Notes

Issue:Cx is not able to access emails.
Compromised Account

Caller’s Name:

Phone No:

Email Address:

Best Callback No:

Verified By: Method of Payment

Resolution:Informed the cx that the account is compromised.
>gave the pw criteria and asked the cx to set a new password
>took the new password and updated on the account
>Gave the time frame to the cx
>Helped the cx to update the new password on all the devices where he has configured EarthLink Email Address
>Asked the cx to run a security scan on all the devices and check for threats.
>checked for the email forwarding
>Informed him that If threats are found remove it change the pw again and update the pw on all devices. If threats are not found,
he can leave the account as it is.

DELETED THE SUPFLY POPUP

Access disclaimer: NA

Password disclaimer: YES

Pitched for VAS:YES

Name of Product Pitched: _______ , Customer agreed – Yes


Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
___________________________________________________________________________________________________________________________________
Issue:Cx is not able to send and receive emails on computer.

Caller’s Name:

Phone No:

Email Address:

Best Callback No:

Verified By:

Resolution: Asked the cx whether its on email program or webmail.
Cx uses webmail. it says sent mail error cannot send message please try again later
>Checked with the previous notes and found that since the account was compromised and he got his password
changed the last time when he called EarthLink, he needs to wait till 12 noon tomorrow

>cx uses email program
>helped the cx with settings and asked the cx to send a test email
>asked the cx to send test emails from all the devices
>cx is able to send/receive email from all devices

ISSUE RESOLVED

Access disclaimer: NA
Password disclaimer: Yes
Pitched for VAS: Yes
Name of Product Pitched: ____MES____ , Customer agreed – Yes
Read the disclaimer and added the product on the account
500MB - $1.95 pm
2000MB - $3.95 pm
3000MB - $4.95 pm

cx did not agree
overcame the objection
Cx denied

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
___________________________________________________________________________________________________________________________________
Issue:

Caller’s Name:

Phone No:

Email Address:

Best Callback No:

Verified By:

Resolution:

Access disclaimer: Yes / No

Password disclaimer: Yes / No

Pitched for VAS: Yes / No

Name of Product Pitched: _______ , Customer agreed – Yes or No

Reason for not pitching for the sale:

Agent Name:

___________________________________________________________________________________________________________________________________