1.	OPENING (SMILE. HAPPY & EXCITED TONE)

“Hi. It’s a wonderful day here at Cox. My name is ________. How can I make your day better/How may I help you?”

Reply with: AER + Ownership + Clarifying question (SURPRISE & ASSURING TONE)

•	INTERNET- “Really? It’s not the experience we want you to have. Let’s partner together and fix your internet connection issues and I will make sure to give you the best resolution.”

•	VIDEO – “Oh my, that’s bad. Let’s work it out together and fix your TV issue and I will make sure to give you the best resolution.”

•	BILLING- “Thank you for calling us regarding your billing concern. I can definitely help you with that.”

•	GENERAL INQUIRY- “Thank you for reaching out to us regarding ______. I will be happy to answer your questions.”

•	CLARIFYING QUESTION: “Just to clarify. I heard you said that you are ___________”.“You mentioned that your __________”.

2.	AUTHENTICATE 

•	IF authenticated in the IVR: Ask for the F&L then acknowledge/thank the customer for authenticating their account then click Go

Note: NEVER EVER MENTION how they authenticated the account in the IVR (PIN or SSN)

•	IF DID NOT authenticate in the IVR, ask for: F&L & PIN/SQ&A/CALLBACK/SSN

Manual Search: Ask for Phone # – Full name - Address – Account number

3.	USING EACH OTHERS NAME & GETTING CALLBACK NUMBER 

•	“May I call you by your first name? OR Is it okay if I call you by your first name?”

•	“Just in case. May I have your best callback number?"

Note: ALWAYS respond with positive tone and power words like; Wow! That’s a beautiful name / That’s perfect! / That’s great!

4.	ACKNOWLEDGE LOYALTY*** (SMILE. HAPPY TONE)

•	“Thank you for your LOYALTY with Cox! I really appreciate that.”

•	“By the way, thank you for your LOYALTY with Cox family.”

5.	PROBE***

Use funneling technique (open ended – close ended/clarifying questions)

Reply with: Acknowledgement, reassurance, and ownership

•	"Thank you for bringing this to our attention. No worries, I will help you with this issue."

•	“Gotcha! No worries. I will find the resolution regarding your concern.”

•	"Thank you for letting me know of your situation. I can definitely help you fix this issue.”

*** You can interchange the two depending on the issue and situation.

6.	SETTING OF EXPECTATION & SELECT THE RIGHT INTENT

a.	Make sure to follow it from start to end

b.	If you are going to cancel an intent, make sure to open the correct one and complete it

c.	Make sure to click “I’m done” to properly close the intent

d.	Use WE or partnering statements when performing TS, e.i. us, together, let’s, we.

e.	Always acknowledge your customer after getting the info/help from the customer.

f.	Reply with power words and make sure that the tone of your voice matches the adjective. Example: That’s perfect! You are doing a great job! / That’s great! / Amazing!

7.	RAPPORT or Explain to your customer what you are doing (SMILE & UPBEAT TONE)

8.	RESOLVE THE ISSUE (SMILE & BUILD RAPPORT)

a.	Do not to skip any steps in SC

b.	Keep your customer informed of what you are doing

c.	Always trust and follow your SC

d.	Always test the result

9.	RECAP & ACK LOYALTY (SMILE & HAPPY TONE)

•	“I’m glad we were able to resolve your (internet, TV, phone) issue and to RECAP we (what you did to fix the issue). Again, thank you very much for providing your LOYALTY with Cox. You are amazing!”

•	“Thank you very much for being the best troubleshooting partner today. To RECAP, your (internet, TV, phone) is now working after we (what you did to fix the issue). Again, thank you very much for your LOYALTY with Cox.”

10.	TEMP CHECK (SMILE & UPBEAT TONE)

•	“Was I able to answer all your questions?” – Use this for general inquiry or if you need to transfer the call or schedule a tech visit.

•	“Was I able to make you happy today?” – Use this if you were able to resolve the issue.

11.	SERVICE TO SALES (SMILE & UPBEAT TONE)

a.	Make sure to check ICE for the available offer and pricing

b.	Use Signal-Merge-Arrive

12.	OFFER SELF-HELP (SMILE & EXCITED TONE)

•	 “For your convenience, you can check out our SELF-SERVICE OPTIONS, www.cox.com and cox app to manage your account and check for available promotions.”

13.	ASK FOR ANY ASSISTANCE NEEDED (SMILE & UPBEAT TONE)

•	“Is there anything else I can help you with?”

•	“Would there be anything else aside from this?

14.	ACKNOWLEDEMENT OF LOYALTY (SMILE & HAPPY TONE)

•	“Thank you again for your LOYALTY with Cox. We truly appreciate you.”

•	“Again, I would like to thank you for your LOYALTY with Cox.”

15.	CLOSING (SMILE & UPBEAT TONE)

•	“I appreciate your time. Again, my name is _________. Thank you very much for being LOYAL with Cox and have a good day/evening ahead. Please stay safe. Bye for now.”

Cox Residential Services | Official Site
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CALL FLOW OVERVIEW

1.	Opening

2.	AER + Ownership + Clarifying

3.	Authentication – PIN/SQSA/CALLBACK/SSN

4.	Use each other’s name & callback number

5.	Acknowledge loyalty

6.	Probing: acknowledge and assurance

7.	Setting of expectations

8.	Troubleshoot

9.	Resolution & testing of resolution (Rapport)

10.	Recap and loyalty

11.	Temp check

12.	Sales Offer**

13.	SSO & Final assistance

14.	Acknowledge loyalty

15.	Closing