OPENING SPIEL
SCRIPT: "Thank you for calling Samsung Technical Support, my name is <Your name>. May I ask what product are you calling about today?" "How can I help you with your <insert BP product>?"
EMPATHY AND REASSURANCE
SCRIPT: "I do understand how hard it is for you not to be able to use your phone but no worries, I'll be more than happy to help you with the concern."
SCRIPT: “I do understand the inconvenience you have faced with your device but rest assured <insert BP name> I definitely will make sure that it gets sorted out today”
SCRIPT: “I can see how important this phone is to you <insert BP name> but rest assured, I'll do my best to assist you with this concern.”
ACCOUNT VERIFICATION
SCRIPT: "May I know from which service provider did you purchase your phone with?"
SCRIPT: "Is this your first time calling Samsung? or Have you called Samsung before?"
SCRIPT: "May I have your best contact number please just in case the line got disconnected?"
SCRIPT: "Is this office or home number?"
ACCOUNT
CREATION
SCRIPT: "Let me create a profile for reference and documentation purposes."
"May I have your first and last name please?"
"May I call you by your first name?"
"May I have your ZIP code as well?"
(Spell BP’s name and email, phonetically)
(Check for the email address)
SCRIPT: "Do you want to share your email to receive updates and promotions from Samsung?"
(Create a business partner profile)
(If there’s an existing profile, first and last name, phone number and the ZIP will do to verify BP’s profile).
If the existing profile has an email address, verify the email.
CLOSING
SPIEL
SCRIPT: "Is there anything else I can help you today?"
SCRIPT: "<insert BP name>, we appreciate your business and thank you for calling Samsung Technical Support."