"Welcome to I yogi remote session. The online remote support service. My Name is Anand. How may I assist you today?"
Hello! and welcome to "iYogi remote session", the online remote support service. My name is Anand Kumar. I will assist you from here.
We have created a Case for the issue you are facing. The case number is " ". Please note this down for future reference.
DISCLAIMERS
DISCLAIMER FOR REGISTRY BACKUP
I need to made some changes in registry to fix the issue. Changes made in registry may sometimes result in loss of configuration information for just about everything on your computer. So to prevent that, we are taking a backup of registry as a precaution.
DISCLAIMER FOR RESTORE POINT
As a precautionery measure I am going to create a restore point on your computer just in case computer fails, we would be able to bring it to the current functional state.
DISCLAIMER FOR BROWSER OPTIMIZING
Now I am going to optimize your browser. I would like to inform you that Browser Optimization contains deletion of Temporary Internet Files, junk files, cookies, History and Saved Password from internet explorer which would definitely enhance its functionality, but after doing this you will lose the saved passwords, all previously visited websites on your internet explorer and you will have to re-enter them while logging in any website.
May I have the permission to delete them?
DISCLAIMER FOR DISK CLEANUP
Now I am going to use Disk Cleanup utility. I would like to inform you that the Disk Cleanup tool helps you to free up space on your hard disk by searching your disk for files that you can safely delete. it contains :
Temporary Internet files.
Downloaded program files. For example, ActiveX controls and Java applets that are downloaded from the Internet.
Empty the Recycle Bin.
Windows temporary files.
May I have your permission to remove them ?
DISCLAIMER FOR TEMP
I am going to delete the unwanted junk and temporary files which gets accumulated automatically and not in use and If I delete them it will Surely increase the performance of the computer. Can I go ahead with it?
DISCLAIMER FOR RESTART
We need to restart the computer to take the effect of changes made. After restarting the computer please type the password if you have. We will be reconnected into session. If we are not, I will call you back within next 5 minutes. May I restart the computer now?
DISCLAIMER FOR STARTUP
I would like to inform you that few programs start running when you start your computer even you do not need them. These programs run in background and consume memory of your computer. By removing them from startup, you can save your memory for other programs.
NAME OF THE CUSTOMER :
"Before we proceed further may I know whom am I chatting with?" (or) "Before we proceed further may I know your name ?"
"May I also know your e-mail address and alternate phone number for future reference?"
"Is it alright with you if I address you with your first name?" (If required)
QUESTIONING / PROBING
You can ask different questions depending on the situation.
Mr.customer may I know what exactly are you trying to do?
Mr.customer since when have you been facing this issue?
Mr.customer, did you try to resolve the issue on your own?
Mr.customer, did you make any hardware or software changes to your computer recently?
Mr.customer, may I know which operating system is currently running on your computer?
Mr.customer may I know which Internet browser do you use to surf the internet?
Mr.customer do you have multiple users on your computer?
Mr.customer do you see any error message on your screen?
Mr.customer did you install any new software?
Mr.customer have you checked the physical connections of your computer?
Mr.customer are all the cables properly attached to the computer?
Mr.customer which antivirus are you currently using?
Mr.customer is it a particular feature or application that you are unable to use?
Mr.customer did you contact I yogi previously for this issue?
PARAPHRASING
Mr.customer as I understand correctly you are unable to download the antivirus on your computer?
Mr.customer as I understand correctly the speed of your computer is really slow?
Mr.customer as I understand correctly you are getting unnecessary pop ups on your screen?
EMPATHY:
Mr.customer I completely understand the situation. Let me see what is the best that I can do for you.
Mr.customer I understand the gravity of the situation. I am sure by the end of this session we will be able to resolve the issue.
Mr.customer I really appreciate your time and patience. It is my assurance to you that your concern will be resolved at the quickest.
Mr.customer I personally take ownership of the concern that you have raised. I will look into the details of your account and ensure that it is resolved to the earliest.
Mr.customer you have been a very patient customer and I really appreciate your co-operation for the same. I will try and resolve your issue to the best of my abilities.
Mr.customer I completely agree with you and understand your level of discomfort with the services, however I assure you that I will be able to resolve your issue.
Mr.customer your level of dissatisfaction is completely justified. However I assure you that we will take care of your concern at once.
Mr.customer I know where you are coming from and how difficult it has been for you. Not to worry I am here to assist you and provide the best possible outcome to your issue.
Mr.customer I really appreciate the feedback that you have provided. It only helps us in improving our services and working towards a good customer experience.
Mr.customer I understand it has not been a very pleasant experience for you however I would request you to please offer another chance so that we can assist you.
Mr.customer may I please know the reason for your dissatisfaction?
Mr.customer I see that you are very upset. Please give us another chance to assist you. I assure you, that you will not be disappointed this time. If you are still not happy I respect your decision.
I understand how frustrating it is when things do not work accordingly.
