Teletech exam

**zarah** · Sep 26th, 2007, 11:02

Call flow

greeting script:

"Thank you for calling HP Total CARe. My name is Migz. May i have your name please?"

"Ms. Miller do you have a service ticket number or may i have your phone number?"
IF service ticket number is provided, "Let me pull up your records and see how i can help you today."

-if open service ticket number exists, the agent should read th eissue back to the customer
-if no open service ticket number exists, then "How cabn i help you today?" and customer will announce the issue or request.

ask the customer
-"may HP contact you by phone, mail or email with product/service updates, offers or event info?"
"Thank you, We value your privacy. If you want tot learn how HP colects and uses your personal informatio0n or how to change your privacy preferences, our privacy statement can be found at the link bottom of HP's homepage".

if the customer ask why:

"Occasionally, hp COMMUNICATES INFORMATION on products, services and/or support. THis may include new product information to participate in market research."

"may HP contact you with information that would be relevant you?"

closing:

"Is there anything else i can help you with>"
if yes... support as necessary

if no, "OK, - i will go ahead and close the service ticket. Do you have something to write with? i want to give you a service ticket number, should you feel the need to call us back."

"Ms. Miller Thank you for calling HP and remen=mber for your support needs to hp.com/support. HAve a nice day"

**zarah** · Sep 26th, 2007, 11:03

how to delete thes thread?

**zarah** · Sep 26th, 2007, 11:49

change the extension file hehe.rar to hehe.txt

**MCmms** · Sep 26th, 2007, 12:24

Thanks for the info but wrong post...

**mobileuser** · Sep 26th, 2007, 15:16

This is not the correct section to post these things..

You can post it in IMSERBA LOUNGE or GENERAL ZONE

Thanks

**zarah** · Sep 27th, 2007, 06:04

sorry guys... how can i delete this thread???

**mobileuser** · Sep 27th, 2007, 15:06

Originally Posted by zarah

sorry guys... how can i delete this thread???

Buddy

You dont need to delete this thread neither to edit your posts..

We can just move your thread to the suitable area...

So nothing to worry about...Be careful next time

CHEERS