CALL FLOW - 1 SUSPENDED

Opening spiel -

Thank you for calling HP Customer Support. My name is Fiercie. May I have your full name, please?

Okay. {CX NAME} How may I help you?

If: vague concern like cancel sub:

{cancel subscription} I understand you want to cancel the subscription. May I know the reason why?

-------------AER-------------- {If they cant print}

Thank you for contacting about this concern. I understand that you are _____ right now. Rest assured I'm here to help you resolve this today.

Paraphrase - ---yes--

Verification

---EMAIL---- Before we start can you please provide your email address associated with your hp account? ---CALLBACK NUMBER--- just incase i need to call you back can i have your best callback number?

------ Rapport -------

While i was pulling your account, May i know do you have any plan this holiday?

------- OCCP ------: Just to set your expectations, this process might take 5-10 mins. Will that be fine with you?

Probing

Billing > printer model >

-----Proper hold-----

May I put this call on hold for 1-2 mins in order for me to properly check your account.

Thank you for patiently waiting. So as what i can see..

Resolution ...

As per checking your account, it was Suspended due to your outstanding balance so you can't use your printer but it doesn't mean that we have control of your printer. It's just that you are under our instant ink subscription and the cartridges that we send to you are part of it so if your account is suspended, you cannot print using the HP instant ink cartridges. If you want to print without subscription, you can still use regular ink cartridges that you can buy from the store.

But of course we can fix this by paying your outstanding balance, you can use again you printer.

WALKTHROUGH HP.INSTANTINK.COM

If: resolved Is there anything else I can assist you with today?

It is my pleasure to help you out today.

-----A.I.P----

Thank you for being part of HP Instant Ink ! We’ve noticed that your current printer is no longer under warranty, and we have a fantastic offer just for you. With our HP All-in Plan, you’ll receive: A brand-new HP printer at no extra cost The convenience of your HP Instant Ink subscription 24/7 live support whenever you need assistance. An unlimited warranty for complete peace of mind This plan is designed to give you reliability, convenience, and unbeatable value — all in one package. Let me share more details about how the HP All-in Plan can make printing effortless for you. If you don't mind I have sent you an email.

Recap

I'm glad I was able to fully resolve your concern by -----. (helping you update your payment method) (cancel your subscription) I will be sending you as well an email with case reference number along with our website and phone number 1-855-785-2777.

Closing Once again, thank you for calling HP customer support, this is Fiercie, have a wonderful day.