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
5. 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
6. 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