Cable Company SOPs

This template contains the Standard Operating Procedures (SOPs) for a cable company, outlining detailed steps for various operational aspects. It covers ten key areas, starting with customer service call handling, which emphasizes professional and efficient communication. The procedures include preparing for calls, answering promptly, understanding customer needs, providing solutions, handling complaints, closing calls properly, and documenting each interaction in the CRM system.

The document then details the new customer installation process, focusing on seamless setup, activation, and customer education. It covers scheduling, preparation, technician arrival, installation steps for internet and TV services, final testing, customer education, completion, and post-installation follow-up. This section ensures a consistent and positive experience for new subscribers.

Billing and payment handling procedures are also outlined, ensuring accuracy and compliance. This includes generating bills, processing payments through various methods, handling late payments and past-due accounts, resolving billing disputes, offering payment plans, managing account cancellations, and ensuring payment security. The aim is to streamline revenue collection and minimize disputes.

Troubleshooting internet and TV service issues is another key section, providing steps for diagnosing and resolving technical problems. It covers identifying issues, checking service status, basic troubleshooting steps, advanced diagnostics, and when to dispatch a technician. The goal is to minimize downtime and improve customer satisfaction by providing effective technical support.

Finally, the template addresses handling customer complaints and escalations, technician dispatch and service calls, equipment return and recovery, inventory management, preventative maintenance, and network outage response. Each section provides detailed instructions to ensure efficient and professional operations, covering everything from customer interactions to technical procedures and emergency responses.