Could you please elaborate the issue? So that I can assist you better.
I'm glad I was able to assist you.
I understand your frustration and I would have feel the same If I were in your place. However give me a chance to do my best to resolve the issue.
I apologize for the inconvenience caused to you, However I will try to pace up with you.
1) I understand how difficult it must be when (issue)--------. However before we proceed further if I can ask you few questions I will be in a better position to fix the issue for you"
2) Sure I will certainly look into it.
3) Don’t worry as we are here to help. Let me diagnose the issue first in order to resolve it.
4) That’s terrible!” “I understand how frustrated you are.” “I’d be angry about that, too, if I were you.”
5) Gee, that’s awful. Please let me help you with that.
6) You know, I’d be upset, too, if that happened to me.
7) That is really frustrating. I can understand how you feel.
However before we proceed further if I can ask you few questions I will be in a better position to fix the issue for you". May I know whom am I chatting with?
May I also know your e-mail address and alternate phone number for future reference? May I have your full name please?
Could you please elaborate the issue? So that I can assist you better.
TROUBLESHOOTING THE ISSUE :
We shall carry out some basic troubleshooting steps in order to resolve you issue at the earliest. Is that OK with you?
Mr.Customer in order to resolve the issue we will have to follow some basic troubleshooting steps. Is that alright with you?
I will now be working on the issue that your computer has been facing. I would request you to leave the mouse and Keyboard. And sit in front of the computer while I work on it as I might have to take permission from you for performing some critical steps or I might have to give you some information.
I will now be working on the issue that your computer has been facing.I would request you to leave the mouse.Sit back and relax while I work on your computer.
LEAVE KEYBOARD AND MOUSE:
I am now be working on the issue that your computer has been facing.I would request you to leave the mouse.Sit back and relax while I work on your computer.
I request you not to use keyboard or mouse, while I troubleshoot the issue, as it may lead to confusion.
ABUSIVE LANGUAGE
I understand your frustration. However as this is a formal chat session I request you not to use abusive language, as it may leads to chat disconnection.
FILES & FOLDERS
Please save all your confidential / important data and close all the applications running on your computer, before we start the troubleshooting procedure.
If the customer say thank you, you resolved my issue:
I take great pleasure in helping an esteemed customer like you.
If customer says what about my personal data:
I assure you that this information will be kept confidential. So, Please give me permission to access your computer as I will troubleshoot the issue in front of you.
If we are asking customer time: HOLD Statement :
Can I have a few minutes of your time to search with your issue in our knowledge base.
May I place you chat on hold for a minute. So that I can further diagnose the issue.
May I place you on hold for few minutes so that I can research on the issue to assist you further?
The ongoing ... troubleshooting process seems to be taking longer than expected.It would take approximately ... mins more. Why don't you have a coffee by then?
The time factor depends upon the complexity of the issue. I would request you to be in front of the computer while I work on it as I might have to take permission from you for performing some critical steps or I might have to give you some information.
In order to perform some basic troubleshooting steps to resolve your issue, it will take approximate 45-50 minutes, but sometimes the time factor depends upon the complexity of the issue. It is my assurance that your issue will be resolved as soon as possible, is that ok with you?
It may take approximately 40 to 45 minutes to resolve this issue. I would request you to please be there in front of the computer. Because I might need your permission/co-operation at some steps. Is it alright with you?
1) May I place you on hold for few minutes so that I can research on the issue to assist you further.
2) Is it alright, if I place your chat on hold.
3) This will take around two minutes of time. Please be with me.
4) Please give me two minutes so that I can research on this issue and assist you further.
If we are asking customer time and customer says okay:
Thank you.
Mr. Customer you have been a very patient customer and I really appreciate your co-operation for the same.
Appreciating the Customer if he follows the steps which we provide to him:
Awesome!
Fantastic!
You are doing Good.
If customer says thank you:
You are welcome.
If customer is not responding:
Are we still connected?
Are you still with me?
John, are you there?
If Customer provides the information:
Thank you for the information.
Emphathy:
If customer say I am not at all happy with the I yogi:
I'm sorry we have let you down on this issue. I will do everything in my power to get this resolved”.
I can understand (or I realize, I guess, I see) that you feel because_______. “can understand why you would feel that way.
If I were in your shoes I would feel the same way.
I would be disappointed, too, if that happened to me.
I need to get additional information before I take care of this for you. Would you mind waiting?
That’s terrible! I understand how frustrated you are. I’d be angry about that, too, if I were you.
Gee, that’s awful. Please let me help you with that.
You know, I’d be upset, too, if that happened to me.
That is really frustrating. I can understand how you feel.
Customer appreciating the agent:
Thank you for your compliment. I appreciate that. Support Dock Education
My iYogi :- This is a Members’ Area widget available to every iYogi subscriber that provides them quick access to the Subscription details, alongside an option to check on their Billing history, Support contacts, access to Help / Feedback area, etc.
