Tengo

Greeting
  • “Thank you for calling TengoInternet. My name is <your name>. May I have your first and last name please?”
L1

Shift Guide

Sugar Callback

Troubleshooting Guide

Billing and Sales Process

VIP Call Process

Boingo Special Messaging
On February 1, we removed Boingo access for the locations listed below. You may receive some calls from guests asking about the change, despite messaging that appears on the guest Welcome pages. Please use the following messaging if guests call asking about their Boingo access:

“As of February 1, TengoInternet was no longer offering Boingo plan purchases or roaming as a login option at this location. We invite you to use the TengoInternet authentication process, rather than the previously provided Boingo option. You will still have access to the same WiFi signal previously provided.”

Some possible questions and answers:
Guest: Why did you make this change?
Us: Our goal was to provide a simplified login process for guests, and more consistent guest support from a single provider.
Guest: Why was I not made aware of the change before buying a Boingo plan?
Us: Location management was made aware of this change in early January and we posted an announcement on the welcome page, as well.

Guest: Can I have a refund for the Boingo plan I purchased that I can’t use here anymore?
Us: I’m sorry, we are unable to facilitate a Boingo refund because your purchase was through Boingo, not TengoInternet. However, we can offer you a credit to your TengoInternet account for the value of your remaining Boingo plan. [NOTE TO CW – please give the guest a time credit worth no more than $10 if they can provide a Boingo username, and record that username in the case]

Locations:

Austin Lone Star RV Resort
Daytona Beach Campground
Homosassa River RV Resort
Indian Wells Carefree RV Resort
Pacific Dunes Ranch
Pine Island
Sandy Lake RV and Mobile Home Park
Shell Creek
Sunshine Holiday RV Resort Oakland
Sunshine RV Resort
The Red Oaks
Travelers World RV Resort – San Antonio
Treetops RV Village
Please let your lead or manager know if you have any questions.

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