1) Hi, this is the third day the line outside my house has not been buried and my Services are not working! a) ETD - Hazard / Medical b) Down Low Drop c) ETD - All Services Out d) Reach to Lead  2) Hello, I am having trouble changing the channels on my tv, and It says No Network Connected, get me my channels back! (STB) a) No Signal / Missing Channels b) Connectivity c) Connectivity / STVA d) Remote 3) Hey, I paid my bill yesterday and you cut off my service! I mailed you a check for $230.12 and you still cut my services, this is ridiculous! a) Billing Transfer b) All LOB out c) Customer Education (Bill Review) d) None of the Above 4) Hey, I have waited for 2 hours, and the tech is not here, your last agent told me he would be here in an hour, now dont lie to me! a) ETD - Tech missed appointment b) Set Up Tc c) Reach out to Lead d) None of the Above 5) Hey, this is Steve, this is the fifth call today, I have no service, you told me I would get a call once its resolved, where are your technicians! a) Customer Education b) Escalate to lead c) ETD d) None of the Above 6) Hi, I am a spectrum customer, but my wireless Dish cable box is out, I called them and they told me its you who has to fix this!!! a) Customer Education / Third Party b) Internet Troubleshooting Tree Flow c) Connectivity d) All of the Above 7) I need you to tell me if they have Iphone 16 at the Hunterville location, I dont want you to transfer me, and I dont have time for your small talk, just answer my question, is there inventory at that Store! a) ARM b) Customer Education  c) Direct Customer to the Store d) All of the Above 8) I want you to fix my Apple TV+, it says here I need to sign in, but I pay you already for this, I never had to sign in before, the last agent hung up on me! a) Third Party Education b) Help the Custome Sign In c) Customer Education d) A & C e) All of the Above 9) I want to cancel my service, I am paying too much for Cable and I have been with you for over 23 years! a) Transfer to Retention b) Review their Bill c) Customer Education d) Direct them to the Store e) All of the Above f) A / B/ C 10) The last agent told me that I just needed to pay $50 and that my bill would be fine, I just got another bill in the mail for $100, I just paid you today!  a) Customer Education b) Transfer to Billing c) Escalate to Lead d) Review Bill e) A & D 11) I want you to credit me for my services, last week you had no service in this area, I want that credit today, on this bill, I don't want any of that next bill non sense, fix it, now!  a) Review Bill b) Customer Education  c) Transfer to Billing d) Escalate to lead e) A & B 12) My picture keeps breaking up, I spoke with your last agent, and he didn't seem too sure of what they were doing, I rebooted this already, can you fix this?? a) Trouble Call b) Missing Channel / No picture c) Down Low Drop d) Swap STB 13) My Internet keeps going in and out, it was working just fine until I moved some furniture, what is going on, why is your service this bad! a) Internet / Connectivity b) All LOB Out c) Customer Education d) All of the Above e) A & B 14) I was quoted $70 a month for Internet and Cable, my bill just came in and I see a $30 fee for service activation, no one told me about a $30 fee!!  a) Customer Education b) Bill Review c) Transfer to Billing d) Reach out to lead for Assist e) A / B / D

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