Notes

Predefine

Can I have your support code for authentication?

You can generate your support code by following the steps provided on the support page below.

http://www.netregistry.com.au/support/support-code-authentication/


Can I have your support code for authentication?

You can generate your support code by following the steps provided on the support page below.

http://www.tppwholesale.com.au/support/generate-a-support-code/


How to cancel subscription services:
http://www.netregistry.com.au/support/how-to-cancel-subscription-services/

How do I cancel web hosting and email services?
http://support.tppwholesale.com.au/articles/reseller/how-do-i-cancel-web-hosting-services/?q=Cancellation&fs=Search&pn=1

- I'm sorry to hear about the domain. Let me check it out for you.
- I'll de delighted to help you with this
- I'm sorry to hear about the issue, let me have a look a it for you.
- let me check this one for you
- It will be my pleasure to assist you.
- let me assist you with that
- Can I have the domain name in question please?
- Thank you for providing those details. How can I help?
- I'm sorry to hear that Margrete. Let me check it out for you.
- I'm sorry to hear that Margrete. Let me see what I can do to assist you.
- I'm sorry for the confusion Margrete, let me verify this one for you.
- I apologize for the inconvenience Margrete, Let me see what I can do to assist you.
- This is taking a bit longer than expected, can you give me a few minutes more?
- I still need more time here, can you give me a few more minutes?
- This might take longer than the usual, can you give me a few more minutes?

- Can I have the last 4 digit of the credit card that we are suppose to use and its expiry date please?

- I've sent a password reset email to the primary email address on the account. The email contains your account reference/username and the link where you can enter a new password.

- Backorder service is a service where we monitor the domain for you for a year and once the domain is available for registration during that year, we will register it using the payment you've made and the details that you have provided. Please be reminded that getting a backorder service does not guarantee you that you will get the domain.

Authenticated client, added records and advise 1-2 hours for propagation.

Authenticated client, updated name servers and advise 2-4 hours for propagation.

apologize for the inconvenience and advise client to send email to support@ for further investigation.




cPhulk----

- Can you please go to the link below and let me know the IP address that you can see.

http://ipchicken.com/

- Upon checking, your network IP address was blocked due to multiple failed login attempts to account [email protected] (IMAP/POP) This is the reason why you are unable to access both email and cPanel.

- I will need you to put your email application into offline mode and let me know once completed so that I can unblock the IP. After I unblock the IP address please wait for 10-15 mins before you check your cPanel and the password of your email and update it from the email application.


Closing----

- Thank you for contacting us for assistance. If you have any other queries, please feel free to start another chat session.

- You're welcome and thank you as well for contacting us for assistance. If you have any other queries, please feel free to start another chat session.

- You're welcome.Is there anything else I can assist you with?

- You're welcome.Do you have any other questions or concerns I may be able to help you with?

- You're welcome. Thank you for contacting us for assistance. If you have any other queries, please feel free to start another chat session. Have a great day/ evening.

- You're Welcome.Thank you for contacting us for assistance. If you have any other queries, please feel free to start another chat session. Enjoy the rest of the day!

- I believe you may have gotten disconnected from our chat as I haven't heard a response from you for several minutes. I'll be ending this chat session now so that I may attend to other customers. If you require any further assistance, please feel free to begin a new chat session.

Have I addressed all of your concerns for today?

Misc spiel---

-I’m not sure, but let me find out for you
-I just wanted to let you know that we are still investigating the problem. We don’t have a solution yet. I will email you as soon as we have found the bug
-I’m sorry for the delay on my part. I am pulling up your account details. Please allow me another minute. I’ll be back with you right away

-Upon checking, your domain is under TPP Wholesale. We have a different department who handles TPP Wholesale concerns. Please contact them at:

Create a case ----

The issue you are experiencing at the moment cannot be resolved via live chat alone. Investigating this issue further requires more time and detailed troubleshooting which live chat operators are unable to do.

Please understand that I can assist you with most support related inquiries and can quickly direct you to helpful technical support articles however the live chat communication channel is not conducive to troubleshooting complex technical concerns.

Your specific concern requires a more detailed investigation and will need to be looked into by one of our technical support staff. I ask that you please submit a ticket to them via the following URL :

NR Support: http://www.netregistry.com.au/forms/ticket/
NR Accounts: http://www.netregistry.com.au/forms/accounts-billing/
NR Support: http://www.netregistry.com.au/forms/reseller-support/
NR VPS: http://www.netregistry.com.au/forms/vps-support-enquiry/
Zip: http://www.ziphosting.com.au/forms/support-enquiry

*I'll be creating a case for you regarding this and will reply to you via email for instructions on how we can resolve the issue.

*I'll be creating a ticket so we can further investigate the concerns you have reported. Please provide us best contact email we can reach out to you.

*I'll be creating a ticket so we can further investigate the concerns you have reported. Please expect an email at XXXX for further information about this investigation.

*Your support ticket # have already been escalated since the concerns you've raised requires further review by our senior technical support staff. I've followed up with them regarding this issue for further review. They will get in touch with you as soon as they have an update regarding the problem.

May I have an email address that we can best contact you?

DNS----

Kindly allow propagation time of approximately 2-4 hours before changes will start working.

Your domain -- is currently delegated to name servers: -- . These name servers doesn't belong to us. Please be reminded that Zone Records like MX, A, CNAME, TXT etc. are modified under which the name servers are pointing.

You will need to contact the company who owns these name servers for further assistance.

Please be reminded that removing the current name servers will make your email and hosting attached with these name servers to stop working.

Refreshing the internet browsers cache can help to display the changes if they're not automatically visible after 4 hours. To do that, all you have to do is Press CTRL-F5 (PC) or CMD-R (Mac).”


Assurance---

I really appreciate your time and patience. It is my assurance to you that your concern will be resolved at the quickest
I appreciate your patience on this
I can certainly help you
I can check that for you
I definitely will make sure that it gets sorted
I assure you I will try my best…
I will ensure that…
Sure I will certainly look into it

Empathy---

I understand the inconvenience you have faced…
I completely understand the reason why / your situation…
I’m sorry for the inconvenience that you have faced, what I can do for you is..