NOTESSS

COX ACCOUNT email: novie.resurreccion@cox.com id: C59091 pw: nresur_09668141279*

  INTRO TO TROUBLESHOOTING

PAIR : Probe, Analyze, Isolate, Resolve - set of troubleshooting skills that we can use to resolve cx issues.

Probe - ask probing question to learn more abut the cx issue. Analyze - use the answers to the questions and other resources to understand cx issue. Isolate - Test possible solution to identify the root cause of the cx issue. Resolve - Confirm a solution and apply it to the cx issue.

++ $75 for tech appointment ( a possible charge / depends on the issue)

PROBING -- ask specific questions before using solution center to get the right resolution. Types of Questions :

• Close Ended : these are questions that can be answered with "yes or no" , a specific answer or they have a limited set of possible answers.
• Open Ended : These are questions that allow someone to give a free-form answer.
• Clarifying : Requires brief or concise answers that don't typically provide new information.

// Funneling Technique - typically involves the use of different types on questions to drill down to a more specific point in each. Usually, this will involve asking for more and more details at each level. ( OPEN ENDED ) ( CLOSE ENDED - CLARIFYING)

Basic Probing Questions - you ask basic probing question when you troubleshoot any issue. Basic probing questions apply to any interaction to help narrow the issue to a particular topic. Asking probing questions invites the cx to how they are using the device. The purpose of the

Issue-Specific Probing Questions

// Giving Instructions SIX WAYS TO GIVE CLEAR INSTRUCTIONS:

1. Don't assume they know what you mean
2. Be Clear and Specific e.g : Please restart the gateway by disconnecting the power cable from the back. Wait for 2 minutes then reconnect the power cable. Once done let me know so that we can proceed with the next step.
3. Give Time Frame e.g : Billing reconcillation will take at least 48 hours. One of our rep will call you back ..
4. Give Example e.g : Your firewall is like a policeman that guards up in computer from any harmful threat such as virus.
5. Provide Option/Alternative
6. Get Clarification e.g : What questions do you have for me before we begin with the troubleshooting steps?

// Providing the Resolution Provide options : focus on what you can do

• never say "no" to a cx
• focus on what you can do. don't emphasize what you cannot do Explain Reasoning
• cx may not agree, but we want them to at least understand

OPENING SPIEL AER PROBE AUTH SC LOYALTY RESO SALES RECAP SSO TEMP CHECK CLOSING

MUST DEMONSTRATE :

• opening and closing
• check for understanding
• acknowledge loyalty (twice)
• temp check and final assistance
• recap
• sso
• s2s

QA COMPLIANCE : call back number

RAN : Hi, Thank you for calling COX. This is RAN. How may I help you?

Issue : My internet is not working on my laptop and I need to get it back online ASAP. I already turned off my modem but I'm still having the same issue.

RAN : Oh no, this is not the service that we want you to experience. No worries since you have me on the line, rest assured that this issue will be sorted. Just to make sure that I got it correct, you have mentioned that you have already tried turning off and on your modem, but still didn't work. Is that correct?

FRANDO : Yes, I did.

RAN : Got it, I appreciate your effort trying to fix the issue on your end. Before we proceed, let me pull up your account here on my end to be able to check what causes this issue. May I have your first and last name please?

FRANDO : Sure. Frando Cruz.

RAN: Alright, thank you so much for that information, Frando. Just in case this call get disconnected. May I have your preferred call back number?

Frando: Sure it's 123456789

RAN : Okay, great! Just to make sure I got it correct. It's 123456789. Right?

FRANDO: Yep, that's correct.

RAN: Perfect. Let me go ahead and pull up the account now. One moment.

FRANDO : No worries.

RAN : Great, I am now able to see your account on my end and as I can see here, you've been with COX for more than 12 years now and in behalf of COX Services, we appreciate and thank you for your loyalty.

FRANDO : Oh I'm happy to keep my service.

RAN : Glad to hear that!

FRANDO : It's just that my internet stopped working just today and I needed it back as soon as possible because i need to report at work.

RAN : Yeah, no worries, we'll go ahead and start with the basic troubleshooting. Are you good with that?

FRANDO : Yeah, 'course.

RAN : Perfect! Since you have already mentioned you are done with turning off and on your modem. Let's try to do the same thing with your laptop. Can you do that for me?

FRANDO : Alright, I'm turning it off now.

RAN : Awesome! Let me know once it turn on. Okay?

FRANDO : Alright it's turning back on now ... Oh! I think my internet is now back online! I'm already getting notification on my email and Facebook.

RAN : Oh really! Excellent! Glad I was able to help you restore your internet by turning off and on your laptop.

FRANDO : Yeah thank you so much, you've been a great help.

RAN : Oh, so nice to hear that from you, Frando. (Again, I was able to help you connect back to the internet by just turning off and on your laptop.) Do you have any other concerns aside from this one?

FRANDO: Yeah thanks for that and I don't have any other issues aside from this one.

RAN : Ohhh, you are very much welcome, Frando. By the way for your future reference. We have our website and our cox mobile app where you can manage your account and you can also check our latest promotions.

FRANDO : Oh! Alright I'll check it when I can.

RAN : Great! To make sure that I got all your concerns today, is there anything else I can help you with?

FRANDO : Oh no, no, no it's all good.

RAN : Happy to hear that. It's my pleasure doing business with you today and thank you for being so cooperative.

FRANDO : Yeah no problem and you've been great but I need to go back to work now.

RAN : Oh yeah, i don't want to take to much of your time, I'll let you get back to your day now. Once again, this is RAN and thank you for calling COX. Enjoy the rest of your day. Bye for now.

FRANDO : Yeah! Bye.

LINE : Tutututututtttttttttt!