Telco Account Mock Call for Newbies - No Internet — Transcript

Full transcript

1. 0:00ready one two three go
2. 0:04thank you for calling christian
3. 0:06technical support my name is candace
4. 0:07i'll be your resolution specialist for
5. 0:09today may i have your name please
6. 0:12hi candace this is sophie
7. 0:14and
8. 0:15i'm pretty sure i'm 30 minutes away from
9. 0:17getting fired
10. 0:19here's the problem my internet stopped
11. 0:21working and the clock is ticking
12. 0:24i was about to send my report this
13. 0:25morning i hit send and poof the
14. 0:28connection's gone i'm seeing an
15. 0:30exclamation point at the bottom of my
16. 0:31screen if that makes any sense to you
17. 0:34and it's saying
18. 0:35no internet it's nine and i need to send
19. 0:38my report before 10 so
20. 0:41a little help please
21. 0:43i apologize for this inconvenience
22. 0:45sophie i
23. 0:46i understand that this is a time
24. 0:48sensitive issue and
25. 0:49i'll do my best to fix your connection
26. 0:51before 10 hopefully so thank you thank
27. 0:56you that's exactly what i want to hear
28. 0:59this is an effective empathy statement
29. 1:01because it affirms the customer's goal
30. 1:05what does she want she wants her
31. 1:06internet to be fixed before 10 so she
32. 1:09can send her report and not get fired
33. 1:12it's my pleasure
34. 1:13um
35. 1:14so you said that you were unable to send
36. 1:17your report and the screen is showing no
37. 1:20internet
38. 1:21is it an intermittent connection where
39. 1:23it's cutting in and out or is it a
40. 1:25complete loss of connection a complete
41. 1:28loss it's not just low or
42. 1:31uh as you said intermittent intermittent
43. 1:33connection no i've been reloading it for
44. 1:3630 minutes straight now and there is
45. 1:38nothing whatsoever
46. 1:41intermittent connection and a complete
47. 1:42loss of connection are two different
48. 1:44problems that require two different
49. 1:47troubleshooting process
50. 1:49therefore it is important for candice to
51. 1:51know early on in this call which of the
52. 1:55two problems is sophie really
53. 1:57experiencing
54. 1:59so that is why she asked the question to
55. 2:01clarify
56. 2:03this right here is the first part of
57. 2:05probing
58. 2:06in order to find the solution you have
59. 2:09to define
60. 2:11the problem as specifically as you can
61. 2:14and in this case the specific problem is
62. 2:17a complete loss of connection
63. 2:20now that we've determined the problem we
64. 2:22need to find the solution and we do that
65. 2:25by
66. 2:25finding out the cause of the problem and
67. 2:28then addressing that problem here's the
68. 2:30complicated part
69. 2:31with most technical issues the cause of
70. 2:34the problem is never straightforward for
71. 2:38example in this scenario a complete loss
72. 2:40of connection i can think of five
73. 2:43different possible reasons why
74. 2:46sophie is experiencing this and it could
75. 2:48be a modern issue could be an outage in
76. 2:51the area it could be that sophie did not
77. 2:53pay her bill or forgot to pay her bill a
78. 2:56device issue or it could be an obscure
79. 2:59issue that only a technician could solve
80. 3:02so what does this mean for your ahd or
81. 3:05average handling time
82. 3:07this means that you have to investigate
83. 3:10five possible causes within a limited
84. 3:14average handling time
85. 3:16meaning you have to do it as short as
86. 3:18possible as fast as possible
87. 3:21how exactly do you do that based on
88. 3:23these five hypotheses how do you make
89. 3:26your troubleshooting process as fast and
90. 3:29efficient and short as possible
91. 3:32do you have an idea
92. 3:34you have five seconds to answer that
93. 3:35question
94. 3:41and the answer is you need to start with
95. 3:44a hypothesis that takes the least amount
96. 3:46of time to confirm as you can see in
97. 3:49this table it's the power outage and the
98. 3:51non-payment that take the least amount
