OPENING SPIEL: Hi, this is Tiffany from HP II. May I have your first and last name please? With whom do I have the pleasure of speaking?

And the number that ends in XXXX is this the best callback number to reach you in case the line gets disconnected?

In the event that I need to call you back ,can I confirm that the number ends with xxxx is your best call back number?

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 is 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. But I will do my best to resolve this as soon as I can. And we are fortunate that HP still allow us to work at home, so, please bear with me if you will hear unnecessary background noise on my end. 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.

ENROLLMENT REQUEST: I'm Glad that you purchase a new printer And ill be more than happy to help you sign up for instant ink / I'm Glad to hear that And ill be more than happy to help you sign up for instant ink.

Good choice! Im excited to assist you in signing up w. the service And I can answer all your queries about instant ink

Congratulation on your new printer. let me help you sign up and I can assure you that i can answer all your question right before we end the call

Emp

To begin w,

To start

Model Printer, Are we w. the printer. Status of the blue light

OCCP: Since this is an enrollment, i would like to set your expectation that this may take at least 10-15 mins of your time. But No no worries ill do my best to have this enrolled as fast as i can.

Before we proceed I would like to set your expectations that enrollement process might take around 10-15 mins. of your time but no need to worry with your help, we will have this enrollment done in no time.

Since your w. the printer we just need to get the printer code so we can process the enrollment smoothly online.

While you're Infront of the printer Let's get some information such as the serial number.

since your with the printer, you will be my eyes and hands on this process, we just need to have a few information which we can get on the printer settings, once we have that then we will continue the enrollment online using an available device that you have.

The easiest way for us to get the serial number is by tapping the question mark icon, Look for Printer Information It shoudl indicate the Serial number.

to help you get the serial number just simply tap the question mark icon , Look for the Printer information it should indicate the serial no. Starts w. CN or TH

SHIPMENT / CARTRIDGE ISSUE

Thats very odd to hear that you haven't recieve any inks, Cus instant ink delivers the ink right before you ran out. But nothing to worry since you have me on line lets go ahead and check it together as to why we havent recieve any inks.

Cartridge Error:

Oh thank you for bringing this to our attention, We will hold accountable for this cartridge issue.

Thank you for giving us a call regarding this Cartridge Issue. we can definitely take care of it.

I completely understand and I will take full responsibility regarding this cartridge.

To begin w. (Email address: Serial)

(Remind To check 2pens or 4pens)

as i can see here on your account you still have good ink levels, as you've mentioned you are seeing an error message, since you're with the printer, you will be my eyes and hands on this process, we just need to do some troubleshooting, and I'll be needing your help for that.

As I can see on your account your printer is online and account is in good status and you still have a good amount of ink. You can also check your ink levels by visiting your online account.

Upon checking here in your account, you're still good on ink and the account is good, however you're getting an error message message right? Now let's go a head do some troubleshooting, Are you near to your printer?

TS __

FIXED: Prove the functionality Ask to make a copy and Print

Replacement: Ack The effort,

“You called in today with this issue (restate issue) Today we resolved that issue by doing (super brief overview of steps to resolve the issue), and before you go, I just wanted to say thank you for being a wonderful part of the Instant Ink family since XX/XX/XX.

       Acknowledging And Understanding The Customer's Issue Failed to provide willingness and assurance statement

Sample scripts: “I hate to see that this has happened, but I’m here to help you” “I know that this has been inconvenient, but don’t worry you’ve reached the right department.” “I appreciate all of the effort and time you’ve put into this problem, I am the perfect person to help you find a resolution, today.”

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. I do not want to waste much of your time so 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.

SUGGESTED SCRIPT IF NO SUP AVAILABLE: Thank you for patiently waiting on the line, cx. I apologize but as much as I want to connect you over to my sup, he is currently engaged on a call assisting other cx. The best thing that i can do here is to set up a callback so he can reach you (after an hr/2). No need to worry as I will document all the information so that you don't need to repeat yourself all over. Would you mind sharing your best callback number and them most convenient time if 1 to 2 hrs won't work?

RTI SPIEL: May I ask a minute or two of your time just to speak with my mentor for further assistance regarding your concern?

BCP SPIEL: Mr./Ms. Cx, my apologies as our system are currently updating and should be up within an hour or two. I will not be able to pull-up your account and I cannot provide you any case # but I surely answer some basic questions for your technical issue.

The tool is presently unavailable as it is under maintenance or being updated. With our …. system but rest assured we will still help resolve your issue today.

