SCRIPT

Hi, Thank you for calling Samsung Canada . This is Cheenee How may I help you today?

Hi, this is Cheenee from Samsung Canada Support. Kindly attach the video or picture by replying to this text. Thank you

Hi, this is Cheenee from Samsung Canada Support. Please reply to this text with your serial number and model number. Thank you.

Hi this is Cheenee from Samsung Canada Support this is the nearest service center in your area you may contact them to set an appointment for technician visit. Hello [Customer Name],

To better assist you, we require your permission to collect your information via SMS. If you consent to Samsung collecting your information, please verbally indicate "Yes" or "No".

Thank you, Cheenee

Yes, we can send a technician to check and repair the unit. Please note that if the technician finds the unit has been damaged due to physical or cosmetic issues, additional charges may apply. Such cases are not covered under the warranty.

FOR 2K /RESOLVE SURVEY SPIEL “We’d love your quick feedback—it only takes a minute! If you had a great experience, please reflect that with the highest score of 10. Your positive response helps us celebrate our team and keep improving. Thank you for your support—Samsung Canada looks forward to serving you again!”

Would you like to take part in this short survey today?

Thank you for confirming. So here's what we'll do. Would it be fine if I will be sending you a text message containing a link so we can do a one-way video call? With this, I will be able to see your unit and guide you step by step with the troubleshooting. Great! There will be a brief survey after this call, asking on how I was able to help you today. I'd appreciate your feedback. You're very much welcome. Is there anything else that I can be of help for you today?

I understand how inconvenient this is for you. I'll do my best to help you. Before we proceed, can I get your first and last name as well as your phone number? Thank you for confirming. So here's what we'll do. Would it be fine if I will be sending you a text message containing a link so we can do a one-way video call? With this, I will be able to see your unit and guide you step by step with the troubleshooting.

HRM SCRIPT:

"To ensure everything is running smoothly, can I recommend running a virtual diagnostic? This will help us determine if any service is needed. Would you like to proceed?”

Script for Customers Who Refuse Troubleshooting

This is only for customer who refuse to do troubleshooting

Script 1 (to be used first): "[Customer name] Many concerns can be resolved within minutes without the need for a service visit. If a visit is necessary, we can identify the required parts in advance, minimizing delays. Please keep in mind, without this step we are unable to create a repair ticket."

Script 2 (to be used if customer pushes back on script 1 above): "[Customer name] To send a certified technician with the correct parts, we need to troubleshoot your concern first. This ensures an efficient repair and avoids delays."