PC SUPPORT 2ND CONFIRMATION

*******CHARGE THE CREDIT CARD RIGHT AWAY SO YOU CAN FIX ANY POTENTIAL ISSUES WHILE THE CUSTOMER IS ON THE LINE.

S C R I P T

  1. Hello Mr/Mrs____________this is ____________and I am going to complete the order for your PC Support today.
2a. Ok, I am just going to process the $49.99 upfront charge.
2b. The $9.99 monthly fee will also be charged to that card on the (CURRENT DATE) of the month as well.

***MANUALLY CHANGE MERCHANT TO “PC SUPPORT UPFRONT” TO RUN THE ONE TIME CHARGE.  

3. Great you are all set. Do you have any questions before we get off the line?

Thank you so much for your business. Have a great day.

NO ISSUES MOVE TO 4

O R D E R   I S S U E   H E L P

CREDIT CARD HELP

We had an issue charging the card. Can you please confirm that number for me one more time? And the expiration? And the 3 digit csv? What is the name on the card? And the billing address?

  1. MAKE SURE INCORRECT INFO IS UPDATED IN AGEMNI AND THEN TRY THE CARD AGAIN.
  2. IF THE CHARGE STILL DECLINES TRY TO RUN IT FOR A PENNY LESS (IE 89.98 OR 99.98).
  3. SEE AUTHORIZE.NET TO TRY AND RUN THE CHARGE.
  4. ASK A MANAGER FOR ASSISTANCE WHILE THE CUSTOMER IS ON THE LINE.

We need to place a quick call to your bank to authorize the charge. This is a measure credit card companies are taking to make sure the card holder authorizes the charge. It will just take a few moments.

CONFERENCE THE CUSTOMER AND HANDLE ISSUE

2:1:2 – General Decline – could mean no money, Wrong address – block from bank
2:2:44 – Wrong CCV or EXP
2:1:4 -Card was reported lost or stolen
2:1:3 – Card locked for fraud activity
5- failed to enter a valid amount to charge
16 – Failed to find transaction

Q&A

1. This is a super low monthly fee that is half of what our competitors charge. This price is only available through our call center. Can we proceed with the order?
2. If you prefer you can pay $149 today and not be charged monthly. That will cover you for a full year. Do you want to do that instead or just be charged monthly?    MAKE SURE TO SEND A CALL BACK TO ADM – OANA IF THEY JUST DO THE ONE TIME FEE.
OK I apologize if there was any confusion with the first agent you spoke with. It is their job to make sure you understand the service, benefits, and value before they place to avoid situations like this. What is it you are not sure about?
OK I apologize if there was any confusion with the first agent you spoke with. It is their job to  present you with the service, benefits, and savings. Can I ask why you want to cancel?

 SAVE THE SALE IF YOU ARE ABLE TO – IF NOT CANCEL IT OUT FOR A REFUND. WE HAVE A NO HASSLE RETURN POLICY.

  • REMEMBER CUSTOMERS MAY HAVE ANOTHER PERSON CALL TO CANCEL THEIR ORDER – THIS IS OK
  • BE SURE TO SEND A CALL BACK TO ADM – SEND REFUND

4

 

4a. NO QUESTIONS: Great you are all set. Thank you so much for your business. Have a great day.

 

4b. HAS QUESTIONS: It sounds like  you will want to talk to your provider to clear up that issue. Let me get their number for you. Please remember your provider will not be able to access the plan you just purchased with us. OK, go ahead and call  NUMBER below to get that taken care of. Thanks for your business. Have a great day!

AT&T 1-800-331-0500
DIRECTV 1-855-679-4357
COMCAST 1-800-934-6489
SPECTRUM / TIME WARNER / CHARTER 1-888-438-2427

IF YOU HAVE A CUSTOMER WITH AN IMMEDIATE TECH SUPPORT ISSUE WITH THEIR PC OR CELL PHONE YOU SHOULD SEND THEM TO SECURE COVERAGE PLEASE DIAL 800-540-3350 AND PRESS 7. THIS IS THE ONLY # YOU SHOULD GIVE CUSTOMERS FOR SUPPORT.

DO NOT SEND CALLS TO THEM WHERE CUSTOMERS NEED TO REACH THEIR TV OR INTERNET PROVIDER.

FOR CUSTOMERS WHO NEED IMMEDIATE SUPPORT ENTER THE ORDER IN SECURE COVERAGE.

IF THE CUSTOMER DOES NOT HAVE AN EMAIL ADDRESS DO NOT MAKE ONE UP! JUST CLICK THE “NO EMAIL” BOX!