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Phone bill template for Customer Support

ready one two three go thank you for calling christian technical support my name is candace i'll be your resolution specialist for today may i have your name please hi candace this is sophie and i'm pretty sure i'm 30 minutes away from getting fired here's the problem my internet stopped working and the clock is ticking i was about to send my report this morning i hit send and poof the connection's gone i'm seeing an exclamation point at the bottom of my screen if that makes any sense to you and it's saying no internet it's nine and i need to send my report before 10 so a little help please i apologize for this inconvenience sophie i i understand that this is a time sensitive issue and i'll do my best to fix your connection before 10 hopefully so thank you thank you that's exactly what i want to hear this is an effective empathy statement because it affirms the customer's goal what does she want she wants her internet to be fixed before 10 so she can send her report and not get fired it's my pleasure um so you said that you were unable to send your report and the screen is showing no internet is it an intermittent connection where it's cutting in and out or is it a complete loss of connection a complete loss it's not just low or uh as you said intermittent intermittent connection no i've been reloading it for 30 minutes straight now and there is nothing whatsoever intermittent connection and a complete loss of connection are two different problems that require two different troubleshooting process therefore it is important for candice to know early on in this call which of the two problems is sophie really experiencing so that is why she asked the question to clarify this right here is the first part of probing in order to find the solution you have to define the problem as specifically as you can and in this case the specific problem is a complete loss of connection now that we've determined the problem we need to find the solution and we do that by finding out the cause of the problem and then addressing that problem here's the complicated part with most technical issues the cause of the problem is never straightforward for example in this scenario a complete loss of connection i can think of five different possible reasons why sophie is experiencing this and it could be a modern issue could be an outage in the area it could be that sophie did not pay her bill or forgot to pay her bill a device issue or it could be an obscure issue that only a technician could solve so what does this mean for your ahd or average handling time this means that you have to investigate five possible causes within a limited average handling time meaning you have to do it as short as possible as fast as possible how exactly do you do that based on these five hypotheses how do you make your troubleshooting process as fast and efficient and short as possible do you have an idea you have five seconds to answer that question and the answer is you need to start with a hypothesis that takes the least amount of time to confirm as you can see in this table it's the power outage and the non-payment that take the least amount of time to confirm so the sooner you can rule these two out the faster and more simplified it will be for you so i made a call flow chart for you to make sense of everything that candace is telling the customer to do here we start with a call you know thank you for calling question technical support and then the customer says that she has no internet connection and that is a complete loss of connection right so of course what you do is you pull up her account obviously now after pulling a per account you have to start with the possible cause that's that takes the least amount of time to confirm in this case is to check for outages all right and then you have to ask yourself is there an outage if the answer is yes all you have to do is to advise the customer to wait for the fix because no amount of troubleshooting will solve the issue but to just wait for the fix from the company what happens after that is the end of the call that's it that's all you have to do if it's an outage issue you cannot do anything else and so if it's not an outage issue what you have to do is to check for unpaid services and if she does have an unpaid bill you have to advise her to settle her balance that's the only solution for this problem and then you end the call but if it's not an unpaid bill then it could be a modern issue or a device issue in which case you have to have the customer check if a second device can connect to the internet and check the light indicators can a second device connect if a second device can connect and the lights on the modem are green that means that it is a possible issue of the first device because why else could the other device connect so in this case what you have to do is to ensure that the internet physical setup is correct the cable is undamaged and properly plugged or that the internet configuration setting is correct so you basically have to pay attention to your device setup but let's say that a second device also cannot connect and there are maybe red lights not green lights it will be under no and so if that's the case then it is a possible modern issue in which case you have to ask the customer to reset her modem did the reset work and the answer if the answer is no then your last resort would be to dispatch a technician because that's the last resort so whatever happens here as you can see everything will lead to you ending the call but some problems as you can see are less complicated and take less takes take less time to solve and others like modern issue and issue of the device take longer to solve so now we're going to continue with a mock call is it an intermittent connection where it's cutting in and out or is it a complete loss of connection a complete loss it's not just low or uh as you said internet intermittent connection no i've been reloading it for 30 minutes straight now and there is nothing whatsoever i see okay okay so i'm going to start troubleshooting now first thing i'm going to do is to check for outages in your area and for that i would need to pull up your account may i may have your