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Cable Account For LN

The document provides a guide for customer service representatives at CNX Telecom Support, including tips for effective communication, troubleshooting internet issues, and resetting passwords. It emphasizes the importance of active listening, ownership of customer issues, and showing appreciation for customer loyalty. Additionally, it outlines a structured call flow and specific steps for common scenarios like connecting to WiFi and password resets.

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shielamaeplacencia147
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31 views4 pages

Cable Account For LN

The document provides a guide for customer service representatives at CNX Telecom Support, including tips for effective communication, troubleshooting internet issues, and resetting passwords. It emphasizes the importance of active listening, ownership of customer issues, and showing appreciation for customer loyalty. Additionally, it outlines a structured call flow and specific steps for common scenarios like connecting to WiFi and password resets.

Uploaded by

shielamaeplacencia147
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 4

WORD LIST creation of your account

PART I intermittent internet


laptop
black box
associated flexibility in your usage
but
these
focus
please modem installation
thank
password
problem
bill
adapter thirteen digital premiere
package
technician
field
ethernet
issue eligible for upgrade
only
features
internet
model
Xfinity app premium services content
verify
status
WiFi
notification
verify the password
good
choose
e-mail
ping
personal address book
purchase
account
authorization
three
cost
of
dollars
coaxial
router
other
zero
intermittent
cookies
authentication
either
powercycle
browser
maintenance
reset
networking

MOCK CALL – REMINDERS AND TIPS


Reminders and Tips:
PART II
SMILE
• Sound friendly and enthusiastic
• Be polite from start to the end of the call.
• Greet the customer using the opening spiel.
• Paraphrase the customer’s issue to check for understanding.
IMPORTANT BEHAVIORS TO DISPLAY:

LISTEN ACTIVELY & RESPOND APPROPRIATELY


Customize the conversation by listening for cues and tailor response to the customer’s experience.

Sample:
"You mentioned that you are unable to access the internet. Is that right?"
"Based on what you told me, you cannot access the internet. Let me go ahead and help you out with that."

OWN IT
Do everything possible to resolve the issue, instilling confidence and trust with the customer.

Sample:
"You’ve reached the right person. I specialize in (the situation) and I am ready to help!"
"You have reached the right person and I will certainly answer your questions about today."

SHOW APPRECIATION
Recognize the customer’s existing or intended relationship with the company and/or acknowledge the significance of
customer’s loyalty.

Sample:
“I appreciate the efforts on your end in trouble shooting with me, I couldn’t have done it without you!"
"I see you’ve been a loyal customer for xx years! We value your business."
"I appreciate the opportunity to assist you in resolving your issue today. I hope you have a wonderful day."

CALL FLOW
OPENING SPIEL:
“Thank you for calling CNX Telecom Support! My name is (your fist name). With whom do I have the pleasure of speaking with
today?”
"Thank you Miss/Mr. ______. How can I help you today?"

OWNERSHIP STATEMENT:
"I can certainly help you with (specify the issue the customer is calling about)."

PORBE TO IDENTIFY THE ROOT CAUSE:


Sample probing questions are but not limited to:
- Can you tell me more about the issue?
- Is this the first time this happened?
- What error message do you see when. . . ?

EDUCATE THE CUSTOMER: (Should be done after identifying and


resolving the issue)
Example: "The reason why you couldn't access Facebook earlier is that because your Wi-Fi does not work when you are not at
home. So when you're on the go, please use your data connection."
TROUBLESHOOT: (Solve the customer’s issue by following the
provided steps)
Example: “Let’s go ahead and start working on your issue”

RECAP

OFFER ADDITIONAL ASSISTANCE:


“Is there anything else I can help you with?”

OFFER SELF HELP OPTION & CLOSING SPIEL:


“Please visit our website www.concentrixtel.com for answers to frequently asked questions and troubleshooting tips. This has
been (your name) have a great day!”

MOCK CALL - SCENARIOS


NO INTERNET CONNECTION
How to Connect to WiFi

1. Go to Settings (Gear like icon).


2. Tap WiFi.
3. Turn on WiFi.
4. Look for WiFi Name.
5. Enter WiFi Password.

WiFi is on but no Internet connection. (Refresh WiFi)


PASSWORD RESET
The customer would like to reset their online account.

1. Go to concentrixtel.com/password.
2. Enter your CNXTelecom ID and click Continue. (If you're not sure what your username is, go
to concentrixtel.com/username.)
3. Complete the security check by typing the moving letters in the box. Click Continue.
4. Select the way you want to recover your password and click Continue. If you only have one recovery option available
to you, you won't see a list.
• If resetting by email, you'll see a screen confirming that a password reset link has been sent to your inbox.
Open the email and click the link provided.
• If resetting by text message, you'll get a text from us. Enter that reset code here and click Continue.
• If resetting by call, you'll get an automated call that reads the reset code aloud to you. Enter that code here
and click Continue.
• If resetting by secret question, enter the answer to your question and click Continue.
5. Create and confirm your new password. Click Continue.
6. You should see a confirmation page when you're good to go.

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