CALL FLOW
Intro (THROUGH ENTIRE CALL)
OPEN – WITH CABLEVISION
SYMPATHIZE W/ SPECIFIC NEED
EMPATHIZE W/ SPECFIC NEED
POSITIVE TONE & NAME USAGE
VERIFICATION &/OR SAFEGUARDING
Troubleshooting
TIMELY RESOLUTION
WITHIN SCOPE SUPPORT
FOLLOW ALL LOGICAL T/S STEPS
RE-CREATE ISSUE
ANSW. CENTER
(NEW SUB ONLY)
VERIFY FIX OOL - (GO TO IO.TV)
VERIFY FIX OV - (PLACE TEST CALL)
EDUCATE CUSTOMER
Closing
OFFER ADDTL HELP
TEST FOR EXCELLENCE
CLOSE WITH CABLEVISION
TRANSFER TO SURVEY
CONF WITH XFER (IF NEEDED)
Fire Drill script:
"Mr. Smith, the
fire alarms have gone off, I need to evacuate the building. Please call
us back later for further assistance."
Aspect phone should sign out to 305.