account number it's uh two and three four five six eight 879. thank you notice this pattern because this is crucial erc or explanation request compliance so this is a very common pattern when making a request to your customer it's going to be like this throughout the call erc erc a continuous cycle of erc until there is a solution but how exactly does erc look like as you heard earlier the agent said so the first thing i'm going to do now is to pull up your account to check for outages in your area so that is the explanation in this case the agent is telling the customer her plan as to how she would go about solving her problems in the request part she said may you know your account number after that we know that the request is successful because the customer gave her account number so that's the first erc cycle of this call now let's proceed and i want you to notice the next one so i'm going to start troubleshooting now first thing i'm going to do is to check for outages in your area and for that i would need to pull up your account may i have your account number it's two and three four five six uh eight seven nine thank you and your complete name and best callback number sophie collins nine six two one six four four five six six awesome and your four digit passcode oh come on are you kidding me what is that where can i find that uh do you remember the four digit passcode you set up when you when you ordered a service i don't i don't know um try one four two six okay one four two six okay got it and lastly i just need the address where your internet is installed so i can check if there's an ongoing outage in your area 1065 winterfell street philadelphia pennsylvania 19093 thank you one moment please while i'm checking for outages by the way candace at this moment is not just checking for outages she's also checking for unpaid bills but she's not actually gonna tell sophie that because what's the point of saying great sophie i see that your loss of connection isn't isn't caused by an unpaid bill what's the point of saying that that would be catastrophic for the rapport um the likely response of sophie would be like of course i paid do you think i'm an idiot you're wasting my time fix my connection now why are you checking my billing history of course i paid so you don't want that to happen check the billing history of your customer secretly and only bring up that issue if she really has an unpaid bill all right there's no outage in your area and there's no open ticket submitted so far so this brings us to the possible issue with either your modem or your device and for me to identify which i'm going to ask you a series of questions to diagnose the problem is that okay with you okay fair enough did you notice that that's the second cycle of erc there's no outage in your area and there's no open ticket submitted so far so this brings us to the possible issue with either your modem or your device and then it's followed by the request and for me to identify which i'm going to ask you a series of questions to diagnose the problem is that okay with you okay fair enough the customer would have no problem complying because she knows the purpose of those questions this pattern is like saying this is the current status here's what i need you to do and if you do that i'm going to provide you with an update or better yet a resolution later so it's a it's a give and take relationship you're making your customer do things but at the same time you're giving something in return because what usually happens is that agents tend to ask ask ask without giving anything in return god only knows what the plan is whether there's any progress the customers don't don't have a clue they feel lost and they feel impatient and no wonder whereas with erc you're providing your customers with mini updates along the way so the customer would couldn't help but think i'm going to follow what this cos was that what this agent is telling me to do because it sounds like she knows what she's doing she keeps me updated along the way she helps me understand and she makes the process less intimidating and it feels safe and it feels good that is basically to establish trust with your customer this is really all about trust if your customer doesn't trust your ability or your willingness to help her it's going to be hard for you to make her do things and obtain information from her and you might think that well i'm the expert here why can't she just bloody well listen to me that is true but remember that your customer has the eyes to see and and the hands to move things around for you so it is very important that she feels that it it is a collaboration instead of you trying to make her do things and not explaining a thing there's no outage in your area and there's no open ticket submitted so far so this brings us to the possible issue with either your modem or your device and for me to identify which i'm going to ask you a series of questions to diagnose the problem is that okay with you okay fair enough okay thank you uh so what device are you currently using i'm using my desktop computer are you using a wired connection or a wireless connection yes the one plugged in behind the cpu so it is a wired connection from your cpu to your modem right yes it's a wired connection okay are you in the same room as your modem where your internet is set up i'm sorry honey about i don't know what a modem is but yes i think i'm in the same room where your technician set up my internet so okay great um so your modem is the flat rectangular box it has it has two upright antennas it's black and it has a white question logo on top of it do you see it somewhere i see it okay uh i also see power internet w-l-a-m l-a-n another thing um am i looking at the right thing yeah yes yes you are that's your modem um could you tell me the colors of the indicator lights from each of those i see flashing lights and there's a lot of red here that's not a good sign is it no no it's not a good sign red is a sign that something is malfunctioning and we have to identify which so could you tell me which parts are in red is it the internet is it the land i see red on internet on wlan and lan okay this sounds like a modem issue to me because of the red lights and i'm assuming that your other