ACCESS WTIH COMPUTER OR PHONE!! - Do you have an access to a computer or mobile device PROMPT!!!!!!!!!!!!!!! You might be receiving a quick survey right after this call and any feedback is highly appreciated. DE-ESCALATION!!!!! Unfortunately, at this time, our supervisor is engaged on another call However, since you have me on the line I will be happy to assist you. They have the ability to change the email to the active email address IF YOU ARE NOT ABLE TO TAKE DOWN NOTE - I can't locate with any of the information you provided - I am sorry, please would you repeat that as I didn't quite hear you, I am afraid - I am sorry, I didn't quite catch that. Would you kindly repeat that for me, please? - can you slow it down so that I can understand FEEEEDDDDD BACCCKKKKK Thank you for your feedback. I'll take note here your feedback and will forward this to our appropriate team. Your feedback is highly appreciated and can be considered for the improvement of our services. AGENT LOCATION Where are you located? Show More. 23andMe is based in Sunnyvale, California. Our customer care team is based there, as well. However, our service is available worldwide. Therefore, we have customer care teams located around the world. I am located in _________. I can’t confirm where the agent you talked to previously was located. I am located in _________. AGENT WOULD LIKE TO TALK TO AMERICAN Customer Care agents in my location are trained to assist you with your inquiry. The training is the same regardless of where the agent is located. At this time I am unable to transfer you to an agent at another location. GO SPIEL!!!!! Since I am not able to hear any response on the other line, I will now ending this call. You can call us back at 1-800-239-5230. Our Customer Care Team is available Monday to Friday from 6am to 7pm Pacific Time, and Saturday from 8am to 4pm Pacific Time. Goodbye. Phone::Phone Support::Live Support::Abandoned call Phone Spiel OPENING Thank you for calling 23andMe. This is cid, how can I help you? Callback request: Hi my name is cid calling you back from 23andMe. Before I proceed with the call, I would like to let you know that this call is recorded for Quality and Training purposes. How can I help you today? Callback request, customer not available Voicemail script: 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 7pm Pacific Time, and Saturday from 8am to 4pm Pacific Time. Goodbye. Phone::Live Support::Call back request::Customer not available / No answer Phone::Outbound Call::Schedule via Email, Phone Hours **************************************************************** IF CUSTOMER HAS A PREVIOUS CORRESPONDENCE UNLESS YOU ARE ABLE TO SIGN IN TO YOUR ACCOUNT AS LONG AS Hello thank you for patiently waiting you mentioned awhile ago that you already provided with the drivers license for this one since you already have a previous correspondence it seems like your concern is already escalated to our specialized team I apologize for any inconvenience however our specialized team are currently experiencing a high volume of inquiry what I can do here is to notify them right after this call that you are following up regarding your request to access your data. I can't guarantee that it will be prioritize but don't worry I'll take note that you are requesting to put an urgency with this matter please advise to check her email regarding the follow-up of our specialized team and you could check the information you needed **************************************************************** IF CUSTOMER WOULD LIKE TO KNOW IF THEY ARE ABLE TO RECEIVE THE FOLLOW-UP Hi (NAME) Thank you for patiently waiting. It seems like you are not just receiving a password reset email. To trouble shoot if you are able to receive an email from us. I'll send you follow- up email now while we are on call. so that we can confirm that we can use this email. so that our specialized team can follow-up with you. **************************************************************** WOULD NOT LIKE TO RENEW THE MEMBERSHIP If a customer with a prepaid 23andMe+ kit states that they activated their membership and do not want it to renew after the prepaid year, agents can advise the customer to wait for the results to be ready and can cancel auto-renewal within their account settings. Canceling in Arcade before results are ready (no Subscription Plus service tag) can result in the prepaid membership not to start. **************************************************************** PUTTING CX ON-HOLD - One moment please - working on it - Please bare with me, I'm still checking on it - Just a moment, so that I can further assist you please bare with me. I'll investigate further regarding with this, for now I will just put you on-hold for a minute or 2. Is it okay if I place your call on hold for about 1-2 minutes? Thank you for patiently waiting, upon review, (investigation) in order for us to proceed, ill be sending a follow-up regarding your inquiry for your confirmation. Do you still need me on the line while waiting for the confirmation If you would like I will place your inquiry on- hold so that I can monitor your (sample/order) **************************************************************** TRANSFER ONLY {In this case} I'll transfer your concern to our specialized team however they are only available via email. they will be sending a follow-up email directly in your active email address. (Push Back) If you would like, I can transfer your inquiry via call, Can you please provide me your active email address. {In this case} I'll transfer your concern to our specialized team however they are only available via email. To set your expectation, they will be sending a follow-up email directly in your active email address for about 3-5 days Because our specialized team reviewing all the information you provided to give you an accurate details or resolution. My sincere apologies for the delayed response. We are currently experiencing a high volume of inquiries. **************************************************************** ACKNOWLEDGEMENT/ PROCESS (ORDER) *So that I can document this call, can you please provide me with your email address. *I understand that you are calling regarding with your order, *I understand that you would like an update regarding the status of your sample. *I understand that you have mailed your kit before registering the kit barcode. can I have your order number please? can you also provide me your order email address please? how about your shipping address? (phone number) *Before I can disclose any information regarding your account, I need you log in to your account? *Account questions: In order to verify that you are the account owner, would you mind logging into your account To protect customer's data for privacy purposes. (Registration Walkthrough) *Since you have provided different shipping address, I'll send a follow up email regarding this, *I'll send a follow up email regarding this, all you have to do is to confirm. I have already received your confirmation, I'll put you on-hold for a minute or 2. to process (request) (cx can't confirm 3 order details) For this, I will send a follow up email, you will just need to give additional details that I need. ORDER DETAILS: Sample barcode Order ID Order email address Last 4 digits of credit card Shipping address Billing address (if different) Phone number listed on the order **************************************************************** **************************************************************** *ACKNOWLEDGEMENT/ PROCESS (ACCOUNT)* *I'm sorry to hear that you have difficulty accessing your 23andMe account, *I understand that you would like to gain access to your account. To proceed, can I have your first and last name please? (confirm) *can you also provide your birthdate? (confirm) In any chance, do you remember your email address that you used in your 23andme account? Also, I need to have your active email address: To assist you further, I need you to log in to your 23andMe account. To protect customer's data for privacy purposes. (Registration Walkthrough) ADDITIONAL INFORMATION: Alternate email addresses Sample Barcode Order ID Shipping address Phone number listed on the order or account **************************************************************** CLOSING Is there anything else I can help with? *By the way, maybe you will received a survey via email. Your feedback will be highly appreciated. okay then, Thank you for calling 23andMe, have a great day, bye for now **************************************************************** PASSWORD RESET IN ADMIN can you try to check your email inbox, you should receive an email titled 23andme reset password macro: ADD note Reason for escalation: Email address: Caller Name: ID verification steps taken: cx Name cx birthdate cx old email cx new email Notes on call: - Thank you for calling 23andMe. My name is Cid, how can I help? ** not received kit