1. i. Bond with the customer.
ii. Ask questions.
iii. Make the call a team effort.
iv. Confirm satisfaction.

2. Hello Ms. Newsome an good thanks for asking.
Am calling because my computer program is not
working, it moving very slow. What should I do?
Hello Ms. Harris, thanks for calling ZZZ Computer
Program am Ms. Newsome how are you an, how
can I help you?
Mrs. Harris am sorry that you’re program is moving slow for you. I know
that this may have slowed you down, It’s like watching paint dry LOL!!

3. Hello Mrs. Harris thanks for holding. Did you say the code
was 001zoye7dj2pp? Yes. Are they any other codes or
message in the box? Yes, It’s a message that say data era.
Ok thanks, will you give me one more moment? Yes.
Thanks, have you been downloading apps?? O, yes I love
the app game its so many I can pick form! Really what
your favorite game Mrs. Harris? Candy Crush !! I love
Candy Crush also!
So tell me Mrs. Harris how long have you been
having this problem? For about 1 week now. Ok
an have you restated your system or the
program? Yes I have, my son did it three time for
me yesterday! Ok, I understand was they an
message or a code when you restart you system?
Yes it was some numbers and letters? In a gray
box? Yes, Ms. Newsome I don’t know what it
mean, an once that box come up downloads and
uploads are so slow. Thanks Mrs. Harris an can
you give me the information that’s in the gray
box? Ok, Ms. Newsome its 001zoye7dj2pp. Ok
thanks let me check the system for information…

4. Well, Mrs. Harris as we been talking
me and the team have been fixing
your problem. We are highly trained
and ready to work for you. We
approach everyday to improve our
performances and strive to provide
the best service.
All
customers
same loyalty.

5. Mrs. Harris, it same
that you have
download to many
apps, that is why
yours computer is
running slow. What
you will need to do is,
uninstall the apps you
don’t need. So lets
please begin.. Ok I
have thanks Ms.
Newsome. Thank you
Do you have anymore
questions Mrs.
Harris? Yes, it was an
app that I wanted but
didn’t have room for
it!

6. Great….Mrs. Harris we have uninstall some of your apps
to make you computer move up to speed. But you will
like to install more app. You just don’t have the room on
your system. So what we can do Mrs. Harris is up grade
to our Gold Packet, which will give you 80% of more
room. How does that sound? WOW Ms. Newsome that
sounds great can I pay now?! Yes you may! Thanks Ms.
Newsome I will make sure I tell all my friends and family
about you guys company and services!!! Have a great
day Ms. Newsome. An you do like wise Mrs. Harris, an
call anytime if you have any more question. Thanks and
good day Ms. Harris