Educating on Troubleshooting Importance  

“Before we schedule a service technician, we always go through a troubleshooting process together. This step is very important because:

It helps us identify if the issue can be fixed immediately without waiting for a technician.

It saves you time and avoids unnecessary service charges.

It ensures that if a technician does come out, they already know the exact problem and can bring the right tools and parts.”


Reassurance & Collaboration  
“I’ll guide you through each step, and it won’t take long. Many issues are resolved during troubleshooting, which means you can get back to normal faster. If we find that a technician is still needed, we’ll have all the details ready for them.”

Transition to Action  
“Let’s start with a quick check on [specific device/system]. Could you please confirm if… [insert first troubleshooting step]?”

Closing if Resolved  
“Great news! It looks like the issue is resolved. I’m glad we could save you the wait for a technician. If you notice the problem again, don’t hesitate to reach out.”

Closing if Technician Needed  
“Thank you for working through the troubleshooting with me. Based on what we found, I’ll go ahead and schedule a technician visit. Because we’ve already identified the issue, they’ll be better prepared to fix it quickly.”

Hi, this is Cheenee from Samsung Canada Support. Please reply to this text with your;

First and Last Name:
Serial number :
Model number:
Phone Number:

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ASC Contact Script

Any time a repair ticket is created, and agents advise that the ASC will be in contact with them, agents are NOT to promise a timeframe (ie. 24~48 hours), and instead provide the below script once ticket is created:

"Thank you for your time with me today [Customer name], I have assigned your ticket to the service center, [ASC name]. Their phone number is [ASC phone number] and they will be in contact with you shortly."

If the customer asks for a specific time, do not give them a number and instead say

"The service center will contact you within a timely manner, but feel free to reach out to them any time using the number provided"