-OPENING: Hi, Thank you for calling COX, this is John. How may I help you?
 -AER

 -CHECK UNDERSTANDING AND PROBE

 -AUTHENTICATE 
Ask for the full name. (Authenticate in the IVR) acknowledge the customer for authenticating. (don't ask how and don't mention IVR)
Authentic manually option 2
1. Phone number (If there is no service number in the account don't use the steps 3)
2. Address of the customer
3. Account number
4. Last 4 of SSS
To fully authenticate the account ask for the pin number (after pulling up manually the account)

 -OPEN SC (INTENT) (ask for the callback number in between opening the SC and acknowledging the loyalty)

 -ACKNOWLEDGE LOYALTY (a must to acknowledge the customer loyalty)

 -SET CUSTOMERS EXPECTATIONS AND PROVIDE RESOLUTIONS (always use "we")

 -CHECK FOR SALES OPPORTUNITY

 -RECAP

 -SSO (website which is the cox.com and cox app that can be download just create an online account using the email address)

 -TEMP-CHECK (asking for any assistance "is there anything else?")

 -BRAND THE CALL AND CLOSING