Notes

Call flow
(Opening spiel)
* Thank you for contacting Google. This is ___. May I have your first and last name please?
* Would you mind if I call you by your first name?
* May I have your updated email also
* To avoid some confusion on my end would you mind if you spell out your name for me please?
*Thank you for providing me with the information!
*How can I help you out today?

(SO LET ME CLARIFY YOU'RE HAVING AN ISSUE )

(Emphatize) I understand that you're having an issue regarding the ( ) rest assured that i can provide you the assistance that you need.

( Account Authentication)
* It seems like your account is not yet authenticated
* Before we proceed I just need to verify your account for security purposes and in order to verify you. Do you have an extra device with you where you can open a website?
(WEBSITE) *Kindly go to this website. g.co/verify
*Sign in, and then it will ask you, Did you contact Google Support? Kindly choose Yes button to verify.
(SMS) * I will send you a message with a verification code through the sms . Would you like me to send the code now?
*Once you receive it, read the confirmation code back to me so I can verify it and you'll be authenticated!
Wow great! Your account is now authenticated!

( Verify)
Just to make sure the information we have here is updated, please confirm if the details below are correct.
Last Name: Email Address:
Btw (___) May I have your updated phone number in case this call got disconnected so that we can call you back
* Thank you very much for cooperating!

(HOLD THE CALL)
* In order for me to check my resources, would you mind if I put the call on hold for about two minutes?
(FIND THE CORRECT KB IN THE RESOLUTION CARD)
* Do you mind if i put the call on hold for about 2-3 minutes, while i look into your issue further?

(PROBING QUESTIONS)
*Would you mind if i ask you a set of questions to further understand your concern ?
*Would you mind if i ask you questions in order for me to provide you a resolution?
* WHEN DID THE ISSUE START ?
* Do you know what the serial number of your device is ? / Can I have your serial number please?
* Can you tell me more about what happened? / What's the error message / What have you done so far to resolve it? / Where did you purchase your device? / What is the status light of your device


( GNEST ADMIN) (SERIAL NUMBER)
* I actually have a tool here where I can check the information of your device diagnostic information. So instead of doing it on your end, I can do it for you, So You'll receive a notification or email about allowing me access to your device's diagnostic information. This access will only last for 90 mins. If you are comfortable with it, can you please grant me access to it?


* Thanks for clarifying the issue. There's something that I need to check with one of our tools. You'll receive a notification about allowing me access to your device's diagnostic information. This access will only last for 90 mins. If you are comfortable with it, can you please grant me access to it?


(PERFORM TROUBLESHOOTING)
* I have here the troubleshooting steps already. I just want you to follow the instructions that I will tell you. And kindly inform me
*May I know what part of the steps you are confused about?
* Are we on the same page?

( RESOLUTION)
(GNEst utilization)
(CLOSING SPIEL)
* Perfect! I'm happy that we resolved the issue together! Is there anything else that I can help you with today?
* There's a short survey coming up. Google would appreciate your feedback about your experience today.
*Thank you for contacting google. This has been ___. Have a great day!/ Stay safe!

(TRANSFER CALL)
* Would you mind if you tell me the details first before i transfer the call to my supervisor.
*I can gaurantee that my supervisor and I have undergone the same training and allow me to help you first before i transfer the call to my supervisor.

(ESCALATE CALL)
* Thank you so much for your patience. I want to assure you that this is a top priority, and I’m escalating the issue to THE HIGHER DEPARTMENT. You can expect an update from us within 24 hours. I’m truly sorry that we weren’t able to resolve this today.

(NEST SECURE PHASE OUT)
* I'm so sorry to inform you that the Nest secure device will have an end, since the main goal of Google is to develop even better solutions for greater customer peace of mind and choice, and it is very challenging for Google to continue to update the products given the early hardware and newer, better options available

* I understand that this has caused you an inconvienience and we understand that changing the technology in your home is hard. But don,t worry To show our appreciation and help provide a smooth transition, we will give an exclusive offer for the eligible users for a Self Setup System from ADT on us (up to $485 value) or $200 to use on the Google Store.
*


(Pushback Statement)
*I do understand your concern; however, I can only support you with your technical issue at this time. I’m happy to help you as much as I can but we are unable to comment on legal matters."
*

( How to escalate chat )
* i'll escalate the case to a higher level of support and someone is going to reply to them within one business day.*

( connectivity issue probing question)
* is your lock offline in your nest application? what about in your nest connect?
* (STEP 1) Have you check the service statues of your area if there is an outage
* (STEP 3) Is your application updated?
* ( Is your battery level right now working fine? ( Introduce gnest if custumer don't know how to check )

(SHUTTING DOWN)
* Inform the customer no need to worry we will definently replace it with nest connect with no



(KB ARTICLE)
*https://support.google.com/googlenest/answer/9234075?hl=en&sjid=15645747138928231695-AP#zippy= ( Nest Guard disconnected or offline)

* (Learn about the Nest × Yale Lock’s lights and sounds:)
https://support.google.com/googlenest/answer/9241255?hl=en-SG&sjid=7599268127214819090-AP#zippy=%2Clights-during-setup-and-connecting-to-the-nest-app

* (Nest × Yale Lock installation and setup:)
https://support.google.com/googlenest/answer/9210317?hl=en&sjid=1895159389794199701-AP#zippy=%2Cconnect-your-lock-to-the-nest-app%2Cset-up-nest-connect%2Csign-into-your-account%2Cscan-qr-code%2Cconnect-your-lock-to-the-app%2Ccreate-nest-passcodes

* ( Set up Nest Connect:)
https://support.google.com/googlenest/answer/9248157?hl=en&co=GENIE.Platform%3DAndroid&sjid=156370479669590042-AP#zippy=%2Chow-do-i-set-up-and-install-nest-connect

* [Process] Chat basics:
https://support.google.com/dscc-policy/answer/7099857?hl=en&sjid=16097954796407375984-AP




(CCHAT BASICS)
*Thank you for contacting Google Chat support. This is (name). How can I help you today?
411 ( wait for a 4 minute and then update, 1 minute after update and so for)


(ISSUE0
NEST YALE LOCK (CONNECTIVITY, PAIRING ISSUE)
NEST SECURE ( SHUTTING DOWN, DISCONNECTED OR OFFLINE)
GENERAL QUESTIONS ( SAFETY )


("Outbound greetings)
""My name is… I’m with the Google <Product> Support Team. I’d like to speak with...""
""I’m calling to follow up on our case earlier about...""
“Before we get started, I wanted to let you know that we may collect some personal information like your email address to provide you with support. Also, we’d like your permission to monitor or record this call for quality, training, or to improve Google’s services, subject to our privacy policy available at g.co/privacypolicy. Is that okay with you?”"


(Safety issue)
* MAke sure that you are in a place where you are safe, since it is our top priority
* Kindly call the fire department immediately