devices are also not working right could you could you please connect another device maybe try playing a video on youtube or browse yeah i wouldn't get my hopes up honey but let me see one second let me play some youtube cat videos okay nope nope not working same issue okay okay then we're gonna do a modern reset since there's no outage in your area and yet your modem is flashing red so okay that makes sense what do you want me to do okay so at the back of your modem do you see a black cable it's um it's thin and it's connected to a port that says power hold on um yes i see it okay great now please unplug that for at least 30 seconds all right oh this is a little hard to unplug okay okay it's unplugged all right so now all lights from your modem should be off yep they're turned off all right okay so i just need to wait 30 seconds right yes and after 30 seconds plug it back in okay okay it's just weird nobody was touching it this morning it just stopped working yes this could happen sometimes due to occasional glitches but but this shouldn't happen very often um is this your first time experiencing this since you signed up with us last march yeah yeah this is my first time for sure okay and i hope to god this works because worst case scenario i'd have to run to my starbucks and buy a coffee just to connect and i'm on a spending detox and i can spend so much money so this better work yeah i i understand um i spend an insane amount of money in starbucks too so we understand but we're gonna we're gonna find out soon in a few seconds and hopefully this will solve it if not we're gonna try we're gonna we're gonna do something else that's for sure the part for small talk you're waiting for the modem to reboot you have nothing else to do what else are you gonna do small talk and the good thing about the small talk in this conversation is that it's related to the issue at hand so it's not that hard to small talk now a small thought is going to be a topic for another video but know that there are going to be parts in the troubleshooting process where you're going to you're going to wait for something to reboot and you have to talk to your customer to avoid awkward silences and this is one of those we understand but we're gonna we're gonna find out soon in a few seconds and hopefully this will solve it if not we're gonna try we're gonna we're gonna do something else that's for sure okay uh so i am now plugging it back in here it goes voila it's plugged great okay now we just need to wait for one more minute for it to come for it to completely restart okay and after that all the lights should turn green others will blink that's normal but there should be no more red lights all right um do you mind staying on the line until i can confirm that it's working okay i don't want to call second time and explain again in case it doesn't of course i also need to confirm that it's resolved before i could end the call so take your time thank you um do you think i can do this on my own the next time my internet stops working unplug then re-plug the cable i know i should have thought about this before but i don't want to tinker with something i'm not too sure of so that's a great idea yes in fact um your modem is a good place to start when you're having connection issues think of it like a like a first aid if you will for connection problems and and that will save you time too because it does solve most connection problems exactly but i didn't know that i started calling you guys this morning it was around i remember it was around 8 am sharp and i was number 98 on the queue and my call got picked up only around 9. i mean that's a long wait oh yeah yes it is and and i apologize for that we're usually not this busy at this time of year but last week we had this major system upgrade and some services were disrupted and now lots of our customers are calling but next week everything should go back to normal huh just my luck huh that i got this problem right when you're having a high call volume yeah um it looks like it that seems to be the case yes because your issue doesn't seem to be related to our system upgrade it just so happened that you're calling in the middle of an upgrade so i'm so sorry about that oh well just my luck nothing can be done about it all right um i think it's already two minutes okay can you test your internet and see if you're connected maybe try sending your report okay uh well um let me check my phone first because i have it closer to me okay it looks like my youtube is now working on my phone okay i already browsed okay is that okay here it is okay yeah it's working now the cat videos are playing okay okay wonderful wonderful now what about your desktop now let me check the other one let me check my desktop let me see hold on okay okay oh hold on hold on something is wrong i'm trying to send my report right now for my desktop and uh it's still not working i'm still seeing the no internet prompt oh why okay so your phone is working but not your desktop right yes correct could you pl could you please check again the light indicators on your modem are there any red lights still no they're all green some of them are blinking but they're all green okay could the blinking parts be the problem no a blinking green light is normal we only need to watch out for the red okay so there's a great chance that the issue isn't with your modem anymore because a the red lights are are now green and your phone is already connected but not your desktop so yeah it's weird that's certainly weird problem is i need to send my report via desktop so i really need this fixed of course of course and we're going to do that now could you do me a favor and check if the cable connected to your cpu is the exact cable connected to your modem of course it is look there's only one cable so it can't be the problem can it you're right you're right it's unlikely but before we proceed to the more complicated steps it's advisable that we confirm the basic setup first this will be quick it'll be finished before you know it okay fine thank you in this part sophie instead of complying to candace's request lodged an objection and that's normal even if you you use the erc framework there's gonna be a point in the troubleshooting process where the customer is getting