How to Answer: How would you help a Cox customer with no dial tone on their home phone?
Advice and answer examples written specifically for a Cox Communications job interview.
4. How would you help a Cox customer with no dial tone on their home phone?
How to Answer
The interviewer is looking for evidence that you have some common sense when it comes to minor troubleshooting. If a customer called in from their cell phone claiming they do not have a dial tone on their home line, what steps would you take to help? Be sure to display your excellent customer service skills in your response.
Written by Rachelle Enns on May 21st, 2019
1st Answer Example
"If a customer had no dial tone, the very first thing I would check is if there were any reported outages in their area. I would then ask them to double check that there are no phones off the hook in the home. Next, I would ask them to make sure all cables were properly connected. Lastly, if the customer had a cordless telephone, I would ask them to change the battery or hang the phone up to get a fresh charge. Generally speaking, these are the primary culprits to the no dial tone issue."
Written by Rachelle Enns on May 21st, 2019
2nd Answer Example
"Although I am not familiar with home phone troubleshooting, I believe the first logical step would be to make sure there were no current outages in the customers' area. After checking for outages, I would ask the customer to make sure their cordless phone had ample battery power, or that their wired phone was plugged in all the way. If these actions did not solve their issue, I would dispatch a technician as soon as possible."
Written by Rachelle Enns on May 21st, 2019