Call Start

Authored by: Support.com Tech Pro Team

1. Greeting

Greeting: Thanks for calling Target Tech, my name is _______, how can I help you?

If the guest has not responded to multiple readings of your greeting within 60 seconds, continue to the Ghost Call Guided Path here:

 Ghost Call Guided Path

If the guest indicates that their issue was already resolved, continue to the Issue Already Resolved Guided Path here:

 Issue Already Resolved Guided Path

If the guest was misdirected here for an issue related to other Target services, continue to the Misdirect Guided Path here:

 Misdirect Guided Path

If the guest direct dialed here for an issue related to other Target services, continue to the Wrong Number Guided Path here:

 Wrong Number Guided Path

If the call drops before you get a chance to get started, continue to the Dropped Call Guided Path here:

 Dropped Call Guided Path

If a team member calls in to test the queue, continue to the Test Call Guided Path here:

 Test Call Guided Path

Don't forget to mark steps complete as you go through GPs.

2. Acknowledge & Own

Acknowledge & Own: Provide a statement that shows that you can relate to why the guest called in and assure them that you are there to help.

Example: Oh no! That happened to me once and I know how frustrating it is. I'm here to help!

Don't forget to mark steps complete as you go through GPs.

3. Ensure Understanding

Ensure Understanding: Paraphrase the issue back to the guest to ensure understanding.

Example: Ok Mr. Smith just so I am 100% sure I understand the issue correctly you're having trouble getting your new iPad to connect to the network?

Don't forget to mark steps complete as you go through GPs.

4. Collect Guest Info

Collect Guest Info

1. Click "Customer: []" at the top of this session window

2. Enter the guest's Email, Name and call back number into the Edit Customer form.

3. Click Save

Don't forget to mark steps complete as you go through GPs.

5. Collect Relevant Data

Collect the relevant data: Take note of the specific brand name and model number of the device the guest needs assistance with and of course the nature of the call in issue. We will need this specific info for our next steps.

1. Click "Session Info" at the top of this session window
2. Fill out the following fields:
   
3. Call Reason
4. Promo code (if any)
5. Purchase Source
6. When was the product purchased
7. Receipt Number
8. How did the Guest hear about us
9. Model
10. Click Save

Pro tip: You can take notes directly in the Support.com Cloud by clicking on the Notes icon at the top of this session window and you can read your notes at any time by clicking the Activity icon.

Don't forget to mark steps complete as you go through GPs.

6. Select your GP

Now let's get started!

1. Mark the Call Start Guided Path complete by clicking Done.

2. Click the Start a New Activity icon at the top of this session window

3. Drill down through the Categories in the left pane to select the appropriate Guided Path in the right pane and click Start Path