Call Flow

1. Opening: Thank you for calling Verizon this is Eva may I have your first and last name? And your phone number please? And your Location? (Check the safeguard)

To safe guard your account may I have your account number please?

May I have your mobile number which is associated to your account? So that I can send you an OTP? And after you receive it kindly tell me the number.

(Check paper free, auto pay, eligibility etc)

1. I am able to pull up your account and it is already safeguarded. May I ask what is your concern?

2. AER/ resolution A. Billing Sure I can check and help you with your billing concern. And let's find out what happened why you have... *different charges from your previous monthly bill, *what that charge is all about, *what is your current charges, *If your payment went through

And by the way thank you for choosing Verizon and for staying with us. (Go to 4)

B. Troubleshooting I understand your frustration. Let me check what I can do to help you troubleshoot your....(TV, internet connection) And by the way thank you for choosing Verizon and for staying with us. (Go to 4)

C. New account *Sure I can help you set up a new account and let's find out what would be the best plan for you based on your preference. May I ask your location?

*Does this address have an existing account in Verizon? (If no proceed to 4) (If yes proceed below)

*May I ask are you moving your service to this new address? (If CX current address is with FIOS coverage/ services)

*This address has an existing service from Verizon have you already contacted your Landlord(apt)

• This address has an existing account from Verizon have you already contacted your Brooker if they already contacted the previous house owner?

Because for us to be able to transfer this service from you the previous owner of the service must call us to disconnect the service and after we disconnect the service that's the time we can transfer the service to you as the new owner. Or you can also provide some proof that this previous owner is waiving all her rights to disconnect the service and transfer it to you. And send that documents to us.

1. Resolution *Billing Pannel- pull up the bill statement

• Troubleshooting - Repair pannel *New account - process the plan, ask questions..

1. Upsell

(Go to Product panel and find a better plan or perks for the customer ask the FF questions)

May I ask how many devices connected to your internet? Do you love streaming or watch movies or anyone in the house playing games using your internet?

Because I see here that you are eligible for our.... *Perks *Internet plan *Voice plan *TV plan

Using our (perks/plan) will give you 1GB internet speed with symmetrical upload and download for faster download and upload of movies, streaming program and games without lags.

So let me help you process it now and enjoy lots of fun with our FIOS internet home plan.

1. RECAP JUST a short recap

2. If you still have any questions you can go to our website at www.verizon.com or you can download our app and create an account.

3. Closing Anything else I can assist you with? Alright , again thank you for choosing Verizon. This is Eva have a nice day.