99. 3:54of time to confirm so the sooner you can
100. 3:57rule these two out the faster and more
101. 4:00simplified it will be for you
102. 4:02so i made a call flow chart for you to
103. 4:05make sense of everything that candace is
104. 4:07telling the customer to do
105. 4:09here we start with a call you know thank
106. 4:12you for calling question technical
107. 4:14support
108. 4:15and then the customer says that she has
109. 4:17no internet connection and that is a
110. 4:19complete loss of connection right
111. 4:21so of course what you do is you pull up
112. 4:24her account obviously
113. 4:27now after pulling a per account you have
114. 4:29to start with the possible cause that's
115. 4:32that takes the least amount of time to
116. 4:33confirm in this case
117. 4:35is to check for outages all right and
118. 4:37then you have to ask yourself is there
119. 4:39an outage if the answer is yes all you
120. 4:42have to do is to advise the customer to
121. 4:43wait for the fix because
122. 4:46no amount of troubleshooting will solve
123. 4:48the issue but to just wait for the fix
124. 4:51from the company
125. 4:52what happens after that is the end of
126. 4:55the call that's it that's all you have
127. 4:57to do if it's an outage issue you cannot
128. 4:59do anything else
129. 5:01and so if it's not an outage issue what
130. 5:04you have to do is to check for unpaid
131. 5:06services and if she does have an unpaid
132. 5:09bill
133. 5:10you have to advise her to settle her
134. 5:12balance that's the only
135. 5:14solution for this problem and then you
136. 5:16end the call
137. 5:18but if it's not an unpaid bill then it
138. 5:21could be a modern issue or a device
139. 5:23issue
140. 5:24in which case you have to have the
141. 5:27customer check if a second device can
142. 5:28connect to the internet and check the
143. 5:31light indicators can a second device
144. 5:34connect if a second device can connect
145. 5:36and the lights on the modem are green
146. 5:38that means that it is a possible issue
147. 5:41of the first device because why else
148. 5:43could the other device connect so in
149. 5:45this case what you have to do
150. 5:48is to ensure that the internet physical
151. 5:50setup is correct the cable is undamaged
152. 5:53and properly plugged or that the
153. 5:55internet configuration setting is
154. 5:56correct so you basically have to pay
155. 5:58attention to your device setup but let's
156. 6:01say
157. 6:02that a second device also cannot connect
158. 6:05and there are
159. 6:06maybe red lights not green lights it
160. 6:09will be under no and so if that's the
161. 6:12case then it is a possible modern issue
162. 6:15in which case you have to ask the
163. 6:16customer to reset her modem did the
164. 6:18reset work
165. 6:20and the answer if the answer is no then
166. 6:22your last resort would be to dispatch a
167. 6:24technician because that's the last
168. 6:26resort so whatever happens here as you
169. 6:28can see
170. 6:29everything will lead to
171. 6:32you ending the call
172. 6:35but some problems as you can see are
173. 6:38less complicated and take less takes
174. 6:40take less time to solve and others like
175. 6:43modern issue and issue of the device
176. 6:46take longer to solve
177. 6:48so now we're going to continue with a
178. 6:50mock call is it an intermittent
179. 6:52connection where it's cutting in and out
180. 6:54or is it a complete loss of connection a
181. 6:57complete loss it's not just low or
182. 7:00uh as you said
183. 7:02internet intermittent connection no i've
184. 7:05been reloading it for 30 minutes
185. 7:06straight now and there is nothing
186. 7:09whatsoever
187. 7:10i see okay
188. 7:12okay so i'm going to start
189. 7:14troubleshooting now first thing i'm
190. 7:15going to do is to check for outages in
191. 7:17your area and for that i would need to
192. 7:19pull up your account may i may have your
193. 7:21account number it's uh
194. 7:24two and three
195. 7:26four five six
196. 7:28eight 879.
