Cox questions
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
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
What are you listening for to grade this question. True Fees Act MRC
Solution
Final bill
Taxes and fees
Phone number
Email
What are you listening for on retention "Authentication/authorization"
Callers name
Pin
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
1
2
3
4
5
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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