April 26,2023

ARRE -Acknowledge I do acknowledge the inconvinience you haved faced. I appreciate your concern. -Restate( vaoid parroting ) I hear that if you want your box to work you have to reboo tit every morning,is that correct? -Reassure I want to encourage you to stay with me and we can work -Empathize I would feel the same way if i was dissatisfied with my service. Lets owrk together to fix our issue. ( dont always say I do understand ) Making it Count Let's out the puzzle together.

• Intonation (pauses , play your voice) play your voice SENTIMENTS

AUTHENTICATION -very important to authenticate a customer first and make sure that is correct. to avoid back job for cx details Customer question

• Approach cx with a personalized warm welcome. -End with a fond farewell and an invitation to return hello, thank you, goodbye, NOTE: inform cx that your call is recorded for quality purposes

Mindful mute and unmute. -check the mic

Rapport- How are doing today?

• can build rapport by gaining their chance. -cx trust build your image the customer -you need to build your confident -temp check to make the cx understand the process. Rapport- ask and use their name , actively listen, ask question, show empathy, find common ground, follow the lead, be genuine (give compliment to the cx) -BULADAS
• dont ask their age , skin color, religion , anything personal, -common ground- lifestyle question,belief, -follow the lead- cx emotion

Tips on how to build rapport -Open the call with a smile -get their first name

QA

• audit offline - for the process -voice

S4x- scored, 0- didn't show effort 5-partial 8-deliver expected to u 10-exceptionally demonstrated

S4x PLAYBOOK Parameter 1.be warm and friendly-Create a personal and genuine connection so the cx feels valued, truly believes the company and the you care and builds a foundation of trust. 2.Own it- instill confidence with the customer that they reached an expert who is fully committed to resolving their request or issue.

• you reached the right place. I specialize in ( the situation) and am ready to help
• own the call never blamed others or the system 3.Show Appreciation- give every customer the VIP treatment, making them feel as though they are a priority. Geniunely express gratitude for their business during the interaction. -thank you so much , thank you -i appreciate you -make them feel that they are important to u 4.make it effortless- Respect our customers time and provide a level of service that feels easy and seamless to the customer. -making it easy to cx avoid jargon. -make a call back ( two calls attempts per day ) -customer insist to call back

1. LIsten Actively and respond appropriately- ensure a clear understanding of the cx unique situation, express genuine concern for helping the cx and be fully throughout the call. -appropriate the situation -dont repeat the question again and again -active listening to make sure the cx concern -make some notes or take done notes -appropriate to the cx concern
2. Discover needs- ask effective, relevant questions to gather a deep understanding of the specific cx situation and needs in order to provide the best solution. -how well u ask clarifying question -dont assume -build rapport for the discover needs 7.be an xfinity ambassador- clearly demonstrate how xfinity has the best products services , and online support in the marketplace. -bragging the company itself -your behavior -promote the xfinity product services 8.set clear expectations- provide relevant and valueble insights into the actions taken and next steps to ensure the cx is clear comfortable and confident with the solution. -transparency -advicing the cx to the nxt step -proper usage of hold and mute

e360- video for about the process

SENTIMENTS monitor- spoken words laughter detection pitch and tone Nexidia Sentiment- learning machine

ELEMENTS OF A CALL FLOW -Outbound call set up introduction ( greet cx, saying your name and company,reason of call, getting in touch with cx authorized user , asking cx availability to discuss the reason of the call, authentication)

• verify the account holder or authorized user ( name list in the box) address, account #, ssn ,code from text/email (general authentication it depends) -if the cx account is not authenticate - you can advice them call back or teach them the website or app or physical store and call back. -if the cx is not authorized best question to speak with the account holder because we can't authenticate the account or verify. -don't drop the call let the cx drop the call ("you can go and drop the call no")

State the reason of the call. This includes: -progress of the port-in at this time -main purpose of the call -instuctions that needed to be relayed to the customer with regards to the purpose.

• use the word " OPTION" always

Process -Call the customer introduction ( greet cx, saying your name and company,reason of call, getting in touch with cx authorized user , asking cx availability to discuss the reason of the call, authentication) -Give the. recap to the customer

• installation date
• CALL BACK # - 877-397-9734

Road to proficiency 1.own it 2. make it effortless 3. Listen actively and respond appropriately

LNP top call drivers