197. 7:30thank you
198. 7:31notice this pattern because this is
199. 7:33crucial
200. 7:34erc or explanation request
201. 7:39compliance so this is a very common
202. 7:41pattern when making a request to your
203. 7:43customer it's going to be like this
204. 7:45throughout the call erc erc a continuous
205. 7:49cycle of erc until there is a solution
206. 7:52but how exactly does erc look like as
207. 7:55you heard earlier the agent said so the
208. 7:57first thing i'm going to do now is to
209. 7:59pull up your account to check for
210. 8:00outages in your area
211. 8:02so that is the explanation
212. 8:05in this case the agent is telling the
213. 8:07customer her plan as to how
214. 8:10she would go about solving her problems
215. 8:12in the request part she said may you
216. 8:14know your account number after that we
217. 8:17know that the request is successful
218. 8:19because the customer gave her account
219. 8:21number so that's the first erc cycle of
220. 8:24this call now let's proceed and i want
221. 8:26you to notice the next one so i'm going
222. 8:29to start troubleshooting now first thing
223. 8:31i'm going to do is to check for outages
224. 8:32in your area and for that i would need
225. 8:34to pull up your account
226. 8:36may i have your account number it's
227. 8:39two and three
228. 8:41four five six uh
229. 8:44eight seven nine
230. 8:45thank you and your complete name and
231. 8:47best callback number sophie collins nine
232. 8:50six two one six four four five six six
233. 8:54awesome
234. 8:56and your four digit passcode
235. 8:58oh come on are you kidding me what is
236. 9:00that
237. 9:01where can i find that
238. 9:03uh do you remember the four digit
239. 9:05passcode you set up when you when you
240. 9:07ordered a service i don't i don't know
241. 9:12um
242. 9:13try one four two six okay one four two
243. 9:16six okay got it and lastly i just need
244. 9:19the address where your internet is
245. 9:21installed so i can check if there's an
246. 9:23ongoing outage in your area
247. 9:261065 winterfell street
248. 9:29philadelphia pennsylvania 19093
249. 9:34thank you one moment please
250. 9:36while i'm checking for outages
251. 9:38by the way
252. 9:39candace at this moment is not just
253. 9:42checking for outages she's also checking
254. 9:44for
255. 9:45unpaid bills but she's not actually
256. 9:47gonna tell sophie that because what's
257. 9:50the point of saying
258. 9:51great sophie i see that your
259. 9:54loss of connection isn't isn't caused by
260. 9:57an unpaid bill what's the point of
261. 9:59saying that that would be
262. 10:01catastrophic for the rapport
263. 10:04um the likely response of sophie would
264. 10:06be like
265. 10:08of course i paid do you think i'm an
266. 10:10idiot you're wasting my time fix my
267. 10:12connection now why are you checking my
268. 10:14billing history of course i paid
269. 10:17so you don't want that to happen check
270. 10:19the billing history of your customer
271. 10:21secretly and only bring up that issue if
272. 10:25she really has an unpaid bill
273. 10:31all right there's no outage in your area
274. 10:33and there's no
275. 10:34open ticket submitted so far so
276. 10:37this brings us to the possible issue
277. 10:39with either your modem or your device
278. 10:42and for me to identify which i'm going
279. 10:44to ask you a series of questions to
280. 10:46diagnose the problem is that okay with
281. 10:48you okay
282. 10:49fair enough did you notice that that's
283. 10:52the second cycle of erc there's no
284. 10:54outage in your area and there's no
285. 10:56open ticket submitted so far so
286. 10:59this brings us to the possible issue
287. 11:01with either your modem or your device
288. 11:04and then it's followed by the request
289. 11:06and for me to identify which i'm going
290. 11:09to ask you a series of questions to
291. 11:10diagnose the problem is that okay with
292. 11:12you okay fair enough
293. 11:15the customer would have no problem
294. 11:16complying because she knows the purpose
295. 11:19of those questions this pattern is like
296. 11:21saying
297. 11:22this is the current status
