Enhancing the Customer Broadband Experience
for Service Providers
Course Objectives and Description:
This one-day course focuses on the knowledge and understanding needed by the Customer Support team (Customer Service Reps and Technical staff who have direct customer contact) to elevate their customer's Broadband experience. We will use real life examples of problems to illustrate solutions, explain network operations, and build our skill set to provide the best broadband customer support practices. We start with a basic understanding of the technical aspects of broadband, including service via fiber vs copper. We will discuss the various types of services available over broadband, and the various speeds they demand, so we understand what to recommend and enhance the customer experience. We will explain how the customers’ use of the broadband service will determine the level of service they need.
The objective is to breed confidence in the telephone company and staff, and confidence in the product. We want to have the customer feel they are interacting with an “Internet expert” at first contact.
By getting the team on the same page and knowledge level, and having a common understanding across the support team, will help to ensure all employees are consistent in their recommendations to the customer. This commonality results in projecting a better image of the Service Provider to the customer. An example of how this can go wrong is when a field tech to tells the customer the services ordered from the customer care representative are not what they need and attempt to sell them a different service! While this can happen in certain circumstances, it is best avoided.
1-Day, Instructor Led or Web Based Delivery.
Minimum: 10 Students, Maximum: 40 Students
Section 1: Course Introduction
Section 2: Understanding Broadband in Todays Services Environment
Part 1: DSL on Copper
Part 2: Fiber - Ethernet
Part 3: The Internet is Delivered in Packets
Section 3: The Wireless LAN/Wi-Fi
Section 4: Customer Needs/Expectations and Demand on Bandwidth
Section 5: Common Problems and their Causes
Section 6: Customer Problem Report Simulation
Section 7: Conclusions, References & Bibliography