Untitled Note

Incontact ID: 8777639786 UID: 339106020 RC Phone Number: 5144811189 Customer First and Last Name: Natalhalie Extension #: 105 Callback #: 5144811189 Email Address: Account Verified: Y/N: Y Admin: Y/N: Y Description Information: Changed the security question, the extension changed and the calls dont work Set ETA: Troubleshooting: Guided the customer to change the security question in Nathalie Wadden and then to change the digital line in their extension going to phone system, then numbers, all numbers, and assign the number to their extension Resolution: A try call was made and it was successful, the customer left with the issue fixed Recap: Y/N N Gain Agreement to close the case: Y/N: N Promoted Support Site: Y/N: N Promoted Survey: Y/N: Y SAT Prediction: 10 I am resolving the case now: Y/N: Y Attached KB Article: Y/N: Y OPENING SPIEL "Thank you for calling RingCentral Technical Support, my name is David... may I ..." -Obtain First and Last name -Obtain Callback number -Pull up account -Mention/Verify 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 issue and goal (You can echo if need be) -Probe (Ask TARGETED QUESTIONS) -Set TS Expectations/Timeframe -Educate the customer of the TS needed to be done -Start TS or walkthrouh -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 Support site -Survey -Case Number