Hi, thank you for calling hp instant ink this is (your name) before we proceed I would like to inform you that one of our tools is currently updating and because of that I cannot create a case number or reference number for you, but if you're okay with it I can definitely help you and assure you we can resolve your concern

“I am unable to access your account as of the moment. We are currently having some systems update. We apologize about any delays that it might cause you. Please call us back after an hour once the update is completed. Thank you for your understanding.”

Use this spiel if cx CAN access their account: • "Our System is currently updating and I'm not able to view your Account on my end. Please log in to your Instant Ink Account and I'll show where to access the information that you needed."

Use this spiel if cx CAN’T access their account: • "My apologies as our System is currently updating and should be up within an hour or two. I will not be able to pull-up any information on your Account but I can surely answer some basic questions regarding the Program."

REMOTE SESSION TEMPLATE:

HP Instant Ink Remote Session

Hi,

Kindly click this link to proceed with remote session:

Regards, Stephanie

INSTANT INK WEBSITE TEMPLATE:

HP Instant Ink Website

Hi,

Kindly click this link to open the Instant Ink website: https://instantink.hpconnected.com/us/en/l/v2

Regards, Stephanie

Refund Template

Case Number: Reason: Amount to be refunded: Previous Refunds made(Y/N): Approved by:

Free Month Template:

Case Number: Reason:

of months:

Previous compensation(Y/N): Approved by:

Obsolete Template:

Case Number: Unit replaced by HP(Y/N): Others (please specify): Approved by:

INK SHIPMENT REQUEST TEMPLATE (FOR APPROVAL)

Case #: Shipment Type: Cartridge: Reason:

please obsolete the account, XXXXXXXX6789. SAME OWNER, no outstanding bal"

PRICE CHANGE:HP regularly reviews pricing and makes adjustments based on market conditions while continuing to meet the needs of our customers.”

I am glad that I was able to answer your concern here on Instant Ink! As a one-time courtesy, one complimentary month was provided on your 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 was routed to your voicemail. Is there anything else that I can help you with? I just want to make sure you are one of my happy and satisfied customers. I hope to hear from you soon!

Kindly attach the screenshot of the error message we can see when we are enrolling the printer here on Instant Ink. This will help us to further investigate on the concern. Your reply is much appreciated. 

Please respond to this email with the printer's serial number (which begins with TH or CN) or the last four digits of your Visa card on your Instant Ink account so that we can move forward with the cancelation procedure per the customer's request. Thank you very much for your response!

*Unable to provide prescribed opening spiel. cdax latency

CASE NATO CAN BE CLOSE AS DNAP / MID NG TS FOR RE ENROLLMENT CX DECIDED NOT TO CONTINUE

 BCP IN AST During BCP in AST, do the opening spiel and get cx concern, After that, set their expectation that our system is currently updating and we can only answer basic information in Instant Ink but if its about the specifics on their account, they need to call us back again then quick case. If they can login to their account w/o any issue like needed to get temp pw - we assist them to login to their account then business as usual. If they cant - ask them to cb us. If AST is not required and your customer need assistance for HARDWARE related concerns like PQI /CART ERROR - Business as usual. Assist cx for troubleshooting.

past due

i've seen prematurely remove cartridge that might compromise the tracking of your ink level and might cause an ink shipment delay to avoid it i will process early shipment. You can use it as your back up ink.

Educate the customer on how the program works. “The instant ink service is a monthly service where you choose a page plan and you pay that fee monthly to be able to print those many pages a month. Then anytime your ink is running low we will ship out more ink at no additional cost to the monthly page plan you pay for”

ENROLLMENT EMAIL TEMPLATE: I am glad that I was able to enroll again your printer 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!

As one of our valuable customers here on Instant Ink, we take responsibility with all our actions. As a one-time courtesy, one-free month was provided for your current billing cycle. Kindly log in on your account to check this compensation. We always got your back and want to make sure that you are one of our happy and satisfied customers! Again, kudos to you!

since gn takes long ,will process ink shipment via express on ast / with l2 approval

INKS NEEDED TEMPLATE: I was trying to reach you, but I am always routed to the voicemail. Since the cartridges you received from us do not fit with your printer, we will process expedite shipment of spare inks so that there would be no interruption with your printing activity. Can you please provide to me your shipping address? Because I want to make sure that you are one of our happy and satisfied customers. I hope to hear from you soon!

EMAIL TEMPLATE FOR SCREENSHOTS FOR BILL DISPUTE: Kindly reply to this email with a snapshot of the most recent Instant Ink charge you received so we can look into it further. Thank you so much for your response!

