Standard Opening [ ]

Thank you for calling Road Runner Business Class, my name is Nan, How may I help you ?

Thank you, I can certainly help you with that. I’ll just need some information to bring up your account. May I please have the phone number of the business including the area code ?

 

" Contact is Found in Remedy:

Contact NOT Found in Remedy:

  1. "For security purposes could you verify the name of the business ?"
  1. "That phone number again was xxx-xxx-xxxx?

Could I please have the business name?

That is spelled xxxxxxxxxxx?"

  1. "Thank you. And who is it that I am speaking with?"

(Document the name of the caller)
  1. "Thank you. And who is it that I am speaking with?"

(Document the name of the caller)

  1. "Thank you, may I have an email address you currently use?"
  1. "May I have an email address you currently use?"
  1. "Thank you, so you’re having trouble with…….., correct ?" <<paraphrase the customer’s initial problem>>

(Summarize issue in Customer Problem field as the header for the survey)

(Check the customer’s history in the History tab, Related Items, or perform a search for possible orphan tickets. Example you can put the MAC address into the MAC address filed and click search and it will pull up all tickets, whether found on the database or orphan tickets that have the MAC address entered. This also works with the Close Tabs ID.

Have you called about this issue before ?

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Accepting Transfer From Tier 1 Opening: [ ]

Hello (Customer Name), my name is __________________. I understand you are having difficulty with ___________________. Let’s see what we can do to get your issue resolved.

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Required before transferring or ending any call: [ ]

(Ensure the Customer's Needs Have Been Met)

"Is there anything else I can assist you with today?"
or
"Do you have any further questions before I transfer you?"

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Tier 1/ Tier2.5/Tier 3/VAR Transfer: [ ]

"(Customer Name) Thank you for holding. I will now connect you with a specialist who can further assist you. The ticket number which details our call is ______________. Once again my name is _________________, and thank you for calling Road Runner Business Class. please stay on the line while I transfer you."

When Calls CANNOT BE Warm Transferred (AFTER OFFICE HOURS ETC):

"(Customer Name) Thank you for holding. I have created a ticket for you, and the ticket number, which details our call, is (ticket number). I have sent this ticket to a specialist who will take care of this issue, and who will contact you as soon as possible. Once again my name is _____________, and thank you for choosing Road Runner Business Class, "

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Closing:

(Customer Name) Is there anything else I can assist you with today ?

"I would like to let you know about our informational page. It can be found at

help.twcbiz.com
Once again my name is _________________, and thank you for choosing Road Runner Business Class."

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Putting The Customer On Hold: [ ]

"Would you mind holding a moment, while I research this issue?"
(wait for a reply before placing the customer on hold)

(Make sure to thank the customer upon returning)
"Thank you for holding."

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Unsupported Issue Script: [ ]

Unfortunately what you a referring to is outside the Road Runner Business Class product and I do not have the documentation to assist you with this. Please visit this URL <provide URL or phone number, or both> where you should be able to find the information necessary. Once again my name is _________________, and thank you for choosing Road Runner Business Class.

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Abusive Caller Script: [ ]

1st Warning

<Customer's name>, I am here to help you resolve your issue. Please refrain from being abusive to my company or myself.

2nd Warning

<Customer's name>, I have asked you once to please refrain from being abusive to my company or myself. This is your second warning. If this continues I will have to terminate this call.

Terminate Call

<Customer's name>, I have asked you twice to refrain from being abusive to my company or myself. I am terminating this call at this time. Thank you for choosing Road Runner. (Disconnect call).

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