Opening Spiels and Game Plan

REMINDERS

ALWAYS FOLLOW!!!!!!!!

-Just relax and listen to resident's problem and let them talk 1st before concluding any idea.

-Always allow Resident to talk first listen closely listen and most of all get the main idea of the problem.

• Acknowledge the concern of the customer

• Gather contact information including name, service location or street address including zip code, updated email address, and best call back number in case call gets disconnected.

• Check for outage specially if it's internet related issue.

• Check Service Location for infrastructure and call type (MDU or FTTH) and if it's registration enabled

• No need to search using MAC Address if it's not registration enabled

278838 - Ghost Ticket 9176947172 888-799-7249 - FTHH Customer Service

REMINDERS :

Action Plan -Paraphrase -Target-specific probing

• Don't forget to give ticket number on every call
• Don't forget log note!!!!! -Always check proper ticketing -MAC ADDRESS IS IMPOTANT ALWAYS GET IT!!! -Read waterfall during avail times

Opening Spiel

"Hi, you've reached Pavlov Media. This is Lexi . I'm here to provide you with the support you need. How can I make your day better?"

-Paraphrase

I am sorry that you are having issue connecting to the internet using you're _________________

AER

"I understand that having an intermittent connection is not easy. Lemme go ahead and proceed so that I can assist you further!"

Pulling up details

To assist you efficiently, may I please confirm your first and last name, address, email address, and a best contact number in case we need to follow up with you.

" May I call you by your first name?"

"Thank you for providing your account details. I'll now proceed to pull up your account information. Please bear with me for just a minute or 2?"

PROBING QUESTION

When did the issue started to happen? Is the issue happening on that device only or on multiple devices? ​ Is this wire or wireless? are you encountering any error message? Do you have a router situated in you're apartment? Is Private Wi-Fi turned OFF or ON?

Trouble Shooting

CONNECTED BUT CANNOT BROWSE (WIRELESS)

• Check for the MAC Address & MAC Randomization
• Check if the device is registered in the account.
• Advise to forget and reconnect to the network.
• Have resident power cycle the device.
• If still not working, transfer to tier 2.

CONNECTED BUT CANNOT BROWSE (WIRED)

• Check the wires connected to the wall jack or router
• Have resident unplug and re-plug the router or cable
• Check if the wall jack and cables are damaged
• Suggest to interchange both ends of the cable
• Power cycle the Device.
• If still not working, transfer to tier 2.

PERSONAL ROUTER ISSUE (ETHERNET CONNECTION)

• Check for wall-jack condition
• Check for ethernet cable condition
• Interchange ends of the ethernet cable
• If there is another ethernet cable, kindly suggest to use the other ethernet cable.
• Check the LED indicators.
• Unplug and Re-plug the Router.
• If still no changes, escalate to tier 2.

PASSWORD BASED (DPSK/MPSK) NO REGISTRATION ENABLED

• Inform them about the Network Name and Password of the Wi-Fi.
• Check for connection after they connected to internet.
• Forget and Reconnect to the Internet.
• Check for connection.
• If still no connection, transfer to tier 2.

SURVEY SPIEL

May I request for your participation in our brief customer satisfaction survey related to your experience today? It's just 4 simple questions and we would appreciate your feedback. I will transfer you to our automated customer satisfaction line. Thank you so much for you.

OUTAGE

"I have checked the property, and I am sorry to inform you that our Network Operations Center has identified an issue affecting the (internet/cable) service at the property. The team is working on getting the issue fixed remotely. We do not have an estimated time of repair, but a ticket will be created for you. Please write it down for reference, and feel free to call us for updates. Here's the ticket number

As soon as we learned about the outage, we immediately notified and sent out our technicians to have this resolved in a timely manner."

• Informed the resident that there is an outage at their site and that we don't have an estimated time as to when this issue will be resolved but the Network Operations Team are doing their best to resolve this issue
• understood

Informed the resident that he has a ticket that has been escalated to the level 2 support and once there is an update regarding the outage, she will be provided an automated call

• understood

VERBATIM TIER 2

" Also, starting today, we will begin cold transfers to other departments. I’ll give you the go-signal on what time to start in the meantime be familiar with the transfer spiel:

NOC Tech: "Thank you for your patience while we worked on your issue. To ensure we provide the best possible resolution, we're escalating your case to our Level 2 Technical Support team. They have the specialized expertise needed to address your situation effectively. Please stay on the line to be connected to the next available representative. When you’re connected, provide them your ticket number (XXXXXX) so they can review the progress and avoid repeating any steps. We appreciate your understanding and cooperation."

FTTx AMG:

Sign Up Installation:

"Thank you for choosing Pavlov Media for your internet service. To schedule your installation and get you started as soon as possible, I’ll transfer you to our customer service team. When you’re connected, provide them your ticket number (XXXXXX) so they can quickly review your details and assist you efficiently. We appreciate your patience and look forward to serving you."

Damage to Property:

"Thank you for providing the details of the incident. I’ll now connect you to our customer service team, who will investigate further and assist with resolving the matter. Please stay on the line and provide your ticket number (XXXXXX) to the next available representative so they can review the information and assist you efficiently. We appreciate your patience and understanding."

Cancellation:

"I've noted the details of your cancellation request. To assist you further, I'll transfer you to our customer service team, who will handle your request. Please stay on the line and provide your ticket number (XXXXXX) to the next available representative so they can review the information and assist you efficiently. We appreciate your patience and understanding."

Billing Operations: During Weekdays "To ensure your billing inquiry is handled effectively, I’ll connect you with one of our billing specialists. Please note that you might be directed to voicemail if all representatives are currently assisting other customers. If that happens, kindly leave your name and a good phone number, and a specialist will return your call within 24-48 hours on business days. Thank you for your understanding and patience." ** NO GO SIGNAL YET, so for the meantime warm transfer pa rin.

While available please read the cold transfer spiels to be familiar with it as we will start doing it within the day.

RESOPLUTION-We tried transferring the issue to tier 2 but no one was available at the moment . So customer agreed to be called back after 24 hours

Move this ticket to tier 2 since issue persist and advice resident call back within 24hours

Pavlov # phone number- 9176947172