Shared note

Op:

Good morning- Welcome to LG Customer Service, my name is Del how can I help you?

Reply to cx concern:

Thank you for letting me know about your ___. {Optional: I'm sorry to hear that and it is not our intention to make you feel that way; but} Rest assure that I am here to assist you on this.

Data Gathering:

Before we proceed may I ask questions for security and verification purposes, {Optional; is that all right}?

Thank you, may I ask for your postcode

Your surname please?

May I get your current contact number?

And your active email address?

May I also ask for your first line of address?

Happy Exp (ask along with data gathering):

Are you happy for LG to contact you via email about our goods and services this includes our product launches, special offers and future promotions). Which we think may be of interest to you?

Are you happy to receive satisfaction surveys regarding any of your repair experiences via Phone, Email and SMS?

You are able to opt out at any time by contacting us directly.

After cx giving details for data gathering (assurance & emphaty):

Thank you for the details, to confirm that {cx concern} am I right? Rest assure that I can assist you on this matter. {Optional; May I ask if you are nearby to the appliance? (but always confirm if cx is nearby on the appliance in order to TS)} (if cx not home/near appliance, offer callback)

Product data gathering:

In order to identify the main cause of {appliance problem}, may I ask few details regarding on the appliance?

Thank you, may I get the model number? Great

May I get (appliance) serial number as well? (If cx ask where to find SN offer this statement; which is also indicated same place where the model number is)

(Confirmation: I'm sorry I didn't hear it quite clearly may I ask for it again?)

When did you buy the (appliance)?

Lastly is where did you buy it?

Brilliant, (PROCEED TO TS)

If TS worked:

That's wonderful, I'm glad that your (cx appliance) is working fine again.

IF TS METHODS DIDNT WORKED OUT PROCEED TO SCHED A SERVICE FOR AN ENGINEER:

Since our troubleshooting methods didn't worked out but don't worry because we'll be booking a engineer that will call you within two (2) working business days and will go to your address in order to fix the appliance.

COVID Questions (THIS IS REQUIRED IN ORDER TO BOOK A SERVICE/ENGINEER)

Have you or anyone in your household had to seek medical advice resulting in them being advised to self-isolate, as a result of a potential coronavirus contact?

If YES then please ask the customer to make contact once they have been confirmed as clear from any virus symptoms.

Aside from this, is there anything else I can help you with?

Recap:

To recap our call, you've called for {CX CONCERN} {TROUBLESHOOTING METHODS AND RESOLUTION}

Survey:

Thank you, before I end the call would you mind participating in a short survey that rates me on how I have helped resolve your query and in order to improve our services.

End:

Thank you for calling LG Customer Service, this is Del, be safe and have a great day ~