HOW TO CHECK PURCHASE DATE OF PRINTER: CDAX: Asset info (input SN) >click select

WEB SERVICES ISSUE: TOUCHSCREEN CONTROL PANEL: Settings/ Set up> Web Services Set up . Remove Web Services > Routed to home screen

Settings/ Set up> Web Services Set up > Enable Web Services > Accept >Okay > Web Services Summary shows

RESTORE FACTORY DEFAULT: Settings/ Set up > Tools> Restore Factory Default

EWS HP SMART APP: Advanced Settings

EWS>Settings>date and time

CCBU: -On Acc page: refresh acc 3x -Remove Ink (not applicable to 4 pens) -Hard Reset -Insert the inks

-Remove reenable web services -Remove reenable web services

TO SEE IP ADDRESS: TOUCHSCREEN: Either wifi icon / ? icon

PRINT INFO PAGE: DESKJET: Press wifi icon and I icon for 3 seconds

INK SHIPMENT REQUEST TEMPLATE (FOR APPROVAL)

Case #: Shipment Type: Cartridge: Reason:

Now you understand how the program works, would you consider asking the same question you asked earlier?

HOW to LMI in Mac OS with Restrictions

1. Go to Apple Menu (Apple Icon) then choose System Preference
2. Click on Security & Privacy then go to Privacy Tab and then click on Accessibility
3. Click on the Small Lock icon located at the bottom left corner of the window to enable changes (might ask for the computer log-in
4. Put a check mark by clicking on the box right next to the icon of LogMeIn – Rescue

CX IS ASKNG FOR MORE COMPENSATION: Cx, we have limitations on providing compensations and since you do not want to accept the (fm /refund) that I am offering to you, I will transfer you to one of our department that may help you with this.

CASES TO BE ASSIGNED ON TL (ONE DET ONLY): Pre-requisite * called back at least twice * has sent email/s * sureball det *ageing

IT SHOWS HERE THAT THE PAYMENT HAS BEEN DECLINED (SUSPENDED)

CREDIT CARD DISPUTE TEMPLATE =============================

1. Does this customer have an II account? If no, what is the customer’s full address? 2. Is the charge on a credit card, debit card, or PayPal? i. Is this a personal or company card? ii. If a company card, what is the name and location of the company? iii. If it is PayPal, capture the customers email address. 3. Are there multiple cardholders associated with this credit card or PayPal account? (Y/N) 4. What are the last 4 numbers of the card? 5. What is the expiration date of the card? 6. What are the posting dates and amounts of each disputed charge? 7. Include a complete shot of the credit or debit card statement: > Must show the area of the credit card or debit card statement that shows the card number to which the charge belongs. > Do not need to see the full card number. The customer can black out all numbers EXCEPT for the last four. > Debit card statements don’t always show the last 4 or the expiration date > agent to ask for the last four and the expiration date. > Must show the column headings, date of the charge and the dollar amount.

QUICK CASE

Wrong Department or Issue not in Scope

Inst status Check AST or Newton

Pre-Enrollment Inquiry

Enrollment- Not with Printer

Technical Issue not with Printer

Ghost Call- Didn't speak with the customer

LOCATE SHIPPING HISTORY

NEWTON: Locate the previous case with the CSO attached to it, locate the CSO in the order's section, click the check status button and Newton will load. Provide the customer status.

Softphone AMS- check devices tab, should be "Headset Microphone" Headset Earphone"

Quick Connect

CF 5mins/ enrollment/ printer connected, validated IP address > will enable WS

CF 5mins/billing issues/ cx is asking why the charge is high/walking through cx to go

REPLACEMENT ISSUE

CIDAX case subject > when service order is done put #HW ii PQI or #HWii cart error

4DX- surveyable call ( Non-Tech & Remote Solution )

REAL TIME INTERVENTION

My supervisor would love to hear your feedback about the assistance provided today, to help us better our service in the future. Would you mind staying on the line and talk to him/her?”

Front panel > ? > printer information > to get the Serial Number easier. always starts with "TH" or "CN"

HP smart app > Find product and serial numbers for HP PCs, printers, and accessories

on HP smart, just click on the center screen where the printer displays

(no screen) click I button and wifi logo at the same time to get the serial number- printing the network configuration page

ENROLLMENT

Legacy printer > thru website

Printers with E serial number is a Yeti > HP smart

www.instantink.com / www.instantink.hpconnected.com

HP Smart App - 123.hp.com

LMI- console.logmeinrescue.com/join

LMI live lens from CIDAX

Ask approval from the cx

Case> mobile number field> > Customer Asset & Entitlement >Start Live lens on top > confirm the cx full name and contact number

Getting Started with a Live lens Session

1. share the code with the customer through any of the ff:

Send SMS to their phone / tablet (Recommended and preferred)

