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Spectrum Interview
Questions

30 Questions and Answers by
| Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.

Question 1 of 30

What is the first thing you would do to put a customer at ease if they were upset about their cable service?

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Spectrum Interview Questions

  1. 1.

    What is the first thing you would do to put a customer at ease if they were upset about their cable service?

      If you work in a customer facing role, chances are you have received training on how to best handle an upset customer. Discuss any formal customer dispute training you have received, and give an example of what you would do in this situation. It's vital that you exude confidence and empathy, showing the interviewer that you would professionally represent Spectrum, through any customer dispute or complaint.

      Rachelle's Answer

      "I believe that customers need to be treated with care and kindness, at all stages, even if they are upset or being rude. If a customer were to be upset about their cable service, I would let them know that I was there to listen. I would ask them to tell me everything that is upsetting them so that I could get a full picture. From there, it is much easier for me to solve the situation because I have already spent time 'troubleshooting.' I learned this first step during some call-center customer training that I received at Cox Communications."

      Rachelle's Answer

      "The first step that I would take to ease a customer dispute is to begin repeating the customers' pain point, in their own words, back to them. This action shows that I am actively listening. My dispute resolution training has taught me that when customers feel heard, they are more likely to be put to ease, making it easier to come to a resolution."

  2. 2.

    If a customer called in to report a slow internet connection, how would you help them?

      Slow internet connections may be one of the most common customer service calls you will need to troubleshoot when working for Spectrum. Talk to the interviewer about the action you would take to help a customer with a slow internet connection.

      Rachelle's Answer

      "From my experience, slow internet connections are pretty simple to fix. The first thing I would recommend is running an internet speed test to make sure the culprit was indeed the internet speed. Next, I would have the customer close all of their applications and windows then reboot their device. After that, if the connection were still slow, I would check modem performance."

      Rachelle's Answer

      "Although I do not yet have training in slow internet connections, I would advise doing what I do at home! After running an internet speed test, I would suggest rebooting their computer as well as their modem. These actions generally fix any connectivity issues. Otherwise, I would book the customer in for a home visit from one of your knowledgeable technicians."

  3. 3.

    Who is your current mobile phone provider, and why?

      The interviewer would like to know why you chose to sign on with the mobile phone provider that you did. If you are already with Spectrum, that's excellent news, and it will make your response simple. If you are with a competitor, discuss why you went with them. You can be honest, but be sure to give helpful feedback rather than a complaint.

      Rachelle's Answer

      "My current mobile phone service is with your competitor, AT&T. To be truthful, I had a mobile account with Spectrum for a couple of years. When it came time to renew, Spectrum did not have any enticing offers going so I joined the other company for a pretty good deal. My contract is nearly over and, should I be a successful candidate, would certainly switch back to Spectrum."

      Rachelle's Answer

      "I have used Spectrum as my mobile service provider for the past three years. I am not in a contract; however, I choose to remain a customer because the service is exceptional, and your wireless coverage is vast."

  4. 4.

    How would you help a customer with no dial tone on their home phone?

      The interviewer is looking for evidence that you have some common sense when it comes to minor troubleshooting. If a customer called in from their cell phone claiming they do not have a dial tone on their home line, what steps would you take to help? Be sure to display your excellent customer service skills in your response.

      Rachelle's Answer

      "If a customer had no dial tone, the very first thing I would check is if there were any reported outages in their area. I would then ask them to double check that there are no phones off the hook in the home. Next, I would ask them to make sure all cables were properly connected. Lastly, if the customer had a cordless telephone, I would ask them to change the battery or hang the phone up to get a fresh charge. Generally speaking, these are the primary culprits to the no dial tone issue."

      Rachelle's Answer

      "Although I am not familiar with home phone troubleshooting, I believe the first logical step would be to make sure there were no current outages in the customers' area. After checking for outages, I would ask the customer to make sure their cordless phone had ample battery power, or that their wired phone was plugged in all the way. If these actions did not solve their issue, I would dispatch a technician as soon as possible."