298. 11:24here's what i need you to do and if you
299. 11:26do that i'm going to provide you with an
300. 11:29update or better yet a resolution later
301. 11:33so it's a it's a give and take
302. 11:34relationship you're making your customer
303. 11:36do things but at the same time you're
304. 11:38giving something in return because what
305. 11:41usually happens is that agents tend to
306. 11:44ask ask ask without giving anything in
307. 11:47return god only knows what the plan is
308. 11:50whether there's any progress the
309. 11:52customers don't don't have a clue they
310. 11:54feel lost and they feel impatient and no
311. 11:57wonder whereas with erc you're providing
312. 12:00your customers with mini updates along
313. 12:03the way so the customer would couldn't
314. 12:05help but think i'm going to follow what
315. 12:08this cos was that what this agent is
316. 12:10telling me to do because it sounds like
317. 12:12she knows what she's doing she keeps me
318. 12:15updated along the way she helps me
319. 12:17understand and she makes the process
320. 12:19less intimidating and it feels safe and
321. 12:22it feels good that is basically
322. 12:25to establish
323. 12:27trust with your customer this is really
324. 12:29all about trust if your customer doesn't
325. 12:32trust your ability or your willingness
326. 12:34to help her it's going to be hard for
327. 12:36you to make her do things and obtain
328. 12:38information from her and you might think
329. 12:40that well i'm the expert here why can't
330. 12:43she just bloody well listen to me
331. 12:47that is true but remember that your
332. 12:50customer has the eyes to see and and
333. 12:54the hands to move things around for you
334. 12:56so it is very important that she feels
335. 12:59that it it is a collaboration instead of
336. 13:01you trying to make her do things and not
337. 13:04explaining a thing there's no outage in
338. 13:06your area and there's no
339. 13:08open ticket submitted so far so
340. 13:11this brings us to the possible issue
341. 13:13with either your modem or your device
342. 13:15and for me to identify which i'm going
343. 13:18to ask you a series of questions to
344. 13:20diagnose the problem is that okay with
345. 13:22you okay fair enough okay thank you uh
346. 13:26so what device are you currently using
347. 13:28i'm using my desktop computer
348. 13:30are you using a wired connection or a
349. 13:32wireless connection yes the one
350. 13:35plugged in behind the cpu
351. 13:38so
352. 13:39it is a wired connection from your cpu
353. 13:41to your modem right yes it's a wired
354. 13:44connection
355. 13:45okay
356. 13:47are you in the same room as your modem
357. 13:49where your internet is set up
358. 13:52i'm sorry honey about i don't know what
359. 13:55a modem is but
360. 13:57yes i think i'm in the same room where
361. 13:59your technician set up my internet so
362. 14:02okay great um so your modem is the flat
363. 14:06rectangular box
364. 14:08it has
365. 14:09it has two upright antennas it's black
366. 14:13and it has a white question logo on top
367. 14:16of it do you see it somewhere i see it
368. 14:19okay uh i also see power internet
369. 14:22w-l-a-m
370. 14:24l-a-n another thing um am i looking at
371. 14:27the right thing yeah yes yes you are
372. 14:29that's your modem um could you tell me
373. 14:32the colors of the indicator lights from
374. 14:33each of those
375. 14:35i see flashing lights and there's a lot
376. 14:38of red here that's not a good sign is it
377. 14:41no no it's not a good sign
378. 14:43red is a sign that something is
379. 14:45malfunctioning and we have to identify
380. 14:47which so could you tell me which parts
381. 14:49are in red is it the internet is it the
382. 14:51land
383. 14:52i see red on internet on wlan and lan
384. 14:58okay
385. 15:01this sounds like a modem issue to me
386. 15:03because of the red lights and i'm
387. 15:05assuming that your other devices are
388. 15:07also not working right could you could
389. 15:09you please connect another device maybe
390. 15:11try playing a video on youtube or browse
391. 15:13yeah i wouldn't get my hopes up honey
