Notes
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"Hello. Thank you for calling Adobe Support. My name is _______, how can I help you?"
Listen to the customer's issue, probe & confirm.
Ask for their Adobe ID if required: "May I have your Adobe ID/email address so that I can pull up your account?"
MESSAGING
"Hello, I'll be happy to assist you."
[Add issue type shared & supplement with probing question or resolution steps]
"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?"
"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?"
“We use your phone number to automatically identify you when you contact us.”
"Is this the first time you've called on this issue?"
"I'm going to transfer you now to the Licensing/Install/Technical Support team to solve your licensing/installation/technical issue. May I transfer you now?"
“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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