  5. 5.

    Home phone service is a competitive industry. What can Spectrum do to stand out from our competitors?

      Home phone services have been around for decades and, although many telecommunications and media companies are moving away from home phone service, the tried and true companies such as Comcast, Shaw, Telus, AT&T, and Verizon are still going strong on their home phone service offering. Over 60 million US households have home phone service. The interviewer would like to know if you have a suggestion on what Spectrum could do to remain competitive.

      Rachelle's Answer

      "A big part of remaining competitive is reaching customer demographics that your competitors are not. With so many Millennials being smartphone dependent, it could be fun to try a marketing campaign on social networking sites that highlight the benefits of having a home phone, in addition to your cell phone. I think a tongue-in-cheek style campaign could be a great way to stand out from competitors and gain some new business."

      Rachelle's Answer

      "I believe that customers like to receive a good deal, in the form of a bundle or service plan. To remain competitive, I would offer a discount on internet service, with a new home phone installation, on a two-year contract. Educating customers on the benefits of home phone service is an important part of this approach."

  6. 6.

    What do you feel are the most significant differences when it comes to selling a service versus a physical product?

      The hiring authority would like to see your depth of knowledge when it comes to the sales of services and products. If you do not have sales experience, do some research on what you believe to be the most significant difference when it comes to selling services vs. physical products.

      Rachelle's Answer

      "When selling a product, often the consumer gets to physically see and touch the product, making it easier to sell based on physical features. When it comes to selling a service, you have to sell based on emotion, or on what problem the service will solve for the customer. At Spectrum, I would focus more on how the service would benefit their everyday life."

      Rachelle's Answer

      "Pricing a service can be harder to do, than pricing a product; however, this can also mean a bit more wiggle room when it comes to closing the sale of a service. Another difference is that with a service, you lean on selling a feeling or an emotion more often than with a physical product."

  7. 7.

    Do you believe that the mobile services of Spectrum are competitively priced?

      The interviewer would like to know if you have researched Spectrum enough to know what their prices are, and how they compete in the highly competitive mobile phone service market. Keep your response positive, addressing a special deal that Spectrum may have at the moment.

      Rachelle's Answer

      "I believe that your mobile phone services are in line with your competitors, especially considering you have a stronger network than most, with less dropped calls. I saw on your website the other day that you are offering a free iPhone X to new customers, which is an amazing incentive."

      Rachelle's Answer

      "The mobile services industry is highly competitive, which means that Spectrum must remain creative when it comes to the services, packages, and pricing offered. I am a current customer of Spectrum and find your prices reasonable and competitive. There will always be companies that severely undercut; however, any informed consumer will quickly see that those services are inferior."

  8. 8.

    If you could give a Spectrum customer one piece of advice to keep their online personal information secure, what would it be?

      Internet users are becoming more aware every day when it comes to protecting their personal information online. There are endless news stories that scare us into changing our passwords daily, and numerous information hacks reported on a global scale.

      Spectrum will likely ask questions about security and how people can best protect themselves from exposing their personal information. Tell the interviewer your most helpful piece of advice when it comes to remaining secure, online.

      Rachelle's Answer

      "The best piece of advice that I can give is to create unique, secure passwords which contain no personal information such as your dog's first name or the city where you live. Password aggregate apps are a great resource, where they generate a random password for you and then store them securely. If you want to create your own password, I suggest making up fake names or using a number, letter, and symbol sequence that has no attachment to you, personally."

      Rachelle's Answer

      "One of the easiest ways for sensitive information to be released to a hacker is by pretending to be a bank, the government, or other official agency that is well-trusted and known to ask for highly personal information such as bank account or social security numbers. These requests often occur online through websites that mimic the company's real website, or through phishing emails. My most helpful piece of advice is never to give out personal information by email, over the internet, or on the phone unless you've initiated the contact."

  9. 9.

    Does Spectrum have any affiliate companies or sister networks?

