CALL SCRIPT

"Hi! Thanks for calling 23andMe. My name is , how may I help you?"

I'm sorry to hear that you didn't_____ oh im so sorry to hear that but don't worry i'll be more than happy to assists you today.

Alright for me to continue assisting you may please have your fullname? alright thank you so much for that info. How about your email address?

Just to make sure i got it correctly (repeat the email address that the cx provided)

Alright! let me verify the information here in my resources. Is it ok if i place this call on-hold for a minute or two?

Just to add some security and for verification purposes can you please login and log out? and let me know once your done ok?

(CHECK THE ACCOUNT)

pull up macro

CLOSING SPIEL: Is there anything else i can assists you with? Thank you for contacting 23andMe. Have a great day!

RESET PASSWORD: I already provided the reset password on your email can you please check your email address account that you have provided and please let me know if you have difficulty with the process so that i can assists you further.

CALLBACK REQUEST SPIEL: Hi my name is YOUR NAME calling you back from23andMe. Before I proceed with the call, I would like to let you know that this call is recorded for QUALITY and TRAINING purposes. May I know who I am speaking with (CX NAME)? How can I help you?

I will be forwading this to our speciali team to further assists you. you can expect a ff email within 3-5 business days.

Warm transfer spiel

Hi My name is _______________. I have a ticket number here ___________. I have here a cx (Reason for Escalation) I already got or provide information of what you have gathered already. Can u assist this one?

SURVEY

-Right after this call you might receive a survey about the quality of support that I provided and any feedback is highly appreciated.

It seems that you do have health upgrade according to our records you upgrading to see the health reports.

PHONE SCRIPT: It is possible that your account may be linked to your Google/Apple account, so you may want to try logging in by clicking "Sign in with Google/Apple"

GHOST SPEIL Since I am not hearing any response on the other line, I am force to end this call. Kindly call us back with your most convenient time. Bye for now.

VOICEMAIL SPIEL Hello, this is 23andMe Customer Care returning your call back request. Since we weren’t able to reach you, you can call us back at 1-800-239-5230. Our Customer Care Team is available Monday to Friday from 6am to 5pm Pacific Time, and Saturday from 8am to 4pm Pacific Time. Goodbye