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 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?
(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)
* 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 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 chat/call got disconnected so that we can call you back
* Thank you for cooperating with me

(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 finding the serial number 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?

(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)

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



(Handy )