Key Strategies for Success in Field Services

5 Essential Behaviors Hi5 What are the 5 Essential Behaviors?

Field Services Hi5 (5 Essential Behaviors) Essential #1 Be Prepared By failing to prepare, you are preparing to fail. Ben Franklin Be Prepared: Check Diagnostics: Run Home Cert and EdgeHealth when reviewing your route at the beginning of the day, then again upon arrival to check for fluctuations Review work order to be completed in advance: Verify services ensuring codes and points are correct prior to starting the job Check CC notes for insight into previous interactions: Review tech history and previous finding solutions codes used to determine what has been done, and if any ESR tickets have been created or resolved Complete pre-call activities including reminder of ETA While onsite, or prior to arrival of 1stjob, pre call customer with ETA Customer Experience Operations

Field Services Hi5 (5 Essential Behaviors) Essential #1 Be Prepared Discussion When we are not fully prepared, what does that do to the customer experience? What are your personal strategies to be prepared for every service call? Commitment Before you leave, jot down your answer to the following below. What is the one (1) commitment I need to focus on, to ensure I perform the Be Prepared behavior every time? Next Hi5 Session, we will review Build Rapport Customer Experience Operations

Field Services Hi5 (5 Essential Behaviors) Essential #1 Build Rapport So when you are listening to somebody, completely, attentively, then you are listening not only to the words, but also to the feeling of what is being conveyed, to the whole of it, not part of it. Jiddu Krishnamurti Build Rapport Dress the part Park your Cox vehicle where it can be viewed from the door or front of the house Stand so your Cox logo and badge are visible upon introduction Own the Cox brand Introduce yourself, make eye contact, and offer to shake customer s hand Treat customers with respect, make every interaction count Your attitude and positive approach will set the tone Be confident with your interaction Remove sunglasses to ensure eye contact

Field Services Hi5 (5 Essential Behaviors) Essential #1 Build Rapport So when you are listening to somebody, completely, attentively, then you are listening not only to the words, but also to the feeling of what is being conveyed, to the whole of it, not part of it. Jiddu Krishnamurti Build Rapport Greet the customer by name / determine who you are speaking with Ensure that you are speaking with the account holder or somebody that has been authorized to make decisions before performing work Listen and let the customer share his/her story Most customers just want to vent when faced with an issue Even though you may already know the story or heard it several times, let the customer share their personal experience before diagnosing the problem Use open-ended questions to get as much information as possible Open-ended questions will illicit more than a yes/no response

Field Services Hi5 (5 Essential Behaviors) Essential #1 Build Rapport Activity / Discussion Discussion: What does the customer experience when we do not respond or react to what they are saying? What are your personal strategies to build rapport on every call? Commitment Before you leave, jot down your answer to the question below. What is the one (1) commitment I need to focus on, to ensure I perform the behavior every time? Next Hi5 Session, we will review Be Informative

Field Services Hi5 (5 Essential Behaviors) Essential #3 Be Informative To impart knowledge onto someone else, you have to have the wisdom and knowledge yourself in order to do so! - Apostle Paul Be Informative Explain all the aspects of the job Provide the customer with a play-by-play on what s going on and why you are performing each step Don t be out of sight more than 15 minutes without providing an update Know your audience and explain at their knowledge level

Field Services Hi5 (5 Essential Behaviors) Essential #3 Be Informative To impart knowledge onto someone else, you have to have the wisdom and knowledge yourself in order to do so! - Apostle Paul Be Informative Set time expectations Customers are given a 2-hour window and sometimes expect work will be performed within that time On installs and TC s, give an ETA of a projected time on the job Update customer throughout the appointment Keep engaged and match the customers speed and ability to understand the details of the work being performed

Field Services Hi5 (5 Essential Behaviors) Essential #3 Be Informative Activity / Discussion Discussion: How can being informative, help you fully perform your job, and provide the customer with A Great Cox Experience? What are your personal strategies to be informative on every call? Commitment Before you leave, jot down your answer to the question below. What is the one (1) commitment I need to focus on, to ensure I perform the behavior every time?

Field Services Hi5 (5 Essential Behaviors) Essential #4 Demonstrate Respect One of the most sincere forms of respect is actually listening to what another has to say. Bryant H. McGill AMERICAN AUTHOR, APHORIST, SPEAKER, AND ACTIVIST Demonstrate Respect Wear Booties every time. Regardless of what the customer says, have a fresh pair available and replace as needed. Be aware of your surroundings. For your safety and the customer s, be aware of dangerous or hazardous situations, expensive furnishings, and the customer s personal items. Do not walk across customers yard when approaching the house, take the extra seconds to use the driveway or walkway. Clean up any mess you made. Take 5 minutes at the end of each job to walk the site and ensure it is complete inside and out.

