1.

Anti-Virus
Opening Spiel: Thank you for calling CCA. My name is _____. How may I help you today?

Paraphrasing: As I understand, you’re calling in today because you have a problem with
your anti-virus.

Empathy: I understand you’re coming from and I do apologize for the inconvenience it
has caused you.

Assurance: But don’t worry, I will assure you that we will resolve your concern because I
am here to help.

Verification: For verification purposes, may I ask for your first and last name?

Probing: To further understand the issue, would you mind if I ask you some
questions?
 Are you getting a pop-up message that your anti-virus is expired?
 Is your anti-virus us expired?

Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check your account in our system?

Resolution: Thank you for patiently waiting. Here’s what I want you to do.
- Kindly open your control panel.
- Look for “Program and Features.”
- Click for Anti-virus program
- What color do you see on your anti-virus?

If the color is GRAY

- Alright, so you’re anti-virus is already expired and no longer active.
- Now here’s what you must do. Uninstall the anti-virus in your
computer.
- Kindly pull up a browser and type anti-virus.
- Click one and you can now proceed to downloading.

If the color is BLUE

- Not EXPIRED = LEVEL 2

Miss/Sir, let me just inform you about our new anti-virus. With 5 dollars only,
you will have an anti-virus that doesn’t expired.

Confirmation: Have I answered all your concerns for today?

Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have a problem with
you anti-virus. We found out that it was because the anti-virus has already
expire and assisted you in installing a new one.
- Also informed you about our new anti-virus which cost you 5 dollars,
and you agreed to avail one.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 2. Voice Mail
Opening Thank you for calling CCA. My name is _____. How may I help you
Spiel: today?

Paraphrasing As I understand, you’re calling in today because you have a

: problem with your voice mail.

I understand you’re coming from and I do apologize for the

Empathy: inconvenience it has caused you

But don’t worry, I will assure you that we will resolve your concern
Assurance: because I am here to help.

For verification purposes, may I ask for your first and last name?
Verification:
To further understand the issue, would you mind if I ask you some
Probing: questions?
 When was the last time that you made a payment?
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?
Thank you for patiently waiting. As I have checked on our system,
Resolution: the reason why you have a problem with your voice mail because
the payment you have made was for the last month’s bill. But if you
want we can process the payment over the phone.
Have I answered all your concerns for today?
Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance: Just a quick recap, you called in today because you have a
Recap: problem with your voice mail. We found out that it was because of
unpaid bill. Proceed the payment over the phone and provided you
with the confirmation number.

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 Can you hear a dial tone?

Probing:  Can you refresh the phone?

Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system

Resolution: the reason why your voice mail is not working because we have
found out that there is an outage in your location. But don’t worry
engineers are working on it. Please try to check your dial tone very
now and then and if you are still not connected after 2 hours,
please call us back.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:
Just a quick recap, you called in today because you have a
Recap: problem with your voice mail. Informed you that it was because of
outage in your location.

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 Have you made add-ons or any changes on your account

Probing: recently? Like your address, mobile no., last name?
 Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system

Resolution: because you have made a changes in your account. But don’t
worry we will be reactivating your voice mail after this call, so it will
now be working.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:
Just a quick recap, you called in today because you have a
Recap: problem with your voice mail. Informed you that it was because of
changes in your account and assisted you in reactivating it so that
it will work now.

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 Is your voice mail memory is full?

Probing:
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. Kindly erase the previous

Resolution: messages in order for your voice mail to work.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:
Just a quick recap, you called in today because you have a
Recap: problem with your voice mail. We found out that it was because the
memory is full and assisted you in deleting the previous messages.

Miss/Sir, let me just inform you about our new voice mail. With 5
SALES dollars only, you will have a voice mail that can be accessed by
your mobile phone even you are not at your home.

- Also informed you about our new voice mail, with an amount
of 5 dollars, and agreed to have one.

Thank you for calling CCA. Again, this is _____. Have a nice day!
Closing Spiel:
 3. No Internet
Opening Thank you for calling CCA. My name is _____. How may I help you
Spiel: today?

Paraphrasing As I understand, you’re calling in today because you have no

: internet connection.

I understand you’re coming from and I do apologize for the

Empathy: inconvenience it has caused you

But don’t worry, I will assure you that we will resolve your concern
Assurance: because I am here to help.

For verification purposes, may I ask for your first and last name, as
Verification: well as your account number?

To further understand the issue, would you mind if I ask you some
Probing: questions?
 What is the type of your internet connection?

WIFI/ADSL
 Are you on a daily or monthly usage?
Probing:
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why have no internet connection because you have
consumed all of your daily usage. All you have to do is to wait until
12 midnight to gain your connection.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because you already
consumed all of your daily usage.

