ANOTHER CALL FLOW

Everyone This will be the call flow that we will follow starting today.

Opening Spiel - "Hi and thank you for choosing Cox. This is ___. How can I help you?"

Acknowledgement/Empathy + Reassurance Statement Authentication process

Using each other's name - "Can I call you by your first name?"

Acknowledge loyalty

While pulling up the account in SC, Ask probing questions to isolate the issue.

Set expectation and provide clear instructions (bring them along)

Provide resolution and test resolution (service to sale if possible)

Recap, Acknowledge Loyalty, SSO

Offer additional assistance

Closing - (Acknowledge loyalty, SSO and Warm Goodbye)

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.

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.