OPENING SPIEL: Hi, this is Tiffany from HP II. Can I have your first and last name please? And the number that ends in XXXX is this the best phone number to reach you in case the line get disconnected? Thank you. May I know what is the reason why you called us today? How can I make your day better? EMPATHY: Thank you for bringing this to our attention. Since you have me on the line, I will definitely help you with this concern. I understand where you're coming from, and I will do my best to provide a prompt resolution today. I understand you are frustrated and your time valuable. Rest assured that I am doing my best to resolve your concern as quickly as I can. I'm sorry to hear that. I can imagine that must be frustrating. It will be my pleasure to help you out today. I understand that must make you feel upset, don't worry, we will work towards fixing this situation for you. OCCP: Just a heads up, resolving this concern of yours may take around 15 minutes or longer it depends on the speed of the system. And please let me know if my line is cutting in and out so I can adjust for you, okay? Can you please provide to me your email address associated with the II account? Can I have your email address so that I can pull up your account? SELF RVT: Is this the first time you called HP with this concern? have you tried to resolve this thru VA or Chat support? VA is created to answer some basic questions and this type of issue is better to resolve over the phone. PROVE FUNCTIONALITY: I just noticed, you've been a customer for X years, we truly appreciate your loyalty with HP! How was the program working before you encounter the issue? RECAP: HW or Cartridge Error related with Instant Ink: [CUSTOMER], Thank you for helping me do all the necessary steps, I'm just happy that I found the best partner in resolving this issue! To avoid this from happening again, I highly recommend you follow the steps we did today by going thru --- This will help your cartridges to print good quality. Web service Issue: [CUSTOMER], Thank you for allowing me to do all the necessary steps to connect your printer again thru our server. I highly appreciate your consistent cooperation. I can't do it without your help! To avoid this from happening again, I highly recommend you check your printer's connection and your account dashboard to make sure everything is sync. Other Issues: [CUSTOMER] Thank you for your time and patience! I'm so happy that we were able to resolve the issue and for giving me chance to clarify everything under your account. What you can do moving forward to avoid this kind of confusion is ---- OTHER CONCERN: Is there anything else that I can help you with? Do have any non-technical issues that you want to address with me today? Can we consider your issue as case resolved? And can I consider now as my happy customer? Do you have any feedbacks, comment, suggestions that you want to share with me? MANDATORY SPIEL: I am glad that I was able to help you with this concern. Kindly check your email within 24-48 hrs bec. I will send your case number along with the II website and hotline for future reference. Again, this is Tiffany from HP II. Have a great day! Cx, are we still connected? I'm afraid that you are unable to disconnect the call, I will now end it. Thank you ! REMOTE SESSION: To make it more convenient to you cx, I suggest proceeding with the remote session. That means that I will send an email containing a link on (email address). All you have to do is to click the link, then you will be routed to download the application which is Log Me In Rescue. Follow on screen instructions and I can now have access and see the screen of your device. Just to inform you, apple products have a lot of restrictions, and it may not let us to proceed with remote session. But let's give it a try first, okay? Since your device does not allow us with remote session. I have other option to help you which is to proceed with live lens. LIVE LENS: To make it more convenient to you cx, I suggest proceeding with the live lens session. That means that I will send a text message containing a link on your phone number that ends with xxxx. All you have to do is to click the link, follow on screen instructions and we can now have access at the back camera of your phone. ----------------------------------------------------- REMOTE SESSION TEMPLATE: Hi, Kindly click this link to proceed with remote session: Regards, Tiffany ------------------------------------------------------ INSTANT INK WEBSITE TEMPLATE: Hi, Kindly click this link to open the Instant Ink website: Regards, Tiffany CHANGE EMAIL ADDRESS TEMPLATE: since gn takes long ,will process ink shipment via express on ast/ with l2 approval OTHER CONCERN TEMPLATE: I am glad that we were able to answer your concern about your Instant Ink account! I told you; I got your back and I hope you'd remember the interaction you have with me. I believe I was able to turn around your experience, and I really appreciate your time working with me. Without your patience, we cannot do this. Again, kudos to you! UPGRADE/DOWNGRADE TEMPLATE: I am glad that we were able downgrade your plan on your Instant Ink account! I told you; I got your back and I hope you'd remember the interaction you have with me. I believe I was able to turn around your experience, and I really appreciate your time working with me. Without your patience, we cannot do this. Again, kudos to you! I was trying to reach you, but I am always routed to the voicemail. I just want to know if there is anything that we can do for you? Because I want to make sure that you are one of our happy and satisfied customers. I hope to hear from you soon!