FOLLOW THIS SCRIPT ON DIRECTV CUSTOMER SERVICE CALLS.
CLICK THE + SYMBOL FOR EACH CALL TYPE TO ACCESS THE SCRIPT.
*Read the notes on the customers account to get an understanding on the status of the account and any issues that need to be addressed.
1. Thank you for calling this is YOUR NAME. Can I have your phone number please?
2. How can I help you today?
WANTS TO CANCEL: I’m sorry to hear you want to cancel. Whats the reason you want to cancel today?
1st REBUTTAL GENERAL / PRICE ISSUES: Please keep in mind you are receiving special savings through this new customer offer. Not only that you are also getting all new equipment and 3 free months of all the movies plus you get access to over thirty thousand free on demand titles. You can even watch from your computer or cell phone! Lets get you rescheduled. I will pull up the calendar. What day is best for you?
1st REBUTTAL TECH ISSUE: We can absolutely get that issue resolved for you. We will file a complaint for that tech and get a new technician out to your home. Theres no reason you should miss out on this offer because of that. Lets get you rescheduled. I will pull up the calendar. What day is best for you?
***2ND ATTEMPT AFTER FIRST REBUTTAL ONLY: I see I am able to offer you a $50 check if you take this offer today. Now this on top of the savings, 3 free months of all the movies, and free NFL Ticket offer! You don’t want to pass that up. I promise you will love DIRECTV! Can we go ahead and reschedule you?
** SEND A CALL BACK TO ADMIN – OANA TO SEND A CHECK. AND LET THE CUSTOMER KNOW THEY WILL GET THE CHECK 4-6 WEEKS AFTER INSTALLATION IF NOT SOONER.
REFUSES – JUST WANTS TO CANCEL: OK we will go ahead and put in a cancellation request. Is there anything else I can help you with? MOVE TO CALL ENDER
RESCHEDULE PROCESS:
DWS ORDERS PULL UP IN RETAILER SITE AND RESCHEDULE
SARA PLUS ORDERS CALL 844-776-0966 TO RESCHEDULE
- FIND A DATE AND TIME THAT WORKS FOR THE CUSTOMER AND RESCHEDULE. MAKE SURE TO NOTE AGEMNI AND CHANGE THE INSTALLATION DATE IN THE SCHEDULE SECTION.
- MOVE TO THE CALL ENDER WHEN THIS STEP IS COMPLETE
CALL ENDER:
I noticed we don’t have you protected through our cyber security program. This puts you at a higher risk of getting viruses and your information being put on the dark web. We have a discounted plan that fights and protects you from these threats plus gives you 24/7 support on your computer, smart phones, TV, and tablets. Our US based call centers give you unlimited help with virus removal, software installation, new device setup, and so much more. Similar plans retail for $19.99, but if you add our plan today I can get you a discounted rate of only $9.99 a month! How many computers and phones do you have?
1 OR MORE: Great then you definitely need this plan. It covers your computer, smart phones, TV, tablets, and more. This will be your own personal IT professional that can help you easily from the comfort of your own home 365 days a year! This is NOT coverage you can get with your Internet service or cable. It’s not even covered under most product warranties. If you get a virus it’s going to cost you up to $150 just to remove it so this is a great value. I can activate your plan in just a few simple steps. What credit card do you want to use?
NO DEVICES: This covers your smart phones, tablets, smart TVs, and desktop computers. It covers anything that connects to the Internet. I am sure you have electronics that you need help with and this plan will have you covered. You do have some of these devices in your home, don’t you?
YES – CONTINUE TO REBUTTAL 2
NO – END CALL
On top of the tech support you also get a personal firewall, cloud storage, parental controls, and the same secure password manager sold at Office Max. This plan is an absolute must have service these days! If you have Internet or Cell service you need this too! You cannot go without it. And we will cover a computer and smart phone to make sure you are fully protected. Can we go ahead and add this plan?
Do you have important information on your home computers, tablets, or phones? You can backup 250 gigabits in our secure cloud storage – just in case your hard drive fails or your computer loses memory. Plus it automatically backups up for you. I am sure you have pictures, documents, and more that you would not want to lose. Let’s get you covered. Can you please confirm your email address?
- 24/7/365 Support for Internet connected electronics (computer, tablet, smart tv, game console, cameras, blue ray, etc…)
- US Based call center
- Virus and spyware removal
- Pc, tablet, smartphone set up
- Add device to network
- Performance tune up
- Software install or repair
- Wireless network set up
- Unlimited virus removals
- Hard drive defrag
- Chat, web, or phone support
- Anti virus
- Anti spyware
- Anti hacker
- Parental controls
- Digital wallet
- Unlimited virus removals
- Ransomware scanning and removal
- Automated backups
- Cloud storage
- Form fill
- Smart logins
- Easy backup
- 256 bit encryption
- Remote file access
- Personal firewall
- Guaranteed protection
- Anti theft for phone + tablet
- Anti phishing / safe surfing