Untitled Note

Thank you for choosing RingCentral., my name is victor... may I ..." -Obtain First and Last name -Obtain the Callback number -RingCentral Phone Number -Pull up account (abrir cuenta) -Mention/Verify the Company name and nature of business -Acknowledge Loyalty (Sign-up/Start date) -Verify Account and Customer Email ISSUE and GOAL ALIGNMENT "Okay, how can I help you today?" "What are your goals for today?" -Acknowledge the issue and goal (You can echo if need be) -SAT Prediction: 10 to 20 mins -Probe (Ask TARGETED QUESTIONS) -Set TS Expectations/Timeframe -Educate the customer of the TS that needed to be done -Start TS or walkthrough -Run test reso if applicable CLOSING SPIEL "Alright, Mr./Ms. Customer, just to make sure we've got everything covered.." -Recap (End with a Is there anything else I can help you with?) "If there is nothing else, I will be closing this case now and will be marking it as resolved...." -Promote the Support site -Survey -------------------------------------------------------------------------------------------------------------------------------------- In contact ID:462376787578 UID:2084639020 RC Phone Number:4804984926 Customer First and Last Name: Bree Lepore Extension #101 Callback #6028483553 Email: Account Verified: Y Admin: Y Description: call handling is not working and the cx wants a delete an ext and get a refund cause don't need it the cx will contact account manager and disconnect the call Troubleshooting: ------------------------------------------------------------ Recap: Y Gain Agreement to close the case: Y Promoted Support Site: Y Promoted Survey: Y SAT Prediction: 10 I am resolving the case now: Y Attached KB Article: Y ------------------------------------------------------------------------------------------- Subject: For Bree Lepore | call handling is not working | Resolved by Victor Riano ------------------------------------------------------------------------------------------------ UID: 2556401020 Incontact ID: 462229907641 First name / Last name: Omar Blair Contact Number:3012764344 Email Address: oblair@medvenous.com Account Verified: Y ---------------------------------------------------------------- Case #: Incontact 462376787578 UID:2084639020 Issue: the cx wants a delete an ext and get a refound TS Done: help needed: its possible to do a refund? ------------------------------------------------------- https://support.ringcentral.com/article-v2/Setting-up-TCR-registration-assigning-numbers-to-SMS-campaigns.html?brand=RingCent ral