      The interviewer would like to see that you have conducted some research on Spectrum before your interview and that you have a full scope of how their organization works. Before your interview, check out the corporate website and sources such as Wikipedia, to ensure you have a great idea of where their company operates, and under which names or brands.

      Rachelle's Answer

      "I know that Spectrum or Charter Spectrum is a trade name of Charter Communications. From what I understand, Spectrum has another arm called Spectrum Latino. This part of your business focuses on packages and plans that are competitive in the Latino market. I appreciate that you represent a diverse group of customers, even offering your website in multiple languages."

      Rachelle's Answer

      "I have researched Spectrum a great deal and found some of your acquisitions very interesting. I see that Spectrum is a trade name of Charter Communications, focused on marketing consumer cable television, internet, telephone, and wireless services. I look forward to joining a business that multiplies and operates so efficiently."

  10. 10.

    Have you ever used Spectrum as your internet service provider? If so, what has been your experience?

      The interviewer would like to know your personal experience with Spectrum. If you have used Spectrum as your internet service provider, discuss what you enjoyed. Be sure to keep your response positive but be prepared to provide constructive feedback. If you have never used Spectrum for your internet service, mention why you would choose them, from an outsiders' perspective.

      Rachelle's Answer

      "I currently use Spectrum for my internet service and have been a customer for the past five years. Around that time you had a two-year contract special offer, and it was great! I have seen the prices creep up slightly over time; however, that is fine with me as the offering has become higher quality, and the upload speeds have increased."

      Rachelle's Answer

      "I do not have internet through your company currently, but have heard many excellent things from family and friends. I saw on your website the other day that you are offering three months free to new sign-ups. That's a great incentive, and I will be jumping on board soon."

  11. 11.

    Have you ever worked in a call center environment?

      Most telecom service companies will have call-center hubs where customers can call in to change or cancel their services, report technical difficulties, and make payments. Talk to the interviewer about any exposure you have in a call-center environment, along with any formal training you have received. If you do not have experience working in a call-center environment, mention a bit about your phone skills, and your customer service experience in general.

      Rachelle's Answer

      "I worked for a cable competitor about two years ago, as an outbound telephone agent. My focus was on new customer acquisition as well as upgrading the services on existing accounts. I made about 200 calls per day with a 15% conversion rate. My target was 12%, so I am happy to say that I always exceeded these goals."

      Rachelle's Answer

      "Although not in a call-center environment, I do have experience in customer-facing situations. My very first job was as a host in a popular family restaurant. From there, I moved into serving tables. The restaurant industry is highly customer-driven, so I understand the urgency associated with call-center environments. It's important that customer issues and needs are resolved quickly and efficiently. I look forward to furthering my customer-service training here."

  12. 12.

    Would you violate Spectrum policy to make a customer happy?

      Your response to this honesty based question will show the interviewer your level of awareness when it comes to the delicate balance of 'the customer is always right' and what is best for the company.

      Chances are, should you be the successful candidate, Spectrum will train you and provide you with evident boundaries when it comes to customer retention. Mention that you are eager to learn their customer retention strategies and that you will respect the limits given to you, in this role.

      Rachelle's Answer

      "I do not believe that violating company policy is necessary since the policy is in place for good reason. If I could not make a customer happy within the parameters given to me, I would escalate the situation to my manager. If there was further flex available, I believe my management team could find a way."

      Rachelle's Answer

      "I do believe that the customer is always right; however, that does not mean that I have the right to override well-established company policy. If I could not make a customer happy with the solutions at my fingertips, I would escalate the call to my team lead."

  13. 13.

    In your opinion, what are the most critical steps to troubleshooting a cable-related technical issue?

      Most of the time, it's a pretty straightforward task to troubleshoot a cable issue. If you have formal training from a past employer, you can discuss what you learned. Maybe you have troubleshot problems at home with your current cable provider. Or, perhaps you are very tech savvy and naturally know what to do.

