Troubleshooting steps:

- Confirm issue (use customer’s keywords in paraphrasing)

- Assurance statement
- Confirm call back number (expectations)
- Appreciate tenure
- Appreciate existing services (HSD, CDV, Cable, Xfinity Home)
- Ask if other services are working
- Share SSO and future TS (unplug/replug the affected box; Xfinity website)
- Appreciate customer’s patience and cooperation
- Share BAXA (Xfinity Applications)
- Thank customer for troubleshooting
- Positive Scripting

VACPPE
-Volume (loud enough to be heard and recognized by the machine and customer)
-Articulate (speak the words properly)
-Clarity (avoid jargons, be cleared on what you have shared, avoid getting the cx to say "I cannot understand you?")
-Pace (Do not speak too fast, avoid customer to say "Repeat")
-Pitch (avoid sound monotonous (robot), rise and fall of your voice/tone)
-Energy (speak with confidence)

S4X Focus
-LARA (3 A's) (Acknowledge, Appreciate, Assure) should show all throughout the call
-OWN IT (sound like an expert, power words, highlight what you can do, positive scripting end of the call)
-DISCOVERY NEEDS (collaboration)
-MAKE IT EFFORTLESS (make it simple, share self-help option)
-BAXA (words that work: What I love about this app...)

BEHAVIOR THAT DRIVE SENTIMENTS + VACPPE FOCUS (spoken words elements)

-LARA (3 A's) (Acknowledge, Appreciate, Assure)(Engage the customer, paraphrase, avoid dead air)
-OWN IT (sound like an expert, power words, highlight what you can do, positive scripting end of the call)
-SHOW APP (appreciate loyalty/tenurity, appreciate patience and time, appreciate providing information)
-BWAF (express genuine emphaty if cx is frustrated, relate to cx personal level, build rapport, connection on the
customer, friendly tone)

CPR FCR AND AHT BEHAVIORS

-DISCOVERY NEEDS (collaboration)
-MAKE IT EFFORTLESS (make it simple, share self-help option)
-BAXA (words that work: What I love about this app...)

V-A-C-P-P-E
HOW TO EFFECTIVELY GET A HIGH SENTIMENT SCORE
1. Display the S4X Behaviors. Use all the WORDS that work in the CALL Flow for Each BEHAVIOR. There are also
additional suggested scripts.

2. VOLUME: Make sure to increase the VOLUME of your Voice. Speak LOUDLY so the SENTIMENT/MACHINE LEARNING
can capture your voice. Make sure to adjust the volume of your microphone. If you speak LOW, the MACHINE LEARNING
won't be able to capture what you are hearing and will rate your call either NEUTRAL/NEGATIVE which can both pull
down your Sentiment Scores.

3. ARTICULATION: SPEAK CLEARLY. Articulate your Words Properly. Do not eat your words. -Open your mouth properly
so the customer can understand you. And always simplify explanation. Avoid jargons. - We need to prevent the
customer from saying "I can't Understand you". This phrase will negatively hit us in Sentiment.
4. PACE: Do not speak too fast. Make sure to match the pace of the customer. We need to prevent the customer from
asking us to REPEAT what we just said as this will hit us in Sentiment.

5. PITCH: Avoid sounding monotonous on the call. Observe Rise and fall of Tone.

6. ENERGY: Make sure to sound PERKY on the call. Sounding Sleepy or BORED will negatively impact Sentiment Score.

SWEET REMINDERS:
- ALWAYS speak: VACPPE (Voice, Articulation, Clarity, Pitch, Pace and Energy)
- to follow the right opening spiel per whisper
- to paraphrase cust issue
- to display 3A: Acknowledge, Appreciate and Assure
- to share SSO
- to verify callback number
- to use of strong ASSURANCE statements
- to promote applications " what I love," this is fantastic," this is amazing," I personally use

- to do these:
a. appreciate customer's loyalty to Comcast
b. apprecaite customer's business with us
c. appreciate customers patience
d. appreciate customer's effort to troubleshoot
e. appreciate customer for prodiving us necessary information
g. appreciate customer for contacting us

DELIGHT
1.Display a strong call opening (smart greeting + 3as + vacappe)
2.Execute Road mapping change mindset
3.Lead troubleshooting (articulate ITG explain, engaging cx and t/s using the tools)