GANG

*WEATHER + DAILY LIFE.

-How's your day going so far?

-How are we doing today?

-Are you working from home today or in the office?

-How's the weather there?

*SHOW THAT YOU CARE

-How long has this been going on for you?

-Just so I can understand properly, could you tell me a bit more about that? (e.g billing, intermittent connection)

-Is this the first time this has happened?

-Were on the same team.

-Would you mind it I run through a couple check with you?

-What works best for you - email or callback?

*BRIDG MEMORABLE WORD

-I can see here that your acc is passcode protected can you please confirm the (e.g 3rd 4th 7th) of your passcode.

*CLOSING QUESTIONS?

-Is there anything else I can do for you?

-Have I answered everything you needed?

-Anything else on your mind while I've got you?

*EMPATHY + UNDERSTANDING

-That must have been really annoying for you?

-I can imagine thats been quite stressful, Is that right?

-How long you been dealing with this?

-Would it be alright if I asked you few questions?