More Pics from the first OUTING.....

CALL FLOW CHECK LIST- By Rakesh Sivaraman

NOTE: See end of the post for detailed D's
CALL OPENING:

“Thank you for calling DELL TECHNICAL SUPPORT, My name is….how may i help you today.”
__________________________________________________________________
OBTAIN SRV TAG #

“if i understand you correctly the issue you are facing is ..... to assist u further may i have your system Service tag number pls" please[DI1] ”
___________________________________________________________________
CONFIRM SRV TAG #

“Let me confirm, the service tag # is[DI2] …”
___________________________________________________________________
THANK THE CALLER

“Thank you for the information”
___________________________________________________________________
CHECK Co#

Should be 9,13,19, 22, 29, 21 and 37
___________________________________________________________________
VA

“may i have your name and phone number please(only 1 information required for VA)? and may i have your e-mail address as well?“ (incase they don’t match then the address[DI3] ”
“Thank you so much and may I call you by your first name”
“……, ” (verify it[DI4] )
___________________________________________________________________
THANK THE CUSTOMER

“Thank you for verifying your account details”
___________________________________________________________________
VERIFY
SYSTEM MODEL
OPERATING SYSTEM

“Let me confirm the system you are calling for is[DI5] …, with windows[DI6] …”
___________________________________________________________________
WARRANTY STATUS

“_____, just to keep you updated the system warranty[DI7] …has expired[DI8] / is active[DI9] ”
___________________________________________________________________
RECAP PREVIOUS ISSUE

“I see that the last time you called us, you had an issue with … Was that issue resolved to your satisfaction or is it the same issue that you are calling us for[DI10] ?” (if it’s the same issue, give an empathy statement) (if not then next…..)
___________________________________________________________________
ASK FOR PROBLEM

“i understand your concern and by the end of this call i would try my level best to troubleshoot the issue”
___________________________________________________________________
PARAPHRASE ISSUE
“ is[DI11] …..”
EMPATHY STATEMENT
…………………………………………………………………………..
ACCOUNTABLITY STATEMENT

“…..I’ll certainly be able to help you with this and together we will perform some simple troubleshooting steps to find out the best possible resolution”

PROBE

“Before we proceed, I would like to know a few more details[DI11] ”
___________________________________________________________________
HOLD [IF NECESSARY]

“May I put your call on hold for 3 mins while I research on the issue?”

TROUBLESHOOTING

DUPLICATE ISSUE AND RESOLUTION
“….., Today you called in for …. And we did …,
Has the issue been resolved to your satisfaction[DI12] ?”
___________________________________________________________________
HEAT CHECK / TEMP CHECK

“ I'm preparing to enter the final notes and close this journal. Before I do, have I addressed all the questions or concerns that you called in for today?”[DI13]
___________________________________________________________________
PROVIDE CASE # / DPS #

“Please note down the case#/ Dps# of this call for future reference”
___________________________________________________________________
MENTION SUPPORT SITE

“for any further information regarding DELL product and services you can also log on to our website www.support.dell.com[DI14] ”
___________________________________________________________________
OFFER FURTHER ASSISTANCE

“Is there anything else I can help you with regarding your DELL Dimension ………………………….

CALL CLOSING

“Thank you for calling dell have a nice day”

For any updates mail me at Rakesh_Sivaraman@dell.com or contact your trainer.



[DI1]A SRV TAG is a 5 OR 7 digit ALPHA NUMERIC CODE, Which is found on a white BAR-CODED label affixed on either sides or at the rear panel of your system tower

[DI2]CONFIRM THE SRV TAG USING THE NATO LIST:
A ALPHA
B BRAVO
C CHARLIE
D DELTA
E ECHO
F FOXTROT
G GOLF
H HOTEL
I INDIA
J JULIET
K KILO
L LIMA
M MIKE
N NOVEMBER
O OSCAR
P PAPA
Q QUEBEC
R ROMEO
S SIERRA
T TANGO
U UNIFORM
V VICTOR
W WHISKY
X X-RAY
Y YANKEE
Z ZULU


[DI3]Ask for NAME or TEL # or ADDRESS (any 2 of the 3 should match) and EMAIL --- UPDATE AS NECESSARY --

[DI4]CONFIRM THE SRV TAG USING THE NATO LIST:
A ALPHA
B BRAVO
C CHARLIE
D DELTA
E ECHO
F FOXTROT
G GOLF
H HOTEL
I INDIA
J JULIET
K KILO
L LIMA
M MIKE
N NOVEMBER
O OSCAR
P PAPA
Q QUEBEC
R ROMEO
S SIERRA
T TANGO
U UNIFORM
V VICTOR
W WHISKY
X X-RAY
Y YANKEE
Z ZULU


[DI5]Should be DIMENSION / OPTIPLEX (all other need to be rerouted to their proper queue)

[DI6]Can be any windows version (95, 98, ME, 2000, XP HOME/PRO, Media Center Edition) --> For all MCE applications support route the call to MCE Support.