      Discuss what you believe to be the most critical steps to troubleshooting a cable-related technical issue. This question will also show the interviewer if you are a proactive problem-solver. Do you try to tackle the problem, or do you shrug your shoulders?

      Rachelle's Answer

      "I have worked for a telecommunications company in the past and received a bit of training on troubleshooting cable-related issues. From what I recall, it's important first to decide the core of the issue. Maybe the power supply needs to be checked, or an optic cable was bumped loose at some point. Then, I would power cycle everything and check to see if other devices are having trouble. If it indeed appears to be a service provider issue, I would call into the appropriate customer service line."

      Rachelle's Answer

      "Although I am new to the cable service industry, I think that the first step to troubleshooting anything is first to find out if the problem is on your end at home or the end of the service provider. To figure that out, I would check all the cables for connectivity, and then power everything down. From there, I would better be able to guess what step to take next; whether that be to call the customer service line, or replace a cable myself."

  14. 14.

    Walk me through your technical support experience.

      If you have experience in a technical support role, the interviewer would like to know about the training you have received, the types of issues you have helped customers overcome, and the overall environment. For instance, if you worked in a call-center offering tech support, you could discuss the call volume you worked with and the tier in which you operated.

      Rachelle's Answer

      "A couple of years ago I worked as Tier II support for another mobile service provider. I would take approximately 20 incoming calls per day, escalated by the Tier I customer support professionals. Often the calls were based on lost networks, security breaches, and device troubleshooting."

      Rachelle's Answer

      "Although I do not have formal technical support training, I helped many customers with their cell phone devices when I worked for Best Buy. This kind of support was not a regular part of my role; however, I was seen as a tech expert in that blue uniform, so I would go with it!"

  15. 15.

    Do you have experience in direct sales?

      The term 'direct sales' means selling a product to a customer directly, not through a traditional retail environment. Examples of direct sales in the cable industry would be 100% commissioned salespeople who sell door-to-door in a residential setting.

      If you have experience with direct sales, talk to the interviewer about your training and your sales results. If you do not have experience with direct sales, be sure to ask a few questions about the direct sales model at Spectrum.

      Rachelle's Answer

      "I have worked in direct sales for three years now, working for a residential alarm company. My goal is to approach 50 homeowners per day, with a closing percentage of 5%. My first six months were a struggle, but as I became more comfortable with the sales model, my results increased. Now, I am at a 9% close rate, amounting to about 4 to 5 sales per day."

      Rachelle's Answer

      "I do not have experience in direct sales, although I do have some understanding of this sales model. I would appreciate if you could take some time to walk me through your direct sales models, to see if this type of approach would be a good fit for me and the skills that I bring."

  16. 16.

    Give me one suggestion for Spectrum to grow our customer base in this region.

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  17. 17.

    If we asked you to approach three Spectrum customers today, about a home phone line, where would you begin?

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  18. 18.

    How would you sell mobile phone services to someone fully committed to their landline?

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  19. 19.

    How would you approach selling home phone services in the age of smartphones?

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  20. 20.

    How do you feel about having your inbound calls monitored or recorded?

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  21. 21.

    As a Spectrum employee, how would you react if a customer threatened to cancel their internet service with us?

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  22. 22.

    What do you feel is the biggest advantage cable has over online streaming services?

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  23. 23.

    When it comes to helping our customers, is it more important to have technical knowledge or excellent customer service skills?

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  24. 24.

    How would you handle a Spectrum customer who went way over their monthly mobile data, and didn't want to pay the charges?

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  25. 25.

    How would you rate your technical knowledge, when it comes to cable services?

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  26. 26.

    How would you explain what a router is, to someone with no knowledge of the internet?

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  27. 27.

    Where do you believe the future of home phone service is headed?

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  28. 28.

    Name for me one objection you might receive from a Spectrum mobile phone customer, and how you would overcome it to make a sale.

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  29. 29.

    How would you help a Spectrum customer complaining of multiple dropped calls?

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  30. 30.

    How comfortable are you up-selling a customer on their cable package?

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