A few reminders of Flow's customer engagement expectations:

1. You must be punctual – arrive at customer home at least 5 minutes before agreed time. If you are running late, please call customer to update time you will arrive.

2. Introduce yourself upon arrival at customer home. Good day my name is XYZ, and I am a technician from Flow.

3. Explain what you are going to do after introducing yourself.

4. Ask customer if they would like you to wear shoe coverings in their home.

5. Make sure you agree with the customer where you are going to install the modem. Some customers can be particular about the layout of their home.

6. Explain how Wi-Fi works in-home so that the customer understands.

1. • Points to remember:

     • Wi-Fi is shared among devices.

     • Walls impact strength of Wi-Fi

     • How to do speed test.

7. You need to:

1. • Perform speed test after installation of broadband.

   • Walk through the customers home using Assia Tech Tool to determine dead spots.

   • Introduce Smart Wi-Fi extenders, if you think it will improve connectivity.

   • Explain the Smart Wi-Fi app and explain how to use.

8. After you install TV service, please do the following:

1. • Demonstrate the TV Service.

   • Demonstrate the VOD feature.

   • Demonstrate the remote.

   • Demonstrate how to Pause or Rewind Live TV.

   • Demonstrate how to access streaming apps on Hub TV.

   •  How to set up your favorite channels.

   • How to use the Recommended feature.

9. Remember to leave a Welcome Pack

Thank you for supporting us in improving the experience of our Customers!