◙  Understand the Why

◙  Transition to Discovery

◙  Understand Household

◙  Understand Internet Usage

◙  Understand TV Channels

◙  Mobile Phone Probing

◙  Ask for the Sale

♀♪♫☼►◄↕‼¶§▬↨↑↓→←∟↔◘○◙♂♣♠•◘○◙

Transferred in 2 minutes

"Ok, there is a 4 digit pin/code for security, do you remember what that is?"

"Thank you for calling Cox, where we have mobile, 

my name is Thomas, 

may I please have your name?"

“How are you doing _____?”

Good, I am going to pull that together for you, I may have a couple of questions along the way if that works for you.

Okay. Now there's a four digit PIN. Do you remember what that was?

 I'm gonna send you a voice message real quick, and it's gonna give you a six digit code for security. If you could just let me know what that is when you get it. 

I can help you with that, I might have a few questions along the way, but we will pull it together.

Do remember the four

digit PIN number for the account security?

1. Empathy and Understanding: "I completely understand how important these issues are to you. Let's tackle them one by one. But first, for your security, I just need to quickly authenticate your account. Could you please provide your account number and PIN?"

2. Setting Expectations: "Once we have your account verified, I'll be able to access your details and we can discuss your TV and internet concerns more effectively. This will help me provide you with the best solutions."

3. Offering Assistance: "I'm here to help with all your concerns about working from home and how your TV and internet services can support that. Let's first ensure your account is secure by authenticating it."

4. Reassuring Their Importance: "Your issues are my priority today. With a quick verification of your account, I'll be all set to address each of your concerns in detail."

5. Explaining the Process: "I appreciate your patience. Verifying your account with your help and PIN ensures that we keep your information safe and secure. This is a standard procedure to protect your privacy."

6. Building Trust: "I want to assure you that we're in this together. Once we complete the authentication process, I'll be fully equipped to handle your TV and internet queries."

7. Encouraging Collaboration: "Let's work together to get your account authenticated. After that, I'll have all the necessary tools at my disposal to help with your service concerns."

8. Maintaining Transparency: "I understand you're eager to resolve your issues. To assist you effectively, I need to authenticate your account first. This helps us maintain the highest level of service and security for you."

9. Commitment to Service: "I'm committed to providing you with the best support today. Could you please help me with your account details so we can quickly move on to addressing your specific needs?"

10. Ending Positive: "Thank you for your cooperation in verifying your account. Now that we've done that, let's dive into your concerns and find the best solutions for you."

Citations:

[1] https://www.gladly.com/blog/customer-service-scripts/

[2] https://roicallcentersolutions.com/blog/how-to-connect-with-customers-over-the-phone-10-methods/

[3] https://www.zendesk.com/blog/support-customers-phone/

[4] https://www.retailcustomerexperience.com/blogs/guided-customer-service-open-and-closed-questions/

[5] https://www.zendesk.com/blog/dont-always-need-call-center-scripts/

Here are 20 open-ended questions and statements that you can use to engage customers and help them build the solution they need while addressing their concerns:

1. What are your main goals for using our services?

2. Can you share more about your current setup and how you'd like to improve it?

3. How do you envision our services fitting into your daily routine?

4. What specific features or services are most important to you?

5. How do you typically use your devices and services throughout the day?

6. Are there any pain points you're experiencing with your current setup that you'd like to address?

7. What are your expectations for customer support and service?

8. How can we help you get the most out of our services?

9. Are there any additional services or features you'd like to explore?

10. How do you plan to use our services in the future?

11. What are your short-term and long-term goals for using our services?

12. How can we help you achieve those goals?

13. Are there any specific challenges you're facing that you'd like our services to address?

14. How do you prefer to receive support and assistance?

15. What are your thoughts on our current offerings, and are there any improvements you'd like to see?

16. How can we help you stay connected and productive?

17. Are there any specific devices or services you're interested in learning more about?

18. How do you balance your work and personal life, and how can our services help you with that?

19. What are your expectations for reliability and performance from our services?

20. How can we help you stay ahead of the curve in terms of technology and services?

These questions and statements are designed to encourage customers to share more about their needs and preferences, allowing you to better understand their requirements and provide tailored solutions. They also help customers feel more involved in the process, fostering a sense of collaboration and ownership in the solution.

