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Cox questions

A detailed illustration of a customer service representative assisting a customer over the phone, with visual representations of key concepts like empathy and communication. The background includes elements that represent technology and customer support.

Cox Customer Service Training Quiz

Test your knowledge on Cox customer service protocols and behaviors with this engaging quiz! Whether you're a new agent or looking to refresh your skills, this quiz covers key aspects of customer interactions, verification processes, and the nuances of service etiquette.

Learn about effective communication techniques
Understand the importance of customer verification
Enhance your understanding of brand behaviors

14 Questions4 MinutesCreated by HelpingHeart247

Is this a warm and friendly greeting? “Thank you for calling Cox, your first and last name please."

True

False

If an agents ask "Can You share your screen?" we would give credit for what?

Asks to Share Screen and Take Charge CT1

Effective Discovery CT1

Present Solution

Review

Which LOB do we grade E-Mail & Telephone Number Verification/Capture

TCOE

Reten

Inbd

DSCC

What are you listening for to grade this question. True Fees Act MRC

Solution

Final bill

Taxes and fees

Phone number

What are you listening for on retention "Authentication/authorization"

Callers name

Security question

Last 4 ssn

Account holders name

Which is an Acknowledge Customer's Request/Transition

Pin Number please

I can help with that

Okay

What's the address

What do we "review CT1" on SEL calls?

The account

Home security

Nothing

The callers name

Which is not a brand behavior

I Care with Empathy for the Customer's Concern/s

I Make a Connection

Address Concerns/Present Secondary Solution

I Bring Them Along by Managing Expectations & Explaining Next Steps

Uncover needs- how many questions or pieces of information are we listening for

Which questions can be NA if an email or text is sent

True Fees Act Account Changes

True Fees Act MRC

True Fees Act Promotion Length

True Fees Act Discount Amount

True Fees Act Term Agreement

Installation Charges are graded when a...

Pro install

Self install

Installation Expectations should include

The cost

Date and time

What is installed

Equipment Expectations is graded when....

Self install

Pro install

The agent is not required to thank the caller on a call that is transferred out

True

False

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