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Process for in house and partner techs to use before entering customers' homes. Techs should ask the customer if they are experiencing flu-like symptoms.
Process for in house and partner techs to use before entering customers' homes. Techs should ask the customer if they are experiencing flu-like symptoms.
Please read through the attached process for what to do if the customer answers "yes" the partner supervisor needs to complete in those scenarios.
Call Ahead - Good morning/afternoon I am John with WOW! and I have a scheduled appointment with you today. Do you or anyone in your home or business have flu-like symptoms?
On Site - Good morning/afternoon I am John with WOW! I would like to inform you that I use hand sanitizer, gloves and booties and I do not have flu-like symptoms. I also want to ask if anyone in your home or business has flu-like symptoms? If no, proceed with the job safely. If yes, follow the steps below:
If the customer household or business has flu-like symptoms (but does NOT have a confirmed case of COVID-19), still proceed to the premise if:
Service Calls - still troubleshoot outside, take levels, check SQC, send hits, and attempt to provide options for customer self help if they are willing to troubleshoot, swap CPE, etc.
Phone Related Service Calls - If the customer has existing phone services they need for emergency services, we need to resolve the issue even if it means accessing the customer premise unless the customer has a confirmed case of COVID-19. In those cases, take the proper safety precautions before, during, and after access to the home.
HSD Only Install - if the customer is willing to attempt a self install.
Upgrade to swap to a different modem for higher speeds if they are willing to attempt a self install.
Upgrade to add additional Video CPE if they are willing to attempt a self install.
Upgrade to add EERO if they are willing to attempt a self install.
In any scenario where the customer is willing to attempt a CPE self install or other inside troubleshooting, consider using an option of talking to the customer over the phone or other option to walk them through the steps.
In all cases, if the customer is given CPE to self install or swap, any CPE we get back from the customer needs to be handled safely with latex gloves and stored into a plastic bag or separate bin to avoid contaminating yourself or other CPE in your vehicle. This CPE needs to be delivered to the warehouse with clear instructions that it came from potentially contaminated homes so the warehouse team can also handle it safely.
Use the form below to document no access work order details related to a customer household having flu-like symptoms preventing troubleshooting or installation activities inside the home. We want to document both of these scenarios below:
This will help us monitor and adapt our processes to assist our customers in these situations.
SERVICE CALL WORK ORDERS
1. When outside the home installation and troubleshooting options resolve the issue successfully (Examples: replacing a service drop, giving the customer CPE to install or swap themselves, having the customer reboot CPE, etc.).
2. When we are unable to resolve the issue and need the customer to reschedule after their flu like symptoms have cleared
Identify the problem that the customer is having. Can we fix from the exterior or by having the customer swap their own equipment?
Possible scenario = Swap CPE with customer at door and send hits and check SQC from outside
If the customer is not able to or is unwilling to resolve the issue onsite with the tech outside the home, follow these steps:
1. Contact your supervisor.
2. Verify all outside levels/plant.
3. Tech needs use the customer not at home close code and add detailed notes to the account through FST, FSA, or Dispatch.
4. The supervisor will fill out the No Access form.
5. Advise the customer to reschedule when they no longer have flu-like symptoms in their household.
NSTALL WORK ORDERS
Would you like to try to self install for HSD only, Modem Swap/Upgrade, or EERO Upgrade?
*Possible scenario = Allow customer to attempt self install of the CPE if this is an HSD Only Install, Modem Swap/Upgrade, or EERO Upgrade
If the customer is not able to or is unwilling to complete the self install onsite with the tech outside the home, follow these steps:
1. Contact your supervisor.
2. The supervisor will work with the tech to document and fill out the google form.
3. Tech needs to use the customer not at home close code and add detailed notes to the account through FST, FSA, or Dispatch.
4. Advise customer to reschedule when they no longer have flu-like symptoms in their household.
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