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 When was the last time you have checked your balance?
Probing:
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why have no internet connection because the payment
you have made was for the last month’s bill. But if you want, we
can process the payment over the phone.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because the payment
you have made was for the last month’s bill. Processed the
payment over the phone and provided you with the confirmation
number.
  Are you directly connected to the modem?
Probing:
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. Kindly check if you are properly
Resolution: connected with the modem. One end should be connected to the
modem, and the other end is connected to the computer.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because of not
connected directly to the modem. Assisted you with connecting the
modem.

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 What lights can you see on the modem?

Probing: If it’s red = no internet
- Kindly refresh the modem
If it’s green/blue = with internet (LEVEL 2)
If it’s green/blue but blinking = refresh the modem

Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting.

Resolution:
RED – As I have check it on our system, the reason why you don’t
have an internet connection because we have found out that there
is an outage in you location. But don’t worry, our engineers are
working on it. Please try to refresh the modem every now and then
and if you still not connected after 2 hours, please call us back.

GREEN/BLUE (blinking) – I do apologize but it’s beyond of my

capacity. But I will transfer your call to Level 2 Technical
Department. They will be able to assist you better.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection.
- We found out that it was because the outage in your location.
- However I can’t be able to resolve your concern, and
transferred you to Level 2 Technical department.

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 How many devices are connected to the modem or using your

Probing: internet?
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why you have no internet connection because it
reached the maximum number of connecting devices in your
 internet. Kindly minimize the number of devices connected to the
Wi-Fi so that you can have a connection.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because it reached
the maximum number of connecting devices in your internet. It is
now working.

SATELLITE
Probing:  Have you moved your dish?
*if yes = LEVEL 2
 Is there anything that is covering your dish and the satellite?
*if trees = cut it down
*if building = LEVEL 2
 How’s the weather in your location?

Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why have no internet connection because of the bad
weather, it affects your signal. But don’t worry, as soon as the
weather gets fine you will get a better connection.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because of the bad
weather.

Miss/Sir, let me just inform you about our new plan in internet
SALES connection. With 5 dollars only, you will have an internet
connection with a faster speed and unlimited GB monthly.

- Also informed you about our new plan in internet connection,

with an amount of 5 dollars, and agreed to have one.

Thank you for calling CCA. Again, this is _____. Have a nice day!
Closing Spiel:
 4. Slow Internet Connection
Opening Thank you for calling CCA. My name is _____. How may I help you
Spiel: today?

Paraphrasing As I understand, you’re calling in today because you have slow

: internet connection.

I understand you’re coming from and I do apologize for the

Empathy: inconvenience it has caused you

But don’t worry, I will assure you that we will resolve your concern
Assurance: because I am here to help.

For verification purposes, may I ask for your first and last name, as
Verification: well as your account number?

To further understand the issue, would you mind if I ask you some
Probing: questions?
 What is the type of your internet connection?

WIFI/ADSL
 Are you on a daily or monthly usage?
Probing:
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why have no internet connection because you have
consumed all of your daily usage. All you have to do is to wait until
12 midnight to gain your connection.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because you already
consumed all of your daily usage.

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 When was the last time you have checked your balance?
Probing:
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why have no internet connection because the payment
you have made was for the last month’s bill. But if you want, we
can process the payment over the phone.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because the payment
you have made was for the last month’s bill. Processed the
payment over the phone and provided you with the confirmation
number.
  Are you directly connected to the modem?
Probing:
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. Kindly check if you are properly
Resolution: connected with the modem. One end should be connected to the
modem, and the other end is connected to the computer.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because of not
connected directly to the modem. Assisted you with connecting the
modem.

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 What lights can you see on the modem?

Probing: If it’s red = no internet
- Kindly refresh the modem
If it’s green/blue = with internet (LEVEL 2)
If it’s green/blue but blinking = refresh the modem

Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting.

Resolution:
RED – As I have check it on our system, the reason why you don’t
have an internet connection because we have found out that there
is an outage in you location. But don’t worry, our engineers are
working on it. Please try to refresh the modem every now and then
and if you still not connected after 2 hours, please call us back.

GREEN/BLUE (blinking) – I do apologize but it’s beyond of my

capacity. But I will transfer your call to Level 2 Technical
Department. They will be able to assist you better.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection.
- We found out that it was because the outage in your location.
- However I can’t be able to resolve your concern, and
transferred you to Level 2 Technical department.

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 How many devices are connected to the modem or using your

Probing: internet?
Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why you have no internet connection because it
reached the maximum number of connecting devices in your
 internet. Kindly minimize the number of devices connected to the
Wi-Fi so that you can have a better connection.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because it reached
the maximum number of connecting devices in your internet. It is
now working.

SATELLITE
Probing:  Have you moved your dish?
*if yes = LEVEL 2
 Is there anything that is covering your dish and the satellite?
*if trees = cut it down
*if building = LEVEL 2
 How’s the weather in your location?

Is it okay if I put the call on hold for a minute or two, because I will
Hold time: verify/check it in our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why have no internet connection because of the bad
weather, it affects your signal. But don’t worry, as soon as the
weather gets fine you will get a better connection.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you have no

Recap: internet connection. We found out that it was because of the bad
weather.