Push to Talk :- Another one of the support solutions, PTT works as a quick Internet based callback request solution. The customer would need to push just one button to receive a callback by an iYogi tech expert in the next few minutes, at the number provided. “No waiting in the IVR”.
Live Help :- This is an instant support connectivity option, wherein the user would just need to select the closest match to a problem faced, and with just click of a button, he/she can get connected to an iYogi tech expert. “No waiting in the IVR”
Smart PC Care :- A part of the PC Optimization feature provided freely via Support Dock, SPC helps a user perform a one click PC tune up of their system without having to go through multiple technical steps. The tune up scans, cleans and optimizes the disk space as well as system registry, removing any malware too.
Online Backup :- Online Backup (powered by Carbonite)
“If you want to protect your data, back it up!” With this motto in mind, iYogi extends a 2GB Free Trial for Online backup feature to all its subscribers, valid for 1 year from the time of registration. The small, light
weight and intelligent Online backup client, helps one easily backup the important data like photos, music, documents, etc. without any hassles.
Home Net Manager :- This utility is a one stop solution for adding and managing the network devices present in a user’s home network be it desktops, laptops, printers connected wirelessly or wired. HNM helps one quickly analyze the network setup, the security options available on the various devices present in the network, the files/folders shared among them, and to perform routine actions like Speed Test, Backing up Network profile / settings, etc.
PC Support :- The second half of the PC Optimization feature of Support Dock is the PC Support (Maintenance) panel that provides some advanced technical utilities used for deeper troubleshooting and maintenance of your system. Although it’s advisable to use these utilities only in the presence of an iYogi technician, a tech savvy user can utilize these small apps to further enhance and tweak their system state.
Green PC :- A small and simple to use application that helps one save power / energy being consumed by the computer, and managing those settings as per one’s own choice. If used appropriately, the Green PC app can help one save over $200 in a year.
Messages :- A small and sim ple interface for an end user to check out all direct communications from iYogi, which could be regarding important updates, service changes, or just on a promotional level.
Preferences :- This option is specific to the Support Dock itself, and not any specific components. The “Preferences” section helps one customize the look and feel of their SD, starting from the size and magnification to the color, displayed components, label, and the View mode as well whether Dock view or Tablet View.
ESCALATING
Escalate: Closing 1.0
I apologize but this issue has taken more time than expected, since we are unable to resolve this issue, we are escalating this case to the expert group who will research on your case and call you back after 24 hours with resolution to your issue . This will help us to provide you with prompt and efficient resolution.
Escalate: Closing 1.1
Kindly let us know few details so that we can forward your request to expert group,
a) Best date and time for callback
b) Time zone
c) Primary and alternate contact number
BEFORE CLOSING
(Dont Forget to update Device Info and
Dont forget to check the status of SD and update the status in Casenotes also)
Mr. Customer is there anything else that I may assist you with?
Resolved
Once the issue is resolved:
Mr. X, I have fixed the issue, I request you to check from your end and let me know if it is working fine now?
I have resolved the issue. Could you please try to access -----------?
The problem with the computer seems to be resolved now.
Out of Scope:Closing 1.0
I hope our discussion would be of some help to you. Though I would have been glad in case I was able to resolve your issue completely.
Summary
Please wait till I summarize you what we have performed on your computer...
We went ahead and ...
Mr. X I would like to summarize you on the issue._________________
The issue you are experiencing is _________________
And the reason for this to happen is ________________
It is resolved by ___________________
Mr. Customer I would like to summarize the issue for you.
Issue:
Reason:
SALES
Upgrade/Renew and Addon
I want to inform you that we are running a promotional campaign in which we are offering good discounts to our existing customers if they wish to renew/upgrade their existing subscription or add another computer to the existing subscription. So would you like to renew/upgrade the existing subscription or add another computer with the existing subscription?
Sales Pitch
As You've seen and you're aware about how these malicous softwares are corrupting the computer, Leading you not to access internet , not to use the programms installed , and losing confidential information in their hands.
If You want , we can get the the warranty extended for another year which will let us make regular tune ups to ensure best performance of the computer.
This is opportunity to save money as well because this will not cost you $169.99 , but only $139.99. You will get a discount of $30.
CLOSING
My goal today was to ensure that to make you satisfied with the services I delivered. It was pleasure assisting you. You will recieve a survey which will ask you to rate my performance on this call. We welcome your feed back. It inspire us to work for customers betterment. Thank you for Choosing Iyogi Tech Support. Have wonderful time ahead. Good Karma
CSat Closing
It was a pleasure assisting you. We would highly appreciate if you could take a minute and provide us with a feedback in the form that would be on your screen once we end the session.
Red X
Now we can end the chat session. Please click on the Red X and then click on YES to close the session.
Final Closing
Thank you for choosing iYogi Technical Services. You have a wonderful day.
Good Karma !