392. 15:15but let me see one second let me play
393. 15:17some youtube cat videos
394. 15:20okay
395. 15:22nope
396. 15:23nope not working same issue okay
397. 15:26okay
398. 15:27then we're gonna do a modern reset since
399. 15:30there's no outage in your area and yet
400. 15:32your modem is flashing red
401. 15:34so okay that makes sense
402. 15:36what do you want me to do
403. 15:37okay so at the back of your modem do you
404. 15:40see a black cable it's um it's thin and
405. 15:43it's connected to a port that says power
406. 15:46hold on
407. 15:47um
408. 15:48yes i see it
409. 15:50okay great now please unplug that for at
410. 15:53least 30 seconds all right
411. 15:56oh
412. 15:57this is
413. 15:58a little hard to unplug
414. 16:02okay
415. 16:04okay it's unplugged all right
416. 16:07so now all lights from your modem should
417. 16:10be off yep they're turned off all right
418. 16:12okay so i just need to wait 30 seconds
419. 16:15right yes and after 30 seconds plug it
420. 16:18back in okay
421. 16:20okay it's just weird nobody was touching
422. 16:23it this morning it just stopped working
423. 16:28yes this could happen sometimes
424. 16:30due to occasional glitches but but
425. 16:34this shouldn't happen very often um
426. 16:36is this your first time experiencing
427. 16:38this since you signed up with us last
428. 16:40march
429. 16:41yeah
430. 16:42yeah this is my first time for sure okay
431. 16:44and i hope to god this works because
432. 16:46worst case scenario i'd have to run to
433. 16:48my starbucks and buy a coffee just to
434. 16:50connect and
435. 16:52i'm on a spending detox and i can spend
436. 16:54so much money so
437. 16:55this better work
438. 16:57yeah i i understand um
439. 16:59i spend an insane amount of money in
440. 17:01starbucks too so we understand but we're
441. 17:04gonna we're gonna find out soon in a few
442. 17:06seconds and hopefully this will solve it
443. 17:08if not we're gonna try we're gonna we're
444. 17:10gonna do something else that's for sure
445. 17:13the part for small talk you're waiting
446. 17:15for the modem to reboot you have nothing
447. 17:17else to do what else are you gonna do
448. 17:19small talk
449. 17:21and
450. 17:22the good thing about the small talk in
451. 17:23this conversation is that
452. 17:25it's related to the issue at hand so
453. 17:28it's not that
454. 17:30hard to small talk
455. 17:32now a small thought is going to be a
456. 17:34topic for another video but know that
457. 17:37there are going to be parts
458. 17:40in the troubleshooting process where
459. 17:42you're going to you're going to wait for
460. 17:44something to reboot and you have to talk
461. 17:48to your customer
462. 17:49to avoid awkward silences and this is
463. 17:51one of those we understand but we're
464. 17:54gonna we're gonna find out soon in a few
465. 17:56seconds and hopefully this will solve it
466. 17:58if not we're gonna try we're gonna we're
467. 18:00gonna do something else that's for sure
468. 18:03okay
469. 18:04uh so i am now plugging it back in
470. 18:07here it goes
471. 18:12voila it's plugged great okay
472. 18:15now we just need to wait for one more
473. 18:17minute for it to come for it to
474. 18:19completely restart
475. 18:20okay
476. 18:22and after that all the lights should
477. 18:24turn green others will blink that's
478. 18:27normal but there should be no more red
479. 18:29lights all right um
480. 18:31do you mind staying on the line until i
481. 18:32can confirm that it's working okay i
482. 18:34don't want to call second time and
483. 18:36explain again in case it doesn't
484. 18:38of course i also need to confirm that
485. 18:40it's resolved before i could end the
486. 18:41call so take your time
487. 18:43thank you
488. 18:45um
489. 18:46do you think i can do this on my own the
490. 18:48next time my internet stops working
491. 18:50unplug then re-plug the cable i know i
492. 18:52should have thought about this before
493. 18:53but i don't want to tinker with
494. 18:54something i'm not too sure of so
495. 18:58that's a great idea yes
496. 19:00in fact um your modem is a good place to
497. 19:03start when you're having connection
