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Confirm Issue. (Pop Up)
Confirm on which Device the Cx is seeing the Message.
Personal or Official Use?
Install Ultra Viewer. (Guide Cx on How to Install Ultra Viewer. Need to know the Steps)
Run cmd for Hack Message. (Need to know the Steps)
Give Assurance to get rid of the Hacker and Clean the System.
Request not to use any other Device other than the PC/Laptop and Switch of the Others.
Request to Check for any Issues in Email Account, Social Media Account and Bank.
Take Screenshots of Bank Balance and Recent Transactions.
Assure the Cx that another Scan and Refresh is happening to Clean the PC/Laptop IP Address to get rid of the Hacker. (Need to know the Steps)
Educate about Security Measures that we should take for the Email and Social Media Accounts. (Suggest to Change Passwords initially and Security Questions, if Possible) But First we should secure the funds.
Request Bank Official Number and Insist on Calling them from your Secure Line.
Transfer to Banker. (Inform the Cx we will Connect back after the Conversation with the Banker & Continue to Process the Refresh Scan for Cleaning the PC/Laptop. Post which we will Process the Account Changes that we need.)
(After Banker Convo.) Take over the Call and guide for the Rest of the Scan and inform Cx that the Process is Complete and System is Hacker free. Can use other Devices.
Keep the Cx Assured whenenver needed.
Personalize with the Cx.
Encourage the Cx to Secure the Personal and Financial Information as soon as Possible regarding it as High Priority.
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