Posts Tagged ‘Troubleshooting’

For Your Convenience…

In: Customer Experience & Support

By: Bill Wright on Sep 02, 2010 at 9:05 am

Every company has a buffer between the customer and management. This is not to make matters worse, it is typically in place to better help the customer.

At WOW!, we empower our Escalation Line personnel to take care of just about any need of the customer, as if they were the supervisor or manager. These individuals go through an extensive training program which they are coached on: Active listening, Empathy and Negotiations as well as a series of general communications skills.The individuals you would be speaking to are hand picked, from upper management, because of their all around abilities to help our customers.

There are policies and procedures that need to be followed by everyone in the company and there is still an escalation chain. Not to say that everything can be resolved by one of our Escalation representatives but most issues can. Give them a chance and you may be surprised how quickly any question you may have is answered.

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Pay-Per View and On Demand Surprise Charges

In: Education

By: Barbara Kubereit on Jul 23, 2010 at 11:20 am

Ordering Pay-per-View events and On Demand movies is so easy to do over the remote control that anyone can do it.  It’s a great convenience.  But, it’s not uncommon to receive calls from customers to report that they’ve been billed for pay-per-view or on demand movies they didn’t order.  In reality, billing errors like this are very rare.  Before equipment leaves the warehouse to be installed in a customer’s home, it’s been refreshed so there’s no possibility that orders from a previous customer somehow remained in the receiver’s memory only to land on the next customer’s bill.  And, all receivers have unique serial numbers that are tied specifically to one customer’s account so this link ensures the right customer is getting billed.  It’s a very sophisticated accounting and billing process which is why there’s practically no room for error.  

So, it’ not surprising, after much thoughtful discussion with a ccr,  a customer comes to the realization that even though he or she did not order the movies or event, someone in the household did.  The good news is that there’s lots of things you can do avoid the surprise of purchases on your bill that you did not approve such as parental controls, special pins, or changing your ordering limits.   If you’d like to learn more, just call us at 1-866-496-9669 to consult with one of our representatives who can explain all the options available to you. With multiple options, you’ll be able to pick one that leaves you with the level of ordering convenience you want while keeping others from ordering without your approval.

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Service Protection Plan Available Now!

In: Education

By: Barbara Kubereit on Jul 09, 2010 at 10:32 am

Exciting news! WOW! is now offering a service protection plan.  The service protection plan will offer protection from a $39.99  fee  for technician service calls for problems unrelated to WOW!’s equipment or services.  The trouble call service fee program will begin on August 1st.  The plan also covers installation of an additional line of business – internet, video, or phone.  It’s a lot of protection for a little money, $2.99 per month.

A couple of years ago, I experienced what it was like not having a service protection plan option in my dealing with a local internet service provider.  I wasn’t able to connect to the internet and was troubleshooting with a rep over the phone and was unable to resolve the problem.  The rep explained that he could send out a technician but I might be charged $80.00 for the service call if the issue was unrelated to the company’s services or equipment. I insisted that the problem had to be related to the outside wiring or equipment.  I, after all, was in the broadband business and knew what I was doing when it came to troubleshooting internet connections and equipment.   I was confident it had to be something other than my inside wiring or connections.  I set up the trouble call for the next day, concluded the call, and went about working on the computer.  A few minutes later, my husband came into the room and asked me why the wire that was coming from the computer to the modem was lying on the floor.  To my chagrin, I discovered that the plastic plug on the end of the cable line was broken.  When I inserted it into the outlet, it did not lock in, but instead slipped right out onto the floor.  Needless to say, I called the company right away and cancelled the trouble call.  Boy, I wouldn’t have been too happy if I had to pay $80.00 for that!

So, lessons learned, things aren’t always what they seem.  When you call in with service problems and a technician is needed, talk to our representatives about the service protection plan, what’s covered and not covered under the plan.  At $2.99 per month, it’s a nice affordable option and worth it to avoid fretting over having to pay a service fee for something as simple as an unplugged wire.

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Creating A WOW! Employee

In: Customer Experience & Support

By: Bill Wright on May 20, 2010 at 8:08 am

There is quite a bit more that goes into the order process than just calling to order service. To most, it would seem that when a consumer calls in for WOW! Service, they are just talking to any person to place their order. It could be any person, off the street and put in a seat and told to answer the phone. That is not true at WOW!. So, how did the person get there to take your call?