498. 19:04issues
499. 19:06think of it like a
500. 19:08like a first aid if you will
501. 19:10for connection problems and and that
502. 19:12will save you time too because it does
503. 19:15solve most connection problems
504. 19:18exactly but i didn't know that i started
505. 19:20calling you guys this morning it was
506. 19:22around
507. 19:23i remember it was around 8 am sharp
508. 19:26and i was number 98 on the queue and my
509. 19:28call got picked up only around 9. i mean
510. 19:31that's a long wait oh yeah yes it is and
511. 19:35and i apologize for that
512. 19:37we're usually not this busy at this time
513. 19:39of year but
514. 19:40last week
515. 19:41we had this major system upgrade and
516. 19:45some services were disrupted and now
517. 19:47lots of our customers are calling but
518. 19:49next week
519. 19:50everything should go back to normal huh
520. 19:53just my luck huh that i got this problem
521. 19:55right when you're having a high call
522. 19:57volume
523. 19:58yeah um it looks like it that seems to
524. 20:00be the case yes because
525. 20:03your issue doesn't seem to be related to
526. 20:05our system upgrade it just so happened
527. 20:07that you're calling in the middle of an
528. 20:08upgrade so
529. 20:10i'm so sorry about that oh well just my
530. 20:13luck
531. 20:14nothing can be done about it
532. 20:16all right um
533. 20:18i think it's already two minutes
534. 20:20okay can you test your internet and see
535. 20:23if you're connected maybe try sending
536. 20:25your report okay uh well um let me check
537. 20:28my phone first because i have it closer
538. 20:30to me
539. 20:31okay
540. 20:33it looks like
541. 20:34my youtube is now working on my phone
542. 20:37okay i already browsed okay is that okay
543. 20:40here it is
544. 20:42okay yeah it's working now the cat
545. 20:44videos are playing
546. 20:45okay
547. 20:46okay wonderful wonderful now what about
548. 20:49your desktop now let me check the other
549. 20:51one let me check my desktop
550. 20:55let me see
551. 20:57hold on
552. 21:00okay okay
553. 21:03oh hold on hold on something is wrong
554. 21:06i'm trying to send my report right now
555. 21:08for my desktop and uh it's still not
556. 21:10working i'm still seeing the no internet
557. 21:13prompt oh
558. 21:14why
559. 21:15okay
560. 21:16so your phone is working but not your
561. 21:18desktop right
562. 21:20yes correct
563. 21:22could you pl could you please check
564. 21:24again the light indicators on your modem
565. 21:26are there any red lights still
566. 21:28no they're all green some of them are
567. 21:30blinking but they're all green okay
568. 21:33could the blinking parts be the problem
569. 21:35no a blinking green light is normal we
570. 21:38only need to watch out for the red
571. 21:40okay so
572. 21:42there's a great chance that the issue
573. 21:44isn't with your modem anymore because a
574. 21:46the red lights are
575. 21:48are now green and your phone
576. 21:51is already connected but not your
577. 21:52desktop so
578. 21:54yeah it's weird that's certainly weird
579. 21:57problem is i need to send my report via
580. 21:59desktop so i really need this fixed of
581. 22:01course of course and we're going to do
582. 22:03that now could you do me a favor and
583. 22:05check if the cable connected to your cpu
584. 22:09is the exact cable connected to your
585. 22:11modem
586. 22:12of course it is look there's only one
587. 22:14cable so it can't be the problem can it
588. 22:17you're right you're right it's unlikely
589. 22:20but before we proceed to the more
590. 22:22complicated steps it's advisable that we
591. 22:25confirm the basic setup first
592. 22:28this will be quick it'll be finished
593. 22:30before you know it okay
594. 22:32fine
595. 22:33thank you in this part
596. 22:35sophie instead of complying to candace's
597. 22:38request
598. 22:39lodged an objection
599. 22:42and that's normal even if you you use
600. 22:45the erc framework there's gonna be a
601. 22:48point in the troubleshooting process
602. 22:50where the customer is getting impatient
603. 22:53and if the customer just doesn't see the
