OFFER ADDITIONAL ASSISTANCE "Besides this, is there anything else | can help you with?" "ls there any other question that | can assist you with besides what has been discussed today?" "Please let me know if is there anything else you need assistance with.” @ brand of alticeUSE POSITIVE LANGUAGE Why not? —> Sounds good No problem —> Definitely! “| don’t know’—> To find out, what I’m going to do is @ brand of alticeSETTING ALTERNATE CELLPHONE OR EMAIL IN BOOST "Please provide me: 1. Your desired user ID, 2. Your best recover cell phone number, and also 3. Your recovery email address. So | can save all this information in the system. And if you need to reset the password you can do it on your own in the future.” s optimum: a brand of alticePASTE THE STAT TOOL USAGE (NTO (DA/REMEDY Modem Mac: Was Verieg ""*""""""07 * indicates required field a brand of alticePROVIDING SELF OPTIONS "You can also visit us at http://www.optimum.net using your Optimum ID to view your bill, change/reset passwords, make payments, manage phone features, and much, much more. Have a wonderful rest of your night!" “In the meantime | would like to let you know that you can save money in your data with our 2 million hotspot around the USA, to better enjoy this feature please take a ‘look at this link: ips //www.optimum.net/internet/hotspots/." optimum. a brand of alticeTC POUCIES "I'd be happy to set up a service appointment for you. There is a charge of $80 for service appointments unless the issue is related to Optimum’s exterior wiring or equipment, in which case the charge will be waived, “please note if the issue is related to Optimum you won't be charged; you will only be charged if the issue is not with Optimal or Optimum equipment.” APPOINTMENT DISCIPLINE “As a reminder, someone over the age of 18 needs to be home for the visit. If for some reason you need to reschedule or cancel the appointment, you can do so at any time by logging into Optimum.net or downloading our Support App. You will also have the opportunity to cancel or reschedule the appointment during several courtesy pre-calls.” @ brand of alticeRECAP "AS a quick recap, you've contacted us today regarding canceling the service appointment, | was able to cancel the appointment successfully. | would like to inform you we have set up an option so our customers can cancel their appointments online using our website: https://www.optimum.net/ that way you'll save more time by doing this request. Besides this, is there anything else | could do for you? "USE POSITIVE LANGUAGE “It's our policy. There's nothing else | can do... —> “What | can do for youis...” “I'm sorry that you've felt the need to complain” —> “I’m sorry, | can appreciate how {problem] must have been frustrating for you.” “Our records indicate..." —> “I have reviewed your online account and | see that...” optimum. a brand of alticeOFFER SERVICE PROTECTION "If you sign up for Service Protection, which costs $6.99 per month, the service appointment fee will be covered for this appointment as well as any future eligible service appointments. Can | tell you more about this program? Orn @ As | mentioned, this program will cover all future service appointments and give you priority Status in our support queue should you need to contact Customer Service. Please be advised that there may be a cancellation fee of $25 if you cancel within 6 months. Would you like to add Service Protection to your account at this time?” a brand of alticeMENTION CUSTOMER'S NAME “Thank you for letting me know, Sally. Have you contacted us when you had the interruption?" "Thank you so much for waiting, Marianne. Please see this link below: https://www.optimum.net/pages/channel-lineups.html . Its contents contain helpful information about the channels of the Optimum package on the account.” a brand of altice