Notes
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Hello. Welcome to Adobe Membership Services. My name is X. How may I help you
today?
Sure, I can help you with that.
May I have your email address to pull up the account.
May I have the name on the account to validate.
Phone Number Collection
Applies to phone support only.
Scenarios:
· If the account auto-populates, do not ask for the phone number or verify the last 4 digits
· If the account does not auto-populate, and there is no phone number present on the account use the following script:
"While I pull up your account, may I have your phone number to make it easier for us to locate your account the next time you contact us?"
· If the account does not auto-populate, and there is a phone number present on the account use the following script:
"While I pull up your account, may I verify your phone number? Our records show a number ending with [give last 4 digits of phone number]. Is that still your current number?"
In Retentions Scenario ::
May I know why do you want to cancel? (if reason not already provided)
Hold Process::
Permission
Reason
Duration
Thank the Customer for staying on hold.
Offer Further Assistance::
Is there anything else I can help you with?
Closing Script::
You are going to receive a customer satisfaction survey. I would appreciate it if you fill it out.
Thank you, goodbye!
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