604. 22:55point of doing what you want her to do
605. 22:57then she's going to lodge an objection
606. 22:59in this case the customer didn't see the
607. 23:00point of checking the cable because as
608. 23:03she said there's only one cable what's
609. 23:05the point of checking if it's the exact
610. 23:07cable connected from the cpu to the
611. 23:10modem as the agent you could overcome
612. 23:12your customers objection by
613. 23:15understanding where they're coming from
614. 23:18and
615. 23:19acknowledging the validity of their
616. 23:22reasoning
617. 23:23in this case candice said
618. 23:25you're right you're right it's unlikely
619. 23:27so that's a very short sentence but it's
620. 23:29already an acknowledgement that yes i do
621. 23:32see the point of your reasoning
622. 23:34and but then candace proceeded to say
623. 23:37but before we proceed to the more
624. 23:39complicated steps it's advisable that we
625. 23:42confirm the basic setup first candice
626. 23:45proceeded to emphasize the the
627. 23:48importance of following the basic setup
628. 23:50first before proceeding to the mo to the
629. 23:53more complicated steps and she even
630. 23:55added this will be quick it'll be
631. 23:57finished before you know it okay
632. 24:00fine you know she's just coming up with
633. 24:02the reasons for sophie to follow her
634. 24:05instructions and
635. 24:06one one of the ways to do that is to
636. 24:08emphasize that it's going to be fast and
637. 24:10that's true by the way it's it's just a
638. 24:12fast checking of the setup add up first
639. 24:16this will be quick it'll be finished
640. 24:18before you know it okay
641. 24:20fine
642. 24:21thank you so is the cable properly
643. 24:24plugged in not loosely plugged or frayed
644. 24:26or twisted in any way could you check
645. 24:29for me
646. 24:31well um
647. 24:32i'm sure it's fine but
648. 24:34give it one second thank you
649. 24:36okay
650. 24:38okay it looks okay to me but
651. 24:44you know what what is it you will not
652. 24:46believe what i'm seeing right now the
653. 24:48cable the cable is
654. 24:50horribly horribly twisted what is going
655. 24:53on here
656. 24:54i think i discovered a problem see
657. 24:57at the back of the
658. 24:58cpu the cable is barely plugged and the
659. 25:01wire
660. 25:03the wire is so twisted what is going on
661. 25:06here
662. 25:07really well um
663. 25:09if if that's the case i wouldn't wonder
664. 25:11if that's the very reason why it isn't
665. 25:13working could you could you try plugging
666. 25:15it in properly
667. 25:17hold on i'm re-plugging it now okay i
668. 25:19swear it was working just last night i
669. 25:22don't know what happened here oh
670. 25:24oh i think
671. 25:26my grandson happened here dylan
672. 25:30dylan honey
673. 25:33what have you been playing this
674. 25:34have you been playing with crystal here
675. 25:36this morning
676. 25:37it's not my sister did you play with my
677. 25:40computer
678. 25:41no do not play here okay
679. 25:44hold on hold on sorry
680. 25:46sorry let me try to
681. 25:48okay it's plugged i'm sorry i i didn't
682. 25:51think they'd actually play here but it
683. 25:53looks like they did no problem no
684. 25:55problem let's just be thankful that they
685. 25:57were not hurt and that's a good thing
686. 25:59that you found out so you could keep
687. 26:00them safe next time
688. 26:02that could be dangerous oh i need to
689. 26:04lock this room from now on jesus christ
690. 26:06these kids
691. 26:08anyway um it looks like it's working now
692. 26:11i don't see the exclamation point
693. 26:13anymore uh hold on let me try to send my
694. 26:15report okay of course go ahead
695. 26:20so let me access my drafts and
696. 26:23attach more files
697. 26:26this
698. 26:27and
699. 26:28this
700. 26:30and this
701. 26:32and
702. 26:35finally thank you so much candice thank
703. 26:38you so much oh it's my pleasure sophie
704. 26:42oh you're a lifesaver that's for sure
705. 26:46oh
706. 26:47well i'm i'm very glad that i helped you
707. 26:49not to spend money on starbucks today so
708. 26:51oh don't i agree
709. 26:55so would there be anything else that i
