Notes

Thank you for calling Linksys! My name is _________. Is this your first time calling?

Name:
Phone #: ---- Should you call us again, you can use the phone number as means for us to pull up your record.
Email @dd: ---- For Quality Assurance purposes, you may be selected to receive a survey regarding your service experience.


"To start off, may I have the Model and Version number of your Linksys device?
Model #:
"To validate the entitlement status of Linksys device, may i have your serial number please?
S/N:

How may I help you today? ☺

Acknowledge ---- Empathize ---- Probe ---- Paraphrase ---- Assure
*Probable Cause - Transition*

∙Entitlement Status∙

☺Warranty☺ "The system shows that your device's Warranty will expire on *Date*"

"That means you're entitled to get complimentary phone support for manual troubleshooting over the phone for the remainder of the warranty. I'll provide you with instructions on how to (Troubleshooting steps). Normally, it takes around 35 minutes to resolve this type of issue."

"The second option is our Direct Connect Offering which is a remote access service where I can securely connect to your computer and do the troubleshooting for you. Most customers prefer this option because it increases our ability to resolve the case, it eliminates the need for me to ask you questions & then relay troubleshooting steps, and , because you can see what I am doing, it gives you the opportunity to learn about the features of your product. While there is a fee for this, it is 100% refundable if I am unable to resolve your issue. So, would you prefer the Manual Troubleshooting or the Remote Access?"

"Per incident is for $9.99. Is this going to be a Visa, MasterCard, or AmEx?"
"The Unlimited is just for $19.99. Is this going to be a Visa, MasterCard, or AmEx?"

☻w/o Warranty☻ "The system shows that your device is beyond the complimentary assisted support period since *Date*"

∙30 Sec Fix∙
" Usually we will discus the paid options. Since what you need today is some information, I can assist you for free. If we get to a part that you'd need to change some settings on your router, I'll explain the options so we can proceed to troubleshooting."

∙PC/PC6∙
"I can help you today with a single-incident assisted support and remote access plan. You can monitor the resolution within a 14-day grace period for $29.99."

"The second option is the 6 Months Unlimited assisted support with remote access because I can help you (Issue/Concern) today plus you get better security knowing that you have a 24/7 dedicated technician at your convenience."

*Great choice! Before we proceed, let me just check on some pre-qualification steps so that you won't waste your time and money with this.*
-Physical Connections
-Router's GUI

∙LTR∙
"...although as your Technician, having assessed the devices connected to your network and considering your online usage pattern, I'd recommend a more reasonable investment for a brand new device..."

▬Troubleshoot▬