Notes

EID: 539638
FX Day 2
Opening Spiel: Thank you for calling AT&T, my name is Rica. How can I help you today?
AER: I really do understand that your phone is not working the reason why it has no dial tone. No worries, I can definitely help you with that.

Verification
- Name and Pin
- Wrong Pin/ forgotten Pin - Send One Time Pin

Once again, my name is Rica, if ever our call got disconnected what is the best number to reach you?
- If the phone number is not the same on the profile ask if they want to update their phone number on their profile.
- If the phone number is updated, please provide CVR.

Probing Questions:
(Open Ended Questions)
- Can you tell me more about what you are doing with the TV before it happened?
- Can you tell me more what you are seeing on the screen?
- What type of phone are you using?

(Scenario's)

I can't connect to my internet.
- When did the issue started to happen?
- Is this the first time or has this happened in the past?
- can you please tell me more about the issue?
- Have you tried rebooting the modem?

My Tv is not working.
- Can you tell me more about what you are doing with the TV before it happened?
- Can you tell me more what you are seeing on the screen?
 
My email is not working.
- Can you tell me more what exact you are doing on your email before it happens?
- Can you tell me more about what you are seeing on your screen.

Can't watch my favorite show on my tablet.
- Can you tell me more about are you seeing on your screen?
- Is this the first time you experience it?
- Is your tablet connected on your wireless internet?

Effective Empathy Statement
For Neutral- I see / I understand
For Positive - I'm glad / I'm happy/ That's Great
For Negative - I'm sorry/ I deeply understand / I can really feel

Effective Acknowledging
- Paraphrase the customer's concern
My internet is not working.
"I understand that currently there is some trouble with your internet."
"I understand that you are unable to use your phone currently and I can relate to that. No worries, I can definitely help you with that."

++ BEWARE OF INTONATION ++

Basic Technical Troubleshooting
Residential Gateway (Modem)
DDCA
Describe - Direct - Confirm - Acknowledge

US Holidays and weather conditions

AT&T Dispatch Process (Technician will be sent to the Customer's location)
Dispatch Essentials - Dispatch Disclosure read it verbatim.
Appointment Window
- Schedule Available/ Give the earliest or the next day appointment. Ask the customer if they are good with that.
- Repair time 2-4 hrs. once the technician arrives.
- Contact Person and contact number. (Should be 18 or 21 years old)
 
Dispatch Pre-Appointment
Crista, kindly allow me to read the Dispatch Disclosure and if you have any questions, I'll be happy to answer it for you after I read the disclosure. Is that okay with you?