General Questions

Authored by: Support.com Tech Pro Team

1. General Questions

USE ONLY IF PRE-PURCHASE ASSISTANCE OR GENERAL TROUBLESHOOTING IS NOT APPLICABLE

Document the question asked in your session notes and place the URL for the product in the product description 

example:

2. Features and Functions

When a guest has already purchased a product and has general questions about the products features and functions the first place to start is Target.com site.

Many questions can be answered with the information in the product description or the Q&A responses section for the product.

Your next resource should be the manufacturers website / product manual.

REMINDERS

Do NOT utilize forums, only official sources of information. 

Accuracy is most important! If information on the Target.com site seems questionable, verify the accuracy on the OEM site. 

3. Get the Manual

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.

Unless you're familiar with the range extender in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerSupport SiteBelkinhttp://www.belkin.com/us/supportLinksyshttp://www.linksys.com/us/support/Netgearhttps://www.netgear.com/support/TP-Linkhttp://www.tp-link.us/support

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

4. VIBE

Make sure the guest has all the cables, cases, accessories, and necessary equipment to get the most out of their purchase!

Remind the guest that with Target Red Card they save 5% and get an additional 30 days to return their product.

5. Disposition

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

6. Get the Manual

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.

Unless you're familiar with the Printer in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerLink to manual/driversBrotherhttp://www.brother.com/E-ftp/softwin.htmlCanonhttp://www.usa.canon.com/consumer/controller?act=DownloadIndexActDellhttp://support.dell.com/support/downloads/index.aspx?c=us&l=en&s=genEpsonhttp://www.epson.com/cgi-bin/Store/support/SupportIndex.jspHPhttp://welcome.hp.com/country/us/en/support.htmlKodakhttp://www.kodak.com/eknec/PageQuerier.jhtml?pq-path=10/9652&pq-locale=en_USKonica Minoltahttp://printer.konicaminolta.com/support/index_ds.htmlKyocerahttp://www.kyoceradocumentsolutions.com/support/index.htmlLexmarkhttp://downloads.lexmark.com/en/us/index.htmlOkidatahttp://www.okidata.com/driversPanasonichttp://shop.panasonic.com/support/Ricohhttp://www.ricoh.com/downloads/Samsunghttp://www.samsung.com/in/support/main/supportMain.doSharphttp://www.sharpusa.com/CustomerSupport/ProductDownloads.aspxSonyhttp://esupport.sony.com/perl/select-system.pl?DIRECTOR=DRIVER&SR=nav:service_support:electronics:drivers_software:esup&ref=http%3A//www.sony.com/index.php Toshibahttp://support.toshiba.com/driversXeroxhttp://www.support.xerox.com/support/enus.html

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

7. Get the Manual

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.

Unless you're familiar with the DVD/BLU-RAY in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerSupport SiteMAGNAVOXhttp://www.support.magnavox.com/html/index_us_en.htmlPHILIPShttp://www.usa.philips.com/c-m/consumer-supportPOLAROIDhttp://polaroid.com/supportRCAhttp://www.rca.com/support-productsSAMSUNG ELECTRONICShttp://www.samsung.com/us/support/SANYO FISHER (USA) CORPhttp://sanyo-av.com/support/SHARP ELECTRONICShttp://www.sharpusa.com/Support.aspx#supportSONYhttps://esupport.sony.com/TOSHIBA AMERICA INChttp://support.toshiba.com/VIZIOhttps://support.vizio.com/s/

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

8. Get the Manual

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.

Unless you're familiar with the router or gateway in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerSupport SiteApplehttps://support.apple.com/en_US/manualsArrishttp://arris.force.com/consumersAsushttps://www.asus.com/us/support/Belkinhttp://www.belkin.com/us/supportD-Linkhttp://support.dlink.com/Linksyshttp://www.linksys.com/us/support/Netgearhttps://www.netgear.com/support/TP-Linkhttp://www.tp-link.us/support

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

9. Get the Manual

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.

Unless you're familiar with the TV in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerSupport SiteDYNEXhttps://www.dynexproducts.com/supportEMERSONhttp://www.emersonaudiovideo.com/support/LGhttp://www.lg.com/us/supportMAGNAVOXhttp://www.support.magnavox.com/html/index_us_en.htmlMITSUBISHIhttps://www.mitsubishi-tv.com/PHILIPShttp://www.usa.philips.com/c-m/consumer-supportRCAhttp://www.rca.com/support-productsSAMSUNGhttp://www.samsung.com/us/support/SCEPTREhttp://www.sceptre.com/downloads.htmlSHARPhttp://www.sharpusa.com/Support.aspx#supportSONYhttps://esupport.sony.com/TCL CORPORATIONhttp://www.tclusa.com/support/TOSHIBAhttp://support.toshiba.com/VIZIOhttps://support.vizio.com/s/WESTINGHOUSEhttp://westinghouseelectronics.com/support/downloads/

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

10. Get the Manual

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.

Unless you're familiar with the device in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerSupport SiteAMAZONhttps://www.amazon.com/gp/help/customer/display.html?nodeId=200317150BARNES & NOBLEhttps://help.barnesandnoble.com/app/nook_support/list/session/L3RpbWUvMTQ3MTQ0NjQ1MC9zaWQvQWdISi1pWW0=BRIGHT TABhttp://www.brighttablet.com/user-manual.htmlCANONhttps://www.usa.canon.com/internet/portal/us/home/supportDYNEXhttps://www.dynexproducts.com/supportEMERSONhttp://www.emersonaudiovideo.com/support/EPSONhttp://www.epson.com/cgi-bin/Store/support/SupportIndex.jspHEWLETT PACKARDhttp://support.hp.com/us-enLEXMARKhttp://support.lexmark.com/index?page=productSelection&channel=supportAndDownloads&locale=en&userlocale=EN_USLGhttp://www.lg.com/us/supportMAGNAVOXhttp://www.support.magnavox.com/html/index_us_en.htmlMITSUBISHIhttps://www.mitsubishi-tv.com/NINTENDOhttps://www.nintendo.com/consumer/index.jspNUVISIONhttp://www.nuvision.com/download-center/PHILIPShttp://www.usa.philips.com/c-m/consumer-supportPOLAROIDhttp://polaroid.com/supportRCAhttp://www.rca.com/support-productsSAMSUNGhttp://www.samsung.com/us/support/SCEPTREhttp://www.sceptre.com/downloads.htmlSHARPhttp://www.sharpusa.com/Support.aspx#supportSONYhttps://esupport.sony.com/TCL CORPORATIONhttp://www.tclusa.com/support/TOSHIBAhttp://support.toshiba.com/VIZIOhttps://support.vizio.com/s/WESTINGHOUSEhttp://westinghouseelectronics.com/support/downloads/

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

11. Gen Qs: Something Else

Answer the Guest's questions to the best of your ability. Be mindful of scop