Authored by: Support.com Tech Pro Team
Don't forget to mark steps complete as you go through GPs.
Don't forget to ask the guest how they heard about us and document it in the Session Properties.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
What type of issue is the guest experiencing?
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!
Don't forget to mark steps complete as you go through GPs.
Disposition the Session
1. Ask the guest if they would like to participate in a survey for the service they received.
If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.
2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.
3. Click Done in the left pane
4. Click Close at the top of this session window.
A. Resolved: All calls where a service or path to a resolution was provided.
B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
When was the product purchased?
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Recommend the guest bring it back to the store for an exchange
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Does the guest have a protection plan?
Transfer the guest to Asurion at 1-866-469-6356
ShoreTel Flex Warm Transfer/Conference Call Steps
Don't forget to mark steps complete as you go through GPs.
Kindly refer the guest to Cinder support. A ticket can be filed directly from the Cinder app or they can email them at hello@cindercooks.com.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Does the guest have a protection plan?
Transfer the guest to SquareTrade at 1-877-498-7381
Please note: This number is only intended for agent transfers. If the guest does not wish to be transferred or would to prefer to call them directly at another time, please provide them with the guest facing number which is 1-844-440-8777.
ShoreTel Flex Warm Transfer/Conference Call Steps
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Check the power cable and house circuit breaker / fuse. If power is supplied to the unit, the power button will be illuminated.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
If the lights in the room are flickering when the system is on.
This is normal when the appliance is modulating power supplied to the cook plate elements.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
When the app is showing the cooking in progress screen but cooking is canceled by clicking on "Cancel Cooking" the LCD will show a corrupted screen with misplaced text. This issue is only cosmetic and Cinder is working on a firmware update available with Bluetooth to resolve the issue.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
When pushing the knob to start Sear countdown it's possible that the digits are displayed with some corrupted pixel on the side of the timer. This issue is only cosmetic and Cinder is working on a firmware update available with Bluetooth to resolve the issue.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Sometimes the internal fan will cycle from on and off in a short period of time. This is normal and does not indicate a problem. Cinder is working to smooth out the speed of the fan and this will improve over time.