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MADAMBA, ALDRIN JON R, Assignment 14.1

The document outlines a sample call script for a Verizon customer service interaction. It includes the call flow process from greeting the customer, verifying their identity, gathering information about their issue, providing a resolution, and following up to ensure satisfaction. The script demonstrates effective communication and problem-solving techniques by the agent.

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aldrinjon.madamba
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6 views2 pages

MADAMBA, ALDRIN JON R, Assignment 14.1

The document outlines a sample call script for a Verizon customer service interaction. It includes the call flow process from greeting the customer, verifying their identity, gathering information about their issue, providing a resolution, and following up to ensure satisfaction. The script demonstrates effective communication and problem-solving techniques by the agent.

Uploaded by

aldrinjon.madamba
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Assignment 14.

I. Make a sample script following the call flow process.

[Opening Greeting]
Agent: Thank you for calling Verizon, this is AJ. How can I assist you today?

[Identification and Verification]


Customer: Hi AJ, I'm Mark from Canada. I have an issue with my internet connection.

Agent: Thank you for reaching out, Mark. May I please have your Verizon account
number or phone number to assist you better?

Customer: Sure, my Verizon account number is 1234567890.

Agent: Thank you, Mark. I see your account on my screen. How can I help you with it?

[Issue Description]
Customer: My internet connection has been very slow and unstable for the past few
days. I've tried restarting the router, but it doesn't seem to fix the issue.

Agent: I apologize for the inconvenience, Mark. Let me look into this matter for you.

[Information Gathering]
Agent: Could you please provide me with some additional information? Is the issue
specific to any device or affecting all devices connected to your Verizon network?

Customer: The issue seems to be affecting all devices connected to the network,
including my laptop, smartphone, and smart TV.

Agent: Thank you for the details, Mark. I'm sorry for the trouble. I'll do my best to
resolve this for you.

[Resolution]
Agent: I will run some diagnostics on your network connection. While I do that, could
you please check if all the cables and connections to your router are secure and
properly connected?

Customer: Sure, let me check. Yes, all the cables are securely connected.
Agent: Thank you for checking, Mark. Based on the diagnostics, I can see that your
connection is experiencing some signal interference. I will remotely reset your router,
which should help stabilize the connection. This may cause a temporary interruption of
service for a few minutes. Is that alright with you?

Customer: Yes, that's fine. Please go ahead.

Agent: I have reset your router, Mark. Please allow a few minutes for it to reboot and
reconnect. Once it's back online, please check if the internet speed and stability have
improved.

Customer: Alright, I'll check and let you know.

[Follow-up]
Agent: Mark, is your internet connection working fine now?

Customer: Yes, it seems to be working much better now. The speed is back to normal,
and the connection is stable. Thank you for your help, AJ!

Agent: I'm glad to hear that, Mark! If you have any more questions or face any further
issues, please don't hesitate to reach out to us. Is there anything else I can assist you
with?

Customer: That's all for now. Thank you again for your assistance, AJ. Have a great
day!

Agent: You're welcome, Mark. It was my pleasure to assist you. Have a wonderful day
too! Goodbye!

Customer: Goodbye, AJ!

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