Field Services Hi5 (5 Essential Behaviors) Essential #4 Demonstrate Respect Activity / Discussion Discussion: What are some interesting war stories that you have encountered and how were they handled? What would you do differently if you encountered this same situation again? What are your personal strategies to demonstrate respect on every service call? Commitment Before you leave, jot down your answer to the question below. What is the one (1) commitment I need to focus on, to ensure I perform the Demonstrate Respect behavior every time?

Field Services Hi5 (5 Essential Behaviors) Essential #4 Finish Strong We shall neither fail nor falter; we shall not weaken or tire...give us the tools and we will finish the job. Winston Churchill Finish Strong Summarize the conversation Repeat the reason for the call and the conclusion of your actions Confirm resolution Ask questions Ask if you ve addressed the reason for the call and determine if other questions remain Is there anything else I can help you with? Have I addressed all of your needs today?

Field Services Hi5 (5 Essential Behaviors) Essential #4 Finish Strong We shall neither fail nor falter; we shall not weaken or tire...give us the tools and we will finish the job. Winston Churchill Finish Strong Convey ownership and willingness to help Give the customer your card and let them know that you will be available for follow- up to ensure services are working properly and they are happy with The Cox Experience Thank and acknowledge the customer Smile Thank him/her for calling

Field Services Hi5 (5 Essential Behaviors) Essential #4 Finish Strong Activity / Discussion Discussion: How will the customer react to your closing? What are your personal strategies to finish strong on every call? Commitment Before you leave, jot down your answer to the question below. What is the one (1) commitment I need to focus on, to ensure I perform the Finish Strong behavior every time?

Cox Virginia HRD Understanding the Customer

Understanding the Customer Agenda Introduction Purpose / Benefits Review the 4 Personality Types

Introduction 1. What is Understanding the Customer ? 2. How will it work? 3. Why will it work?

Purpose / Benefits Benefits include: Improved NPS scores for the department with an overall attainable goal of 57% by 12/31/2016. Purpose UHTs will have the ability to customize customer experiences based on the 5 Essential Behaviors while utilizing the tools of the four personality types.

Understanding Your Customer The 4 Personality Types

Personality Characteristics Driver Goal-oriented Impatient Demanding Opinionated Decisive Independent Competitive Needs to control Fast-paced Fact-Finder Cautious Logical Detail-oriented Methodical Technical Critical Persistent Risk-averse Needs to be right Socializer Helper Reactive Talkative Persuasive Excitable People-oriented Unrealistic Emotional Needs recognition Possessive Stable Risk-averse People-oriented Soft-hearted Change resistant Supportive Needs attention

The 4 Personality Types Fact-Oriented Slow Fast People-Oriented

What is your type? Fact-Oriented Slow Fast People-Oriented

Relating to a Fact-Finder Be systematic, logical and prepared (EB #1 Be Prepared) Be ready to answer many questions (EB #2 Build Rapport) Provide details and options (EB #3 Be Informative) Avoid lots of small talk (EB #2 Build Rapport) Do not rush them (EB #4 Demonstrate Respect) Finish Strong!!

Relating to a Driver Be confident and organized (EB #1 Be Prepared) Use their time efficiently (EB #4 Demonstrate Respect) Center conversation around their needs (EB #2Build Rapport) Be brief don t provide lots of details unless asked (EB #4 Demonstrate Respect) Keep the conversation moving at a brisk pace (EB #4 Demonstrate Respect), (Build Rapport), (Be Informative) Suggest options and let them decide (EB #3 Be Informative), (EB #4 Demonstrate Respect), (EB #2 Build Rapport) Finish Strong!!

Relating to a Socializer Get them talking about themselves (EB #2 Build Rapport) Do not hurry the conversation; they enjoy talking (EB #4 Demonstrate Respect) Develop a relationship (EB #2Build Rapport), (Demonstrate Respect) Be entertaining; they get bored easily (Build Rapport) Focus on personal benefits (Demonstrate Respect), (Build Rapport) They are excited by the new, different and novel (Be Informative) Finish Strong!!

Relating to a Helper Spend time building trust and rapport (EB #2 Build Rapport) Fully understand their personal preferences (EB #2 Build Rapport), (EB #4 Demonstrate Respect) Assure them that risks are minimal (EB #2 Build Rapport),(EB #4 Demonstrate Respect), (EB # 3 Be Informative) Don't rush them; offer your personal warmth and support (EB #2Build Rapport), (EB #4 Demonstrate Respect) Talk about other friendly relationships with other customers (EB #2 Build Rapport), (EB # 4 Demonstrate Respect) (EB #3 Be Informative) Finish Strong!!

Conclusion Understanding the Customer Our new 2016 Universal Lead Measure: On 90% of customer contact jobs, describe a benefit or feature of GAD, Gigablast, or Contour 2. Every team in HRD Field Ops has 2 lead measures that we utilize to influence our overall NPS results. Each team has chosen their own specific 2nd lead measure as a result of the teams combined decision. When merging both the qualities of the 5EBs and Personality types, UHTs will be armed with additional resources to help influence and cater their communication styles. Creating great customer experiences will in turn produce great NPS results for our department. Questions???