710. 26:56can help you with today
711. 26:58nope but thank you so much you're
712. 27:00getting a five star
713. 27:02thank you and thank you so much for
714. 27:04being my troubleshooting partner today
715. 27:06just a quick recap you called in today
716. 27:08because your phone and desktop couldn't
717. 27:10connect to the internet first we reset
718. 27:12your modem and then we ensure that the
719. 27:14cable from your cpu to your modem was
720. 27:16properly connected and now both are
721. 27:19connected all right and this right here
722. 27:21is the recap based on my research with
723. 27:24troubleshooting calls you have to always
724. 27:27do the recap no matter what personally i
725. 27:30think that it's unnecessary
726. 27:33because did you hear
727. 27:34what candice just said she basically
728. 27:36just reviewed
729. 27:38everything that happened in the
730. 27:40troubleshooting process and confirm it
731. 27:42with sophie
732. 27:44for me recap is something you do when
733. 27:46there's something that you don't want
734. 27:48the customer to forget for example she
735. 27:50wants to return an item
736. 27:52and
737. 27:52you want her to remember that hey you
738. 27:54need to
739. 27:56put them in the original packaging and
740. 27:58you need to remember that there are
741. 28:00things that are non-returnable but in
742. 28:01this case it's just a troubleshooting
743. 28:03issue and the customer basically
744. 28:05knows what happened
745. 28:07in the call because she just had it with
746. 28:09you
747. 28:10so for me it doesn't really make sense
748. 28:12that there would be a recap in a
749. 28:14troubleshooting call but i guess if i
750. 28:17have to guess
751. 28:18maybe
752. 28:19the purpose for a recap is for qas to
753. 28:22know exactly what happened in that call
754. 28:24without listening to the whole whole
755. 28:27call other than that it feels like you
756. 28:29know in a telenovela you're telling the
757. 28:31customer
758. 28:34or you know previously because if i'm
759. 28:37the customer i would hear an agent doing
760. 28:39a recap i would just be thinking in my
761. 28:41head
762. 28:42yeah i i know exactly what we did in
763. 28:44this call
764. 28:45because i i just talked to you
765. 28:48so anyway but know that recap is always
766. 28:51going to be a part of a troubleshooting
767. 28:53call for whatever reason just know that
768. 28:56quick recap you called in today because
769. 28:58your phone and desktop couldn't connect
770. 29:00to the internet first we reset your
771. 29:03modem and then we ensure that the cable
772. 29:04from your cpu to your modem was properly
773. 29:07connected and now both are connected yep
774. 29:10now i'm gonna have a word with my
775. 29:12grandkids
776. 29:13you have yourself a great day candace
777. 29:15bye
778. 29:16you too sophie thank you for calling
779. 29:18christian technical support bye because
780. 29:20this is such a heavy lesson i am doing a
781. 29:23summary
782. 29:24for all the things that you need to
783. 29:26remember from this video and i want you
784. 29:28to screenshot these summaries because
785. 29:30they're very important for you
786. 29:32first is how to probe effectively
787. 29:38the erc the explanation request
788. 29:42compliance
789. 29:47so call flow wise these are the steps
790. 29:50for a troubleshooting call
791. 29:56and lastly some of you might say that
792. 29:58this is a pretty tame customer and she's
793. 30:00not really irate that's true and this is
794. 30:03also a very basic problem that's true i
795. 30:07did this on purpose because
796. 30:08i want to focus on the foundational
797. 30:11principle of handling a troubleshooting
798. 30:13call and making the problem
799. 30:15complicated
800. 30:17would just make it
801. 30:18just very complicated for you to
802. 30:20understand so this is already a very
803. 30:21complicated lesson i don't want it i
804. 30:24want to complicate things so yeah i just
805. 30:26did it i just created a very simple
806. 30:29problem
807. 30:30demonstrating the
808. 30:33the
809. 30:33principles of handling this type of call
810. 30:38and so that's it