Day 4.1

1. Opening : Hi thank you for calling hughesnet support this is Lan. How can i help you today? 2. Paraphrase: to my understadning you are calling because you are experiencing a slow internet connection Am I correct? 3. Assurance :I am very sorry about that, But dont warry I will do my best to assist you okay? 4. Asking premission to probe: To further resolve your concenrn, is it okay to ask few questions and run some tests? 5. Verification: May I ask for your first and last name? ( thank you) Is it okay to call you Khier (okay) How about your hughesnet account number (thank you) 6. Pulling Up Customer: Please give me a few seconds to pull-up your account 7. I am running some diagnostics on your dish and modem: What time did it start Where is the modem located Is there any appliances or walls near the modem? ( oh i see) Upon some speed test it seems that you have 15mbps right now which is below acceptable internet speed 8. So here is what we are going to do, is it possible for you to move the cordless phone 15ft away from the modem , Just let me know if you are already done moving it away Did you already move it Khier? Thats great Lets Try to check your internet connection if there is any improvement Do you have any device on hand right now? can you try browsing the internet if it is working properly? So how is the internet? is it okay (thats great to hear) Just to let you know Khier the signal from the cordless phone can actually affect the signal strength of the internet. Is there anything alse I can help you with? Just a recap you called because of slow internet connection and we found out that the modem is located near the cordless phone that can affect the internet connection. and what we have done is we moved the cordless phone away from the modem and the signal got better Khier I will just let you know that you will be receiving REFERENCE Do you have paper and pen in handy? your ref is 1111 Closing: again y ------------------------------------------------------------------------------------------------------------------------------- : Can you kindly go to your modem : on the backof the modem there cables and one of them is a POWER cable? did you see it? follow the cable and unplugged it to the power box and after 10 seconds plugged in back in ( after 10 seconds) so while waiting for 10 sec, can i ask how are you doing today maam? that sound great 10 seconds had passed maam you may try to plug in back the power cable. Can you see if the lights from the modem are all lit? ( Thats great ) So i did a speed test again and the internet connection got better (its 50mbps now), can you try researching on the browser again to test if there is any improvement with your internet connection? Is there anything alse I can help you with Just a recap you called because of slow internet connection and the pages takes forever to load , so what we did is to restart your modem and there is an improvement to the internet connection.if you experience the same problem in the future try to restart the modem by following the steps that we did today okay? 10. Survey and Reference and Closing Proper Hold Procedure May I place this call on hold for 1 - 2 minutes so that I can (state the reason for holding)? (Customer say, YES. Place the customer on hold) Thank you. Please stay online and I will be placing you on hold. (Returning to the Customer - Need More Time) Thank you for patiently waiting and I apologize for the long hold. Currently, I need more time to look further on your concern. Can I again place you on hold for an another minute or two? (Returning to the Customer - With Results/Updates) Thank you for patiently waiting and I apologize for the long hold. Here is what I got from while you are on hold...