Support

Call Flow Opening: Hi! Thank you for calling HughesNet Support. This is (Agent's Name). How can I help you today? Paraphrase: To my understanding, you are calling in regards to, (depending on the customer’s concern). Am I correct? Assurance: Let me do my best to assist you. Asking Permission to Probe: To further resolve your concern, may I ask a few questions and run some tests? Verification: May I ask for your first and last name? How about your HughesNet account number or phone number on file? Pulling up Customer Account: Please give me a few seconds to pull-up your account. Perform System Diagnostics/Test: Currently, I am running some diagnostics on your dish and modem. Probing Questions: When did it happen? What time did it start? What is your current time in your area? How is the weather in your place? Have you check your dish if the position was moved or altered? Have you checked all the cables that connects to your modem if there are any visible damage or cracks that it has sustained? How are you connecting to the Internet? (over a wireless network, or directly connected to your modem) (Or another router connected to a Wi-Fi modem / standard modem.) Are there any devices that can connect? Have there been any recent changes on your device or network's operating environment such as a new equipment, or software, etc.? Has anything happened that might be affecting your service such as power outage or storm? What gadgets are you using to connect? What are your usual online activities? How many users are there in your household? How many devices are connected to the internet? Are you able to do anything online? Please tell me how many lights are currently turned-on (lit) from your modem? Resolution: (Depending on the issue that you have probed). Test Internet Connection: Please close all active browser from your device and launch a new one. Next is go to any website that you often visit to test if it is loading normally. Summary/Recap/Customer Education: Just a recap, you called-in regarding to, (customer concern) and what we have done is (steps made to resolve your customer's concern). Offering a Survey: You will be receiving an email survey 30 minutes after this call. This is to rate the level of service that I have provided you today. We appreciate that you answer the survey to help us improve in assisting you in the near future. Providing the Reference Number: Let me also give you your reference number for this transaction. Please have a pen and paper handy. Your reference number is 123456789 Test Close: Is there anything else that I can help you with? Closing: Again my name is (Agent's Name) and thank you for calling HughesNet Support. Have a great day!