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Initially, the WOW! Call Center Recruiter will spend countless hours looking through, and reviewing, hundreds of application, resumes and assessment scores to find the best candidate that will live up to the WOW! Core values: Respect, Integrity, Accountability and Servanthood. They will go through numerous interviews to get a personal feel of the selected candidates and to find the best fit for the company and the individual. WOW! believes that the success of the candidate is not only the company’s responsibility but the individuals, as well. WOW! will supply all the necessary tools needed to help our potential employees succeed. It is up to them to use those tools to thrive.

100_4147When the candidates are selected for hire, they are put through an intense five week training course. The training consists of classroom learning as well as live call handling in a controlled environment. During this time, they will learn the company core values, the systems and applications, our philosophy and overall mission of creating a best possible customer experience. In order to complete the training the individuals are certified in all aspect of their job, whether it is sales, customers’ service or technical support. After the training is complete, and the individuals are assigned to their teams, the employee will be continuously quality checked, coached and given additional training as needed.

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So, as you can see, there is a lot more that goes into the task of taking a sales order. The individual on the other end of the phone is an educated, well trained and respectable person whose mission is to treat the customer with the utmost respect and deliver the customer experience that WOW! is known for.

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A Day in the Life of a WOW! Customer

In: Education

By: Steve Zeiden on May 13, 2010 at 4:00 am

In our ongoing series of “A Day in the Life”, I thought today’s article would be a good one based off you, our customer.  Now you may be saying, “How does he know what my day is like?”  Well, truthfully, I don’t.  But here at WOW!, we do know that most people’s days are busy between work and errands and home life of chores and cooking dinner and paying bills and then relaxing a bit to watch that comedy you recorded on your WOW! DVR before bedtime…. well, you get the idea!
Because everyone’s life is so busy, I want to make sure you are aware of the easy solutions and customer education tools at your access.

Channel lineups – It’s prime-time and you can’t remember what channel Food Network is on and you can’t find your WOW! channel lineup that was given to you at installation.  No problem!  We have our channel lineups for each of our areas online – just click here to be taken to our channel lineup page on our website.  From there, choose your region and you’re all set. You can even print out a copy to keep next to your remote control.

Frequently Asked Questions and Troubleshooting – You keep wondering “What happens if the power goes out – are the shows on my DVR gone?!”  To save you time and not have to place a call to us to find out, we have tons of FAQs on our website to help you with WOW! Internet, WOW! Cable and WOW! Phone.  We also have the top troubleshooting tips for your WOW! Internet, WOW! Cable and WOW! Phone service.  (And not to worry, if the power goes out, you will only miss the recordings that were scheduled to be recorded while the power was out. Your previously recorded shows will still be there!  But keep in mind that the Interactive Guide information will need some time to repopulate.)

WOW! Reference Guide -   When you are first installed with WOW!, our technician leaves behind a WOW! Reference Guide for you containing  information on how to use and troubleshoot WOW! services, information on Parental Controls,  use your DVR, how to use your WOW! email, how to use your WOW! Phone features and more.   If you can’t find your copy of your reference guide – no problem.  We have it all online for you. Just click here to be taken to our online reference guides.

WOW! Customer Home Page – It’s late at night and you finally have the kids to bed, the dishwasher has been loaded and started, the laundry’s in the dryer and the dog’s been taken for his walk.  Now you have some time to go through your home office chores.  But darn, you’re out of stamps and your WOW! bill is due soon and won’t make it in time.  What do to?  Easy solution.  Your WOW! Customer Home Page is your gateway to access the WOW! Online Account Manager. This is your one stop shop to help you manage your WOW! account including your WOW! A Friend referrals.    Online Account Manager lets you pay your bill online (no more stamps!), review billing statements, and if you are a WOW! Phone customer, you can also view your call detail records. And if your child has been constantly asking to set up an email address for them, this is the place to add additional email accounts as well as lets you change your user name and password.  From the WOW! Customer Home Page, just log in and then click on “Account Manager” link at the top of the page.  Not registered yet on the WOW! Customer Home Page?  No problem – registration takes just a few minutes.  To register, you will  need your 16 digit WOW! account number (located at the top of your WOW! statement) and the phone number associated with your account.

Call us! Of course, if you’d rather get information over the phone, we’re always here for you. Anytime day or night.  Weekends.  Holidays.   We offer 24/7 Customer Care Support at 1-866-496-9669 (that’s 1-866-4-WOW-NOW) .  Through our customer care line, we also offer some automated services so you can even pay your WOW! bill over the phone, check on an appointment, and order a pay-per-view event.

I hope these tools will help make your life easier and provided some additional knowledge for you on the tools we have to help you.

Thanks for reading and for being a WOW! customer.

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