain howthese skills contribute to good customerrelations:i Listeningii Clarity of speechiii Empathyiv Probingv Telephone etiquette(a) Listening(b) Voice inflections(c) Background noise(d) Ending a callvi After-hours callsc. Explain proper use of company-providedand/or personal communications devicesd. Describe conflict resolutione. Describe problem resolutioni Customer compensationsComcast Contractor Broadband Premises Installer CompetenciesPage 18 of 26