"Thank you for Calling Dell Technical support, My name is _____. How      may i help you?"
*summarize caller's issue and apply emphaty* "Im sorry to hear that"
problem: "Before we start resolving your issue, Can i have your first and last name pls?"
"Thank You for that Information"
"Mr/Ms________ so that i may pull up your customer file, Can i have your Service Tag Number pls?"
*Open up Dell Serv and Check Warranty and other Informations*
"Thank you, Mr./Ms.____, I'm showing that this is a _______ sold in_______ is this the product you need assistance with?"

***SET EXPECTATION***
ok ____ I would like to informed you that I will do my best to resolved your issue as quickly as possible but if we end up doing advanced support or a Dispatch on your issue or problem that is no longer in my support boundaries then that isthe time I may need to tranfer you to the right que...

open DSN then proceed to TroubleShooting

(Expired) "Mr/Ms. [customer name], the limited warranty has expired for this product. If you have a simple question, I will be more than happy to assist. However, if the question is beyond what I can help with, I will need to direct you to one of several available options. There are free online resources available to assist you at support.dell.com, including the One Stop Troubleshooting Tool and available Downloads, including Drivers. We also have fee-based phone support available from Dell's Expired Warranty Support team."
(Limited) "Mr/Mrs. [Customer_Name]. This product is still covered by our Limited Warranty, including hardware support for troubleshooting defective Dell hardware. There will be no fee charged for this standard Dell hardware support. If you end up needing assistance for an issue beyond the scope of our standard Dell hardware support, we'll have several options for you, including support from Dell On Call".
"Mr./Ms.,______,"I see that your Dell System Warranty has expired, may I transfer you to a technician from the Expired Warranty Support team? They can give you more information about fee-based phone support."
"Mr./Ms.,______,"I would like to remind you that your Dell System Warranty expires in the next 30 days. Please remind me at the end of the call and I will transfer you to our extended service team to discuss future warranty options."#Home

"Mr./Ms. [Customer_Name], Just in case that this call will get disconnected, can I have your phone number so that we can call you back?"
"Mr./Ms. [Customer_Name], I do apologize for the inconvenience this may be causing you, however I'm going to need a little time to do some additional research and get back with you on the resolution of this issue."
"(Mr./Ms. Customer), I'm sorry that you are having this problem. Please allow me to place you on hold briefly while I research your issue."

Would you describe exactly the problem you're having?
"When did the Problem Begin?"
"Has the problem occurred before?"
"What program were running when the problem occurred?"
"Does the problem occur on other application?"
"How long had the system been running when the problem occurred"
"What Operating System are you running? Did Dell Install it?"
"Has any new Software or hardware been added?"
"**Was the System Working before it was added?"
"**Have you tried to remove it?" "
"Are you Attached to a Network?"
"Is your Computer attached to broadband Internet connection?"
"Is your Computer attached to a Wireless Network?"
"Has the system been moved or dropped recently?"
"What has changed in the area around the computer?"
"What have you done to correct the problem?"
"Have you remove all external devices?"
"Have you checked the setting in System Setup?"
"Have you checked for a virus or spyware on the system?"
"Have you run Dell Diagnostic on the System?"
"Do you have a "Known good" part you can Swap?"

1st Sequence: (Recap or Summarizing) " Mr. ________, I�m entering my final notes here but before I do let me do quick recap on this call that you made today. So basically, you called in for a paper jam issue and what we did is we tried to re-brick the printer and that�s resolved your concern."
2nd Sequence: (Case Management) " Alright, since I was able to resolve your issue today, can I close this case now and considered it resolved?"
3rd Sequence: (Email expectations) "Also, can I get your email address because after this call, I will send you a summary email which will serve as your reference and that will include your case number or dispatch number and my name. In the event that you encounter the same problem, you can reply on that email otherwise you have to get back to the queue. Now if you have a pen and paper I can now give you now the case number and that is 15555555."
4th Sequence: (Tempcheck) " Have I address all the issues and concerns that you have called in for today?"
5th Sequence: (Avoided Callback) " Is there anything else that I can help you with?"
6th Sequence: (Alternative Option) " But before I end this call, please try to visit our website and that is support.dell.com for some useful information about your system. "
7th Sequence: (State your name) " Again, my name is John. Thank you for choosing DELL and you have a great day."

"Mr./Ms. [Customer Name], I may be able to troubleshoot more quickly if you would allow me to assist you remotely."(have the customer launch the DC client).
�Mr./Ms. [Customer Name], we have software available on remote.dell.com that would allow me to assist you remotely. If you are interested, it would be a quick download that I can walk you through. Would you like to try it?"
"Mr./Ms. [Customer Name], I'd like to remind you of the Terms and Conditions page. Please take a moment to review it. If you are comfortable, and agree to these terms please click the 'I Agree' button.�
***ANALYZE MODE*** "Mr./Ms. ______, I would like to use the DellConnect tool to perform an automated analysis of your drivers and system settings. I will be able to see a detailed snapshot of your system configuration. I will not have the ability to modify your system. You will not be able to see what I am seeing. If you agree to this analysis, click Yes at the prompt." (If the caller asks for more detail, let them know you can see such things as free space on their hard drive, programs running, settings, and preferences.)
"Thank you, Mr./Ms. ______. The automated analysis takes a few moments."
�Right now I am checking the status of your computer. While you should see a �Please wait� screen, I have a list of system settings, such as how much memory you have and what drivers are installed. Please give me a few moments to review this information.�
***REGISTRY MODE*** "Mr./Ms. ______, I would like to use the DellConnect tool to examine your files and registry, however before I continue I should warn you of potential data loss, and would like to advise that you back up your data and/or registry. Please let me know if you would like to conduct a backup now or if you would like to continue without backing up your data/registry."
�I am examining your registry settings and the list of files on your computer. I cannot view your desktop, the contents of any files or make changes to your registry. You should now be seeing exactly what I see on your screen. Remember, at any time you can break this connection at your discretion.�
***VIEW MODE*** "Mr./Ms._____-, I would like to use the DellConnect tool to view what you see on your screen. I will not be able to make changes to your system in this mode, but I will be able to communicate with you by drawing on your screen, like a teleprompter. If you agree to this, click Yes at the prompt."
�In this mode I will be able to view your desktop. We need to open your My Computer icon. I cannot make any changes on your system, but I have drawn a line around the My Computer icon on your screen. Please double-click that icon to open it.�
***FULL CONTROL MODE*** "Mr./Ms._____, I would like to use the DellConnect tool to take control of your system. You will see everything I do as I do it. While I will have full control during this mode, you may regain control by pressing the Escape key at any time. If you agree to this, click Yes at the prompt."
"Mr./Ms. _____, in order to assist you with this issue, I'll need to open [this/a] file using [Application]. I will be able to see the contents of this file. Is this OK with you?"
***DISCONNECTING DellConnect when a customer walks away from a session
"Mr./Ms. _____, in order to protect your privacy, I will need to disconnect the DC session at this time, however I can wait on the phone line for a minute. If you need to be away for more than a minute I can setup a callback to resolve your issue. Would you like me to wait or would you like to set up a time I can call you back?"

Irate Callers Not At The System Virus/Spyware Piracy Out Of Scope 3+ Callers Product Safety Policy Missing USB Cable

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