Copy & Paste the link

Ask the cx to visit console.logmeinrescue.com/join and enter the code manually

Never send via email

TO SEND SMS

Validate & Confirm the country and the phone number pre-populated from the case

Click on send SMS

SMS is being sent to the cx

Do not close the window

Close once you receive a confirmation that the SMS has been sent/not sent, close this box

Confirm if the SMS has been delivered to the cx

CX will received a link to join the session

HP+ / Yeti Printers / Gen Y

enrollment > cx will get 6 mos. free

additional warranty

No web services can find on a Yeti printer/ it's built in and automatic / No need for claim code

IF CX NEEDS TO REPLACE YETI PRINTERS

home> advance settings>ok> advance > process to 192.168.1.120>settings > pincode open the printer door and it can see at the right side of the printer or use 12345678 or cx password > settings >

gn takes too long, promised cx to receive within 2-3 business days

How do I print usage report on HP printer? Print a Usage Page from the printer control panel. Load plain paper in the main input tray. On the printer control panel, press the Setup button . Press the right arrow to scroll to Reports, and then press OK. Press the right arrow to scroll to Usage Report, and then press OK. The Usage Page prints.

Thank you for trying Instant Ink. Your trial ended on 10/29/2023. Enjoy a 7 day grace period to continue printing with Instant Ink subscription cartridges. To continue printing after the grace period ends, replace your subscription cartridges with Original HP ink cartridges by 11/13/2023. We hope you continue to enjoy your HP printer! Note: Instant Ink subscription cartridges only work with an active subscription.

Mario Jr. Angeles - L2 Mario:  DNAP IF RE ENROLLMENT MID NG TS UMAYAW SI CX

An E0 error indicates an unusable cartridge. (cartridge error Supported) An E1 or E2 error indicates that the paper size setting does not match the paper size that is loaded. An E3 error indicates a carriage jam. An E4 error indicates a paper jam. An E5 error occurs when the scanner is in an error state. An E6 error occurs when the printer is in a general error state. An E9 error occurs when a problem occurs during a printer firmware update

 Update your operating system to the latest Windows software, if available. HP Smart is compatible with Windows 10 version 1809 or higher and Windows 11. To check for updates, select “Start” > “Settings” > “Windows Update”. Select “Check for Updates”.

CASES FOR TCO - There should be mention of either of these 3 triggers to consider it for TCO • Social Media (Facebook, Twitter, Local News, etc…) • Higher Outside Authority (Attorney General, Better Business Bureau, Federal Trade Commission, etc…) • Legal • CEO (Head Office, Upper Management etc…) • Request for a higher level of support

US 10 - $0.99 - 1.49 15 - $0.99 - 1.49 50 - $3.99 - 4.99 100 - $5.99 - 6.99 300 - $11.99 - 13.99 500 - $18.99 - 20.99 700 - $24.99 - 27.99 1500 - $49.99 - 54.99 CANADA 10 - $1.25 - 1.89 15 - $1.25 - 1.89 50 - $5.49 - 6.89 100 - $7.49 - 8.79 300 - $13.99 - 16.39 500 - $22.99 - 25.49 700 - $28.99 - 32.49 1500 - $57.99 - 63.79

PAPER PLANS: 10 PAGES PLAN - $0.79 50 PAGES PLAN - $1.99 100 PAGES PLAN - $3.49 300 PAGES PLAN - $5.99 500 PAGES PLAN - $8.49 700 PAGES PLAN - $10.99 1500 PAGES PLAN - $19.99 _____________________

Let's perform a power drain: With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet. Remove USB cable, if present. Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge. Now plug back the power cable straight (This is important) and then plug back the power cord to the printer.to a wall outlet without any surge protector or an extension cord Turn on the printer and wait till warm-up period finishes and the printer is idle.

ROLLOVER PAGES- If during any Month Period You do not print all of Your Service Plan Pages, then, subject to the maximum described in the following sentence, the number of unused Service Plan Pages You had for that Month Period will roll-over (“Rollover Pages”) and be available for Your use in subsequent Month Periods. The total number of Service Plan Pages plus Rollover Pages that You have available to You through the Service in each Month Period may not exceed triple the number of Service Plan Pages to which You are entitled under Your Service Plan. For example, if Your Service Plan entitles You to print 50 pages each month, then You may have a total of up to 150 Rollover Pages in Your Service Account each month; any additional unused pages that You may have that exceed that number would not become Rollover Pages and may not be used by You in subsequent Month Periods. During each of Your Month Periods, Your Service Plan Pages will be exhausted from Your Service Account before Your Rollover Pages are used.