Miss/Sir, let me just inform you about our new plan in internet
SALES connection. With 5 dollars only, you will have an internet
connection with a faster speed and unlimited GB monthly.

- Also informed you about our new plan in internet connection,

with an amount of 5 dollars, and agreed to have one.

Thank you for calling CCA. Again, this is _____. Have a nice day!
Closing Spiel:
 5. Can’t Send Message
Opening Thank you for calling CCA. My name is _____. How may I help you
Spiel: today?

Paraphrasing As I understand, you’re calling in today because you want can’t

: send message.

I understand you’re coming from and I do apologize for the

Empathy: inconvenience it has caused you

But don’t worry, I will assure you that we will resolve your concern
Assurance: because I am here to help.

For verification purposes, may I ask for your first and last name?
Verification:
To further understand the situation, would you mind if I ask you
Probing: some questions?
 When was the last time that you have checked your balance?

Is it okay if I put the call on hold for a minute or two, because I

Hold time: have to check it on our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why have no internet connection because the payment
you have made was for the last month’s bill. But if you want, we
can process the payment over the phone.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:
Just a quick recap, you called in today because you have no
Recap: internet connection. We found out that it was because the payment
you have made was for the last month’s bill. Processed the
payment over the phone and provided you with the confirmation
number.

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 Does your phone have a signal?

Probing:
Is it okay if I put the call on hold for a minute or two, because I
Hold time: have to check it on our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why you can’t send message because there could be a
possible outage in your area. After this call, kindly refresh your
phone for 2 minutes. If you can’t still send message, there could be
an outage.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:
Just a quick recap, you called in today because you can’t send
Recap: messages. Informed you that there could be a possible outage in
your area.

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 Did you change your message setting?
Probing: *example = block international calls/messages
 Is it okay if I put the call on hold for a minute or two, because I
Hold time: have to check it on our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why you can’t send message because you made
changes on your setting. Kindly change it back again to the original
setting so you can now send message.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you can’t send
Recap: messages. We found out that it was because you change your
message setting. It is now working.

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 Where is your location right now?

Probing: *example = inside subway, elevator, basement (covered by
steal)

Is it okay if I put the call on hold for a minute or two, because I

Hold time: have to check it on our system?

Thank you for patiently waiting. As I have checked on our system,

Resolution: the reason why you can’t send message because you are in
(place). Can you please move out from your location so that you
can have a better signal and can send message again.

Have I answered all your concerns for today?

Confirmation: Is there anything else I can help/assist you with today?
Offered Assistance:

Just a quick recap, you called in today because you can’t send
Recap: message. We found out that it was because you are in (place). It is
now working.

Miss/Sir, let me just inform you about our new phone. With 5
SALES dollars only, you will have a phone that has a better signal.

- Also informed you about our new phone, with an amount of 5

dollars, and agreed to have one.

Thank you for calling CCA. Again, this is _____. Have a nice day!
Closing Spiel:
 6. Printer Issue
Opening Thank you for calling CCA. My name is _____. How may I help you
Spiel: today?

Paraphrasing As I understand, you’re calling in today because you a problem

: with your printer.

I understand you’re coming from and I do apologize for the

Empathy: inconvenience it has caused you

But don’t worry, I will assure you that we will resolve your concern
Assurance: because I am here to help.

For verification purposes, may I ask for your first and last name?
Verification:
To further understand the issue, would you mind if I ask you some
Probing: questions?
 When was the last time you have checked the ink on your
printer?
 Have you turn on the printer?
 Can you please check if there are paper jam on your printer?

Is it okay if I put the call on hold for a minute or two, because I

Hold time: have to verify/check it on our system?

Thank you for patiently waiting. Here’s what I want you to do.
Resolution: - Kindly remove the cover of your printer.
- Remove if there’s any crumpled paper inside the printer.

Have I answered all your concerns for today?

Confirmation:
Offered
Is there anything else I can help/assist you with today?
Assistance:
Just a quick recap, you called in today because you have a
Recap: problem with your printer. We found out that it was because of
paper jam on the computer. It is now working.

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 Did you plugged the wire connection properly?

Hold time:
Is it okay if I put the call on hold for a minute or two, because I
Resolution: have to verify/check it on our system?

Thank you for patiently waiting. As I have checked on our system,

one end of the connection should be plugged on the printer, and
the other end is for the computer.

Have I answered all your concerns for today?

Confirmation:
Offered
Is there anything else I can help/assist you with today?
Assistance:
Just a quick recap, you called in today because of the remote
Recap: control issue. Informed you that it was due to the connection. It is
now working.

Miss/Sir, let me just inform you about our new printer. With 5
SALES dollars only, you will have a portable printer, do not experience
 paper jams, and an automatic refiled ink.

- Also informed you about our new printer, with an amount of 5

dollars, and agreed to have one.

Thank you for calling CCA. Again, this is _____. Have a nice day!

Closing Spiel: