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Case Scenario Internet Not Working 25TH Nov

The document outlines a customer support call regarding an internet outage, where the agent diagnoses the issue based on modem light indicators and identifies that the customer's promotional plan has expired, leading to service problems. The agent offers to renew the promotional plan to restore services and lower the bill, explaining the benefits of renewal. After the customer selects a plan, the agent confirms the renewal process and provides follow-up support information.

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Eddie Nyams
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2 views2 pages

Case Scenario Internet Not Working 25TH Nov

The document outlines a customer support call regarding an internet outage, where the agent diagnoses the issue based on modem light indicators and identifies that the customer's promotional plan has expired, leading to service problems. The agent offers to renew the promotional plan to restore services and lower the bill, explaining the benefits of renewal. After the customer selects a plan, the agent confirms the renewal process and provides follow-up support information.

Uploaded by

Eddie Nyams
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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CASE SCENARIO INTERNET NOT WORKING 25TH NOV

Agent Introduction
"Thank you for calling Support, this is Peter. How may I assist you today?"

Customer Issue: Internet Not Working


"I’m really sorry for the inconvenience you’re experiencing. You’re in good hands now, and I’m
here to resolve this issue for you. To start, may I ask what color lights you see on your modem?"

Light Indicator Diagnosis

● Red Light: "It looks like there’s an outage in your area. Let me check further."
● Yellow/White Lights: "This can likely be resolved over the call. Let’s proceed."

Account Information Request


"Could you please provide me with the service address, the name on the account, the registered
phone number, and your security code?"
"Thank you for the information. Let me access your account now to perform a hard troubleshoot.
May I place you on hold for 2–3 minutes?"

Background Check During Hold


(While the customer is on hold, review):

● Service status
● Billing details (plan, pricing, balance, due date)
● Outage status

After Hold
"Thank you for staying on hold; I appreciate your patience. I’ve completed a hard troubleshoot
and made some adjustments, but the signals are still poor because your equipment isn’t receiving
them properly. I’ve identified that this issue is related to updates needed on your account due to
your promotional plan expiring."

Addressing the Promo Plan Expiry


"I also noticed that your bill will increase by $30 in the next billing cycle because of the expired
promotional plan. Were you aware of this change?"

● Customer Says No:


"I understand. When your promotional plan expires, some updates are delayed, which can
cause these service issues. The good news is we can fix this for you. I can renew your
promotional plan to restore your services, lower your bill by $30, and avoid any future
interruptions."

Explanation of Promo Plans


"Let me break this down for you:

● Your current bill is $X.XX, but without a renewal, your next bill will be $X.XX + $30.
● By renewing, your bill will remain the same as before, and you’ll receive additional
benefits, such as:
○ Free technician visits (normally $100 per visit).
○ Complimentary equipment upgrades ($50–$80 value).
○ Regular software updates.

You’ll also save $360 annually. Here are the available plans:

● $99.99 for 1 year


● $149.99 for 2 years
● $199.99 for 3 years

Which plan works best for you?"

After Customer Chooses a Plan


"Great choice! Let’s proceed. Could you please unplug your device so I can start the update?
Also, could you confirm your email address and provide your card details for the renewal?"

Final Confirmation and Follow-Up


"Once the update begins, it will take about 20–30 minutes to restore your services. Once
completed, you won’t face this issue again. I’ll also be your dedicated service manager and
provide you with my direct line for any future assistance. Thank you for choosing Spectrum!"

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