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Script for Agent (6)

The document is a scripted conversation for a customer service agent calling a customer regarding their TV service. The agent explains the purpose of the call, checks the compatibility of the customer's TV receiver box, and informs them of an outdated software issue that needs addressing. The agent then prepares to transfer the customer to a senior supervisor for further assistance with upgrading their TV receiver box.

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maqsonscommunications
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© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
18 views

Script for Agent (6)

The document is a scripted conversation for a customer service agent calling a customer regarding their TV service. The agent explains the purpose of the call, checks the compatibility of the customer's TV receiver box, and informs them of an outdated software issue that needs addressing. The agent then prepares to transfer the customer to a senior supervisor for further assistance with upgrading their TV receiver box.

Uploaded by

maqsonscommunications
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Script for Agent

Agent: Hi Sir/Ma’am! Am I speaking with [Customer’s Name}, This is {Your Name} from your TV
Services. How are you doing today?

Customer: I’m fine, what about you?

Agent: I’m also doing well Sir/Ma’am, thanks for asking.

Customer: Yes, why are you calling and where are you from?

Agent: Sir/Ma’am my name is _____________ and I’m calling you from your TV Service.

Customer: So, what’s the reason for the call?

Agent: Sir/Ma’am! Actually, the reason for my call is that as I told you I’m from your TV Service,
so recently we made some changes with our new technology regarding Cable/Satellite System.
So, that’s why we have to check the compatibility of your TV Receiver Box just to make sure
that it is compatible with our new technology changes or not.I just wanted to follow up to see
how things are going with the services we provide. Are they working well for you, or have you
run into any issues we can help with?

So by any chance are you watching your TV right now?

a) Customer: (If answer is) No

Agent: So please turn your TV on and let me know when you have it on. So that we can check
it.

Customer: Ok, it’s on now. What do I have to do now?

b) Customer: (If answer is) Yes

Agent: That’s great, so now just grab your Remote Control in your hand and do let me know
when you have it.

Customer: Ok, I have it.

Agent: That’s great so now, just look at the front bottom side of your TV Remote Control there
will be a Serial Number OR a Brand Name of your Remote Control. Can you see any serial
number or a brand name there?
Customer: Yes, the Brand Name is ______________. (it may any of TV Services, i.e. Xfinity, Spectrum,
Direct TV etc.).

Agent: That’s great Sir/Ma’am! I Just want you to give me only 15 to 20 seconds and let me
check the compatibility of your TV Receiver Box, just stay on the call and don’t hang up please.
I’ll be right back within 15 to 20 seconds. Ok?

Customer: OK.

------- Hold the call and un-hold After 15 to 20 seconds

Agent: Thanks to stay on the call Sir/Ma’am, are you still there?

Customer: Yes, I’m here.

Agent: I really appreciate your patience Sir/Ma’am. I wanna tell you that I’ve checked your TV
Receiver Box and I can see here that your Receiver Box which is connected to your TV is
physically good to go, its physically fine, but the software which is working inside your Receiver
Box is outdated now and gonna expire within 24 hours, which will cause to problems in service
and you may lose your the picture as well.

Customer: So, what do I have to do to save my picture / my service?

Agent: To save your picture and to make services better, we have to upgrade your TV Receiver
Box. So for that purpose, I’m going to transfer your call to my Senior Supervisor, he will further
assist you, will upgrade your TV Receiver Box and make it compatible.

So stay on the call just for 2 to 3 minutes, he will be with you shortly.

Customer: Ok.

Agent: I really appreciate your patience Sir/Ma’am, stay on the call.

------ Transfer the call to Closer

____________________________________________________________________________

Instructions:
●​ Pause to engage with their response and keep the tone friendly.
●​ Listen attentively and respond naturally to their feedback.
●​ Keep the conversation easy-going and focus on their specific needs or interests.
●​ Leave room for any final thoughts before ending the call.

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