CUSTOMED CALL FLOW

1. OPENING

• Hi and, Thank you for choosing COX. My name is John. How can I help you?

AER - I do understand and thank you for bringing that up to us.

• I would be happy to help
• I'll be happy to help you today
• I can help you today
• I can help get a specialist that an handle that for you

1. AUTHENTICATE -Manual Search: Ask for Phone # – Full name - Address – Account number -IF authenticated in the IVR: Ask for the F&L then acknowledge/thank the customer for authenticating their account then click Go

2. CBN

• Is it okay to call you by your first name? and also just in case the line got disconnected. May I have your best callback number

1. ACKNOWLEDGE LOYALTY

• Perfect, by the way. Thank you for your loyalty with COX, I really appreciate that.

1. AFTER KNOWING THE ISSUE/PROBING QUESTION

• Just to clarify - I Heard that ..................
• Thank you for letting me know of your situation. I can definitely help you fix your (TV, Internet).
• Sure! I will find the best resolution regarding your concern.
• Thank you for bringing this to our attention. No worries, I will be more than happy to help you fix your (TV, Internet)

1. SETTING EXPECTATION

• Just to set your expectation I will be running diagnostic test on my end to check if there's some outage on your area and your device (TV, Internet) might be briefly interrupted during this interaction.

• Anyway I've completed the diagnostic test on my end and as far as I can see here that there is no outages on your area. So we're gonna be running troubleshooting so we can fix your Concern (INTERNET&TV)

1. RAPPORT

• How's your day so far?
• Do you have any plans this coming weekend?

1. RESOLVING THE ISSUE

• I've already send a signal to your TV Box/ Modem, can you now check if the troubleshooting steps we did worked on your end, try to switch to a different channel and let me know if you are now able to see pictures on your TV. Let me know what happens, okay?

1. RECAP AND ACKNOWLEDGE LOYALTY

• Thank you very much for being the best troubleshooting partner today. Just a RECAP, your (internet, TV, phone) is now working after we reboot your TV Receiver. Again, thank you very much for your LOYALTY with Cox.
• That's awesome. I'm Glad that I was able to help you with that, and just to make a quick recap to what happened, your TV is now working after we did basic troubleshooting and by manually rebooting your box. Thank you very much for being the best troubleshooting partner today. Appreciate that. Again, I would like to thank you for your loyalty to cox

1. TEMP CHECK

• Was I able to resolve your concern?
• Was I able to cover all of your question for today? (Tech visit)
• I hope I was able to cover all of your question.

1. SERVICE TO SALES

• Impromptu

1. SSO

• 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.”

1. FINAL ASSISTANCE

• Is there anything else that I can help you with?

1. CLOSING AND ACKNOWLEDGE LOYALTY

• Awesome, if that is the case again, I would like to thank you for your LOYALTY with COX, I appreciate your cooperation today, My name is John have a good day stay safe bye for now.

(Tech Visit Spiel)

• Since we have finished the troubleshooting, we will be requesting for a technician to come out and drop by on your premise. Just to set your expectation this is free of charge if the root cause of the issue is caused by COX or with cox equipment. It will be the technician who will advise if there will be a charge and the recommended resolution for this issue.

(Ghost Spiel)

• It seems like you're unavailable right now. Please try to call us back or use our self service option through cox.com and cox app. Have good day bye for now

• "If you can hear me, I cannot hear you. Since I'm not hearing any response I'm gonna disconnect the call (Option: I WILL TRY TO GIVE YOU A CALLBACK) . For continued support, we are available 24/7 at cox.com/chat support or in the Cox app, I am now disconnecting the line due to no response / being unable to hear you. Thank you for your loyalty to Cox and thank you for contacting COX we appreciate you as a customer. Bye for now :)

Call Back Spiel

" Hi, Mr/Ms Customer, I need to inform you that this call may be monitored and recorded to ensure quality service. This is (Your Name) calling back from Cox Tech support because it seems our call dropped. (CONTINUE) "

Leave a VM to A Customer

"Hello! This is (Your Name) calling back from Cox Tech support because it seems our call dropped. For continued support, we are available 24/7 and you may visit our self service option at cox.com or download our Cox App, or give us a callback. We valued your loyalty with Cox. Thank you for contacting Cox we appreciate you as our customer