DELL SOLUTION STATION

AGENT: Thank you for choosing Dell™. You've reached the "DELL SOLUTION STATION" Tech Support Desk My name is <> May I have yours please?

AGENT: Thank you ! How may I be of assistance to you ?

CUSTOMER:

AGENT:
I know this is frustrating, but, le'mme assure you I'll do everything that I can to have this issue resolved for you"

CUSTOMER:

AGENT:
SLOW AND DELIBERATE - "Before we continue, I need to be sure that you understand that Dell Solution Station  is a premium support service. Are you aware that there is a cost associated with this service?"

The process to verify a caller's authorization to support (VA) and details
what to do if the customer cannot verify authorization. An authorized caller has
provided sufficient information to ensure that they are either the owner of the
system or the caller is deemed authorized (has consent of the system owner) to
perform support activities that may pose a privacy risk to the system owner.

"First I would like to talk to you about your problem and determine the best
solution. If DOC is the best solution, then we can talk about different
options."Verifying Authorization. To Verify Authorization, perform the
following steps:  Ask for any one (1) of the following: (non-public items) 

• Service Tag
• Express Service Code
• Case #
• Order #
• Customer #
• DPS #
  

• Step 2:

• Use DellServ to compare name given during opening step:
• Restate what the customer told you in the beginning of the call
  "Mr./Ms. Customer, is the computer for business or personal use?"
  "I would like to ask you a little about your issue so I can determine if you are in the right place. If you are in the wrong place, I can get you to the right area. I support usage, software, and virus or spyware issues. If we determine you need Dell Solution Station support, we can discuss your options, but first let's talk about your issue. How does that
  sound?"
• Ask any additional follow-up questions such as these listed here: “[Mr./Ms.
  Customer]...
• Who was using the computer when it started having problems?” 

• “Who else uses this computer?”
• “What kind of problems is your computer having?”
• “What were you doing when the problem started?”
• “What is the exact error message are you receiving?”
• “When did you first notice the problem?”

• “[Mr./Ms. Customer]...

• “Do you have a home network?”
• “Do you own any other Dell Computers?”
• “Do you use a Broadband Internet connection or do you use dial-up?”
• “Do you use antivirus and anti-spyware software?”
• How many times the customer has been transferred previously ?
• How the customer reached the Dell on Call queue Position - DssTo Position the best DSS service plan, perform the  following steps: Restate diagnosis of the customer's issue. 

• Explain the different support plans using the following highlights:
• Value-Bundle - one year package - 4 incidents
• Single Incident - limited to 72 hours for same incident Explain the Dell Preferred Account (DPA) options to the customer.
• "[Mr./Ms. Customer], have you heard about our Dell Preferred Account? It's a revolving line of credit that allows customers to pay for their purchase all at once or gives the customer the flexibility to make monthly payments.
• It only takes a few seconds to see if you qualify." "[Mr./Ms. Customer], by using the Dell Preferred Account, which is a revolving line of credit, it will be an additional $8 per month for the $239.00 plan, or an additional $3 per month for the $99.00 plan.
• Please keep in mind that the minimum monthly payment on your DPA is either $15 or 3% of your account balance, whichever is greater."
• **** “I can resolve your issue for what would amount to about $60 today with the purchase of a value bundle.
• The purchase of this value bundle gives you the ability to call us about four incidents within one year for a total of $239.” ******* “You will need to purchase a DSS support plan before we can continue.
• Would you like to purchase that plan now?”
• “Are you ready to purchase a DSS support plan?” 
• “Would you like to purchase a DSS support plan now?”
• Explain to the customer that they can read over DOC contract details at http://www.solutionstation.com 

When you place the Customer on Hold

May I put you on hold for two minutes? I would like to do a little research

on this issue. [pause to allow for response] ... Thank you.” 

When you release him from Hold

Thank you for being on hold. I really appreciate your patience."

****If this customer was a previously entitled DOC customer******

****** To create a new Dellserv case, perform the following steps:************

• Click create from the drop-down menu, and then click Case.
• Profile the call appropriately.
• At the close of the call Summarize what has been done on the call with reference to the issue, i.e., paraphrasing the customer's issue, the trouble shooting steps undertaken, if the issue resolved/not resolved; then its status, the TAR scores, call back time if applicable with TOSY / TOSN and type the time of call back with a time frame for 1 hour in IST - stating IST after the time mentioned with date.
• After submission of the case, tell the Case ID to the customer and Send the email to his updated Email ID.
• Tell the customer that he could also log on to http://www.support.dell.com/ where he can go through the same steps that we have done.

Thankyou for choosing Dell on Call.

• You were speaking to ...................
• Have a wonderful day. Bye.