impatient and if the customer just doesn't see the point of doing what you want her to do then she's going to lodge an objection in this case the customer didn't see the point of checking the cable because as she said there's only one cable what's the point of checking if it's the exact cable connected from the cpu to the modem as the agent you could overcome your customers objection by understanding where they're coming from and acknowledging the validity of their reasoning in this case candice said you're right you're right it's unlikely so that's a very short sentence but it's already an acknowledgement that yes i do see the point of your reasoning and but then candace proceeded to say but before we proceed to the more complicated steps it's advisable that we confirm the basic setup first candice proceeded to emphasize the the importance of following the basic setup first before proceeding to the mo to the more complicated steps and she even added this will be quick it'll be finished before you know it okay fine you know she's just coming up with the reasons for sophie to follow her instructions and one one of the ways to do that is to emphasize that it's going to be fast and that's true by the way it's it's just a fast checking of the setup add up first this will be quick it'll be finished before you know it okay fine thank you so is the cable properly plugged in not loosely plugged or frayed or twisted in any way could you check for me well um i'm sure it's fine but give it one second thank you okay okay it looks okay to me but you know what what is it you will not believe what i'm seeing right now the cable the cable is horribly horribly twisted what is going on here i think i discovered a problem see at the back of the cpu the cable is barely plugged and the wire the wire is so twisted what is going on here really well um if if that's the case i wouldn't wonder if that's the very reason why it isn't working could you could you try plugging it in properly hold on i'm re-plugging it now okay i swear it was working just last night i don't know what happened here oh oh i think my grandson happened here dylan dylan honey what have you been playing this have you been playing with crystal here this morning it's not my sister did you play with my computer no do not play here okay hold on hold on sorry sorry let me try to okay it's plugged i'm sorry i i didn't think they'd actually play here but it looks like they did no problem no problem let's just be thankful that they were not hurt and that's a good thing that you found out so you could keep them safe next time that could be dangerous oh i need to lock this room from now on jesus christ these kids anyway um it looks like it's working now i don't see the exclamation point anymore uh hold on let me try to send my report okay of course go ahead so let me access my drafts and attach more files this and this and this and finally thank you so much candice thank you so much oh it's my pleasure sophie oh you're a lifesaver that's for sure oh well i'm i'm very glad that i helped you not to spend money on starbucks today so oh don't i agree so would there be anything else that i can help you with today nope but thank you so much you're getting a five star thank you and thank you so much for being my troubleshooting partner today just a quick recap you called in today because your phone and desktop couldn't connect to the internet first we reset your modem and then we ensure that the cable from your cpu to your modem was properly connected and now both are connected all right and this right here is the recap based on my research with troubleshooting calls you have to always do the recap no matter what personally i think that it's unnecessary because did you hear what candice just said she basically just reviewed everything that happened in the troubleshooting process and confirm it with sophie for me recap is something you do when there's something that you don't want the customer to forget for example she wants to return an item and you want her to remember that hey you need to put them in the original packaging and you need to remember that there are things that are non-returnable but in this case it's just a troubleshooting issue and the customer basically knows what happened in the call because she just had it with you so for me it doesn't really make sense that there would be a recap in a troubleshooting call but i guess if i have to guess maybe the purpose for a recap is for qas to know exactly what happened in that call without listening to the whole whole call other than that it feels like you know in a telenovela you're telling the customer or you know previously because if i'm the customer i would hear an agent doing a recap i would just be thinking in my head yeah i i know exactly what we did in this call because i i just talked to you so anyway but know that recap is always going to be a part of a troubleshooting call for whatever reason just know that quick recap you called in today because your phone and desktop couldn't connect to the internet first we reset your modem and then we ensure that the cable from your cpu to your modem was properly connected and now both are connected yep now i'm gonna have a word with my grandkids you have yourself a great day candace bye you too sophie thank you for calling christian technical support bye because this is such a heavy lesson i am doing a summary for all the things that you need to remember from this video and i want you to screenshot these summaries because they're very important for you first is how to probe effectively the erc the explanation request compliance so call flow wise these are the steps for a troubleshooting call and lastly some of you might say that this is a pretty tame customer and she's not really irate that's true and this is also a very basic problem that's true i did this on purpose because i want to focus on the foundational principle of handling a troubleshooting call and making the problem complicated would just make it just very complicated for you to understand so this is already a very complicated lesson i don't want it i want to complicate things so yeah i just did it i just created a very simple problem demonstrating the the principles of handling this type of call and so that's it