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Learn English for Call Centers and Customer Service
Level: Pre-Intermediate
In this episode, we'll go over an example of a ROLE PLAY for a Pre-Troubleshooting scenario for 'can't access the internet' situation with a customer. Understand the steps for a Pre-Troubleshooting process and practice your listening and learn vocabulary for this type of customer situation.
Vocabulary for internet issues
Role Play Pre-Troubleshooting steps
Listening Practice
Soft Skills: Empathy, Acknowledgement and Assurance of Help
Call Center Call Flow
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1.) Question: “Could you please turn off your phone?”
2.) Question: “Please have it off for about 5 seconds and then turn it on again.”
3.) Check Your Work: “Can you please test your internet?” If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.
4.) Question: “Let’s go ahead and Clear your Browser's History.”
5.) Check Your Work: “Can we go ahead and test the internet?”. If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.
6.1.1.1) “Can we go ahead and open your web browser, please?”
6.1.1.2) “Can you tap on Menu, then look for More and then tap on Settings?” one step at a time
6.1.1.3) “Can you see if both the Load Images and Enable Java Script check boxes are selected?” If not, “please put a check on each.”
6.1.1.4.) “Can you Clear Cache and Clear Cookie Data?”
6.2.) “Can you check that your Data Usage Limit is not limiting your data?”
Check Your Work: “Can we go ahead and test the internet?”. If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.
6.3.) Follow the Reset the Device APN link
6.4) Check Your Work: “Can we go ahead and test the internet?”. If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.
7.) “Could you restart your device, please?”
8.) Check Your Work: “Can we go ahead and test the internet?”. If Internet is working, problem solved. Stop Troubleshooting. If not, continue the troubleshooting flow.
9.) “Thank you very much for helping me this. I’m going to go ahead and transfer you to the Tech Department, so they can continue with the troubleshooting process.” Transfer caller to Tech Support
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