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Nt1310 Unit 4 Case Interview

Satisfactory Essays

• Caller was identified and address was verified how the account was not authenticated. • The CAE lacks in active listening since he had difficulties gathering modem details for activation of services. • Excessive dead air throughout the call. The CAE did not follow proper hold time procedure. • The CAE failed to comply with ITG compliance process. The internet was restored after troubleshooting however the CDV has no dial tone. The CAE had utilize a new LOQ and created a ticket which was CDV (no dial tone). It was observed that CAE skipped the LOQS for CDV-NDT. The LOQs leads to a trouble call. Wherein customer agreed on. • The CAE advised customer the appointment will be scheduled for “Tuesday, 7/21 from 10-12”, but the CAE did not schedule

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