[DI7]Inform the customer about the warranty status of the system: NBD / NDQ / LT / NW / CC
[If the warranty has expired inform the cust of the same and also about the part replacement and support boundaries]

NDB - Next Business Day
NDQ - Next Day Qualxserv
LT - Limited Warranty (only phone support no part service)
NW - Night and Weekend
CC - Complete Care


[DI8]“I'll be happy to troubleshoot the issue however if we need to replace any part I'll transfer the call to the sales department”

[DI9]“During troubleshooting, if we need to replace any part, I would be glad to do it for you.”

[DI10]Confirm if the previous issue was resolved or not, If the cust has not called for the first time.

[DI11]Rephrase the issue to confirm it

[DI12]Confirm if the issue has been resolved or not.

[DI13]Check the level of CALLER / USER satisfaction and CE for the call.

[DI14]Give the support site web address to the caller (www.support.dell.com)

Empathy and Accountabiility

EMPATHY/ACCOUNTABILITY

Strong accountability statements must be verbalized in every call.
· It should be expressed right after the customer presented the issue.
· If a customer calls in with multiple issues, each issue must be offered with a corresponding empathy/accountability statement.
· An immediate apology/empathy statement must be provided every time the customer expresses displeasure or disappointment.
· Keywords of a strong accountability statement: “I” and “you”.
· Accountability statements should convey “willingness” to help the customer. These are also meant to express the representative’s “commitment” to resolve the issue.
· Please note that the following statements are NOT considered strong accountability statements:

“Let me check on that.”
“Let me see what I can do for you.”
“Let me pull-up your account.”

Examples of strong accountability statements:

Classics:
I will be glad to assist you with that concern.
I will be happy to assist you with that.
I will help you with that.

Transfer Calls:
In order to resolve this issue, I will get you connected to the right department.

Order Cancellation/Return Requests:
I regret to hear that you want to cancel/ return your order; but sure, I can help you with that.

Frustration over queue’s long wait time:
I understand how difficult it can be to wait in the queue for our assistance. I will work expeditiously in addressing your concern.

Other suggested empathy/accountability statements:

I appreciate the opportunity to assist you with this concern.

I would be very glad to offer assistance regarding your concerns.

I definitely see that you have invested a lot of time and effort on this issue. I will try my best to provide the assistance you need to make your time and effort count.

I understand that you wish to be updated about the status of your order. I will be glad to check on that for you.

I apologize that you have received the incorrect item. Let me get this corrected as soon as possible.

Sure, I will obtain the correct and the most updated information for you as soon as possible.

I will personally go over your records and I will obtain the latest information for you.

I fully understand that you are frustrated with this issue. Please be assured that I will look into this matter for you.

I understand where you're coming from. I will personally attend to your matter and I assure you that I will try my best to provide you quality service.

I apologize sincerely for the way you have been treated. I will do my best to regain your confidence in our company by finding a solution that will meet your satisfaction.

I certainly understand your frustration regarding XXXXX. Please give me the opportunity to change your experience into a positive one. I assure you that I will look into your issue as if it was my own.

I can see there has been some misinformation regarding your issue. I assure you that I will personally look for a suitable resolution to your concern.

I regret that you experienced frustration with our company. I’m sure I can offer you some options that might solve your problems. These are my recommendations: XXXXX, XXXX. Thank you for considering my suggested resolutions. I will now process your request.

We sincerely regret that the carrier has lost your order. Here’s what I can do for you. I will submit a request so that we can immediately send out a replacement. Let me investigate further and I will personally help you on this matter.

I regret that you have found our support unsatisfactory. If it is any consolation, I would like you to know that I will personally follow up on your concerns and I will see to it that we come up with a suitable resolution.

Mr./ Ms. XXXX, let me assure you that the department addressing your issue will be notified properly and completely. I will do this as soon as possible.

I apologize that not all of your concerns have been properly addressed. I assure you that I will work at this on my end. I will try to be as thorough as possible in solving your problem.

Please accept our sincerest apologies. We would like to assure you that we are doing everything to resolve your concern.

What happened was inexcusable, and I assure you that it is not Dell’s normal way of doing business. If you would allow me, I would like the opportunity to resolve your issue and show you that Dell cares about its customers.

I am deeply embarrassed that this has happened to you here at Dell. I will look into this matter and I will provide a resolution as quickly as I can.

I can see that you have invested a great deal of time and effort in order to resolve this issue. I sincerely apologize for what has transpired for you. This is not at all indicative of what we want you to experience here at Dell.

As a consumer myself I can certainly understand how frustrating this situation must have been.

I understand that you are upset over the situation and I agree that you have every right to feel that way. I would appreciate your understanding and I hope you could give me the chance to work on this matter. I assure you that I am here to help you; the least that I would want is to add up to your frustration.

I know that after all the misinformation and unfulfilled promises, there may be nothing more that I can say to make you feel assured that this will be done this time. I would like to gain your trust by assuring you that I will be work actively towards the resolution of this matter. I’m going to make sure that this will be your last call with regard to this issue.

Important: Make sure that you follow through on your accountability statement.

Friday Trip