Shared note

Opening ---Hi! Thank you for calling Uber Support, my name is ________. How can I help you get on the road today?

Verification (FAILED)---- Would you mind providing your full name and date of birth for verification purposes?

Empathy Needed? ----- I'm sorry to HEAR about...... / I understand the frustration about....

Acknowledge issue/Express willingness to assist------- Just to make sure that we're on the same page, you're calling us because of...... / I'll be happy to check that for you. Resolution ...... (Make sure to utilize Salesforce) Recap ...... Aside from your concern about ________. Ask for additional assistance....... Will there be anything else that I can assist you with? Closing spiel ...... I'll let you get back to your day. Thank you for calling Uber Support. Survey spiel.......... "There will be a quick in app survey after the call to rate your overall support experience. "

ok no problem! to get started here. can you please provide me your 1st and last name, date of birth and your email for verification purposes.