Citations:

[1] https://www.retailcustomerexperience.com/blogs/guided-customer-service-open-and-closed-questions/

[2] https://www.zendesk.com/blog/dont-always-need-call-center-scripts/

[3] https://www.businessnewsdaily.com/6444-call-center-phone-etiquette.html

[4] https://zapier.com/blog/chatgpt-prompts/

here are the questions I can use in opening a call with a customer, let us say that the customer is interested in coming to cox for their mobile phone service, what are some questions I can ask which open up with finding out exactly what they would like to do, former provide, but really questions which also give me time to research the best options, I may also have need for additional information, but I want to be reasuring and understanding in my approach, also what are some question which really just give me time to work on their issue, but allow them to speak on non relevant things while I am working, please come up with 12 questions/statements

Here are 12 questions and statements that you can use to open a call with a customer interested in Cox mobile phone service:

1. How can I assist you today in finding the best mobile phone service for you and your needs?

2. Can you please provide some information about your current mobile phone service provider and plan?

3. What are the main features and services you use on your current mobile phone plan?

4. Are there any specific features or services you'd like to have in your new mobile phone plan?

5. How much data do you typically use per month on your current plan?

6. Have you experienced any issues or concerns with your current mobile phone service provider?

7. What is your monthly budget for a mobile phone plan?

8. Do you prefer a contract or no-contract plan?

9. Are you interested in any specific devices or smartphones?

10. How important is customer service and support to you when choosing a mobile phone service provider?

11. Have you heard of any promotions or special offers from Cox that might be of interest to you?

12. While I'm researching the best options for you, please feel free to share any information about your current service or any concerns you might have. I'm here to help and understand your needs.

These questions and statements will help you gather the necessary information to provide the best recommendations while also allowing the customer to speak about their current service and concerns.

Citations:

[1] https://www.nicereply.com/blog/customers-phone-call/

[2] https://roicallcentersolutions.com/blog/how-to-connect-with-customers-over-the-phone-10-methods/

[3] https:/

/www.businessnewsdaily.com/6444-call-center-phone-etiquette.html

[4] https://www.zendesk.com/blog/support-customers-phone/

[5] https://www.indeed.com/career-advice/career-development/sales-pitches-over-the-phone

1. Understanding their needs: "What are the main services you use on your phone, and how do they contribute to your daily life?"

2. Addressing pain points: "Are there any areas where you feel your current phone plan could be improved or better suited to your needs?"

3. Exploring their preferences: "How important is it for you to have a flexible and customizable phone plan that adapts to your changing needs?"

4. Discussing their current plan: "Can you share some details about your current data plan and how it has been working for you so far?"

5. Identifying their goals: "What are your primary goals and expectations when it comes to your phone service, and how can we help you achieve them?"

Here are five more mobile service and feature-specific open-ended questions and statements that you can use to engage customers and help them build the solution they need while addressing their concerns:

1. Exploring their data usage: "How much data do you typically use per month, and do you find that your current plan provides enough data for your needs?"

2. Understanding their device preferences: "What features are most important to you in a smartphone, such as camera quality, battery life, or processing speed?"

3. Discussing their connectivity needs: "How often do you use Wi-Fi, Bluetooth, or NFC on your phone, and do you have any specific requirements for these features?"

4. Identifying their app usage: "Which apps do you use the most, and do you have any concerns about app performance or compatibility with your current plan?"

5. Inquiring about their international usage: "Do you travel internationally or make frequent international calls? If so, how important is it for you to have a plan that supports global roaming or international calling?"

here are the questions I can use in opening a call with a customer, let us say that the customer is interested in coming to cox for their mobile phone service, what are some questions I can ask which open up with finding out exactly what they would like to do, former provide, but really questions which also give me time to research the best options, I may also have need for additional information, but I want to be reasuring and understanding in my approach, also what are some question which really just give me time to work on their issue, but allow them to speak on non relevant things while I am working, please come up with 12 questions/statements

Sources