GigaPocket Team
Lectures (2nd week 3rd week)
Client Logic Emergency Line
8601305
Common Terms Used In A
ASA average speed of answer
ATT average talk time (12 mins., 30 secs.)
AHT average handle time
Common Acronyms
VAIO Video
/ Audio Integrated Operations
DAPC
Direct Accessory and
RRC
VGC VAIO
Group Computer
VGN VAIO
Group Notebook
VGX The
Future of VAIO
-
X series,
slimmest notebook in the world
CLIE a
personal organizer device
Prefixes
Family Series Designation
PCGFXA63GK
Wherein:
PCG unit identifier
FXA family wherein A means it
contains an AMD chip instead of the usual Intel
63 actual
number in the family
G has a GigaPocket software
K the OS is Windows 2000
(i.e. if P it has Windows XP OS)
NOTE:
Intel uses Phoenix BIOS
AMD uses AWARD BIOS
CTO configure to order
BTO build to order
Monitor Prefixes
Important Websites
The Four Seasons
NOTE:
The * indicates when SONY brings out their products.
For weather info go to www.weather.com.
IMPORTANT SCRIPT (when asked about our
location):
I work for SONY in a virtual call center centered in
IMPORTANT SCRIPT (Standard Opening
Greeting):
Thank you for calling SONY,
this is <rep. name>. May I have your telephone number starting with the
area code or an event ID <please optional>
When looking for model numbers on:
1.
Notebook lower
right hand corner of the LCD, near the power button.
2.
Desktop either
right or left hand on the lower flap, below the power button
NOTE:
Serial number is located on a white bar code sticker
(total of 15 digits), comprising of:
P/N: 28xxxxxx or 29xxxxxx (8 digits
long)
S/N: 3xxxxxx (7 digits long)
Get all the 15 digits if possible. If the customer
cant give it, type PENDING
Acronyms and Definitions:
UUI Universal Unit Indicator or Serial Number
Extended Warranty also called the Name of Provider
of Extended Service
IMPORTANT SCRIPT (Standard Ending
Greeting):
Let me give you the event ID (reference ID for a
phone call) for this call. It is E_____. My representative ID is C_____. Thank
you for calling SONY.
ESCALATIONS
For
PRODUCT SAFETY escalation, do the following:
Important websites that can help when
troubleshooting:
The
common words to hint that you are in LEGAL ESCALATION are:
Tips
when dealing with a LEGAL ESCALATION:
PC Rebates
Rules:
1. Rebates takes
8-10 weeks for processing
2. In order to apply for a
rebate, the customer must send in
- a copy of the proof of
purchase (POP)
- UPC (from the box)
- rebate coupon
3. SONY does not mail rebates
to P.O. Boxes
4. Rebates have timeframe
- Customers have 30 days from date of purchase to
send the rebate
- Rebate checks are only good for 90 days and cannot
be re-issued
5. Rebates are non-transferable
6. Has to be purchased within
rebate timeframe
7. One rebate per household
Questions:
Step 1: What is the rebate
for?
- model
- $$ amount
When did the customer purchase the unit?
- unit info
When did the customer send in the rebate documents?
What did the customer send in?
Step 2: Click
<promotions> "IT promotions and rebate info"
- research the rebate
Step 3: Solve customer issue OR
check to see if they have called the rebate house number
- get number from rebate coupon
Step 4: Research further
- use KANA to check rebate status
(www.rebatesHQ.com or www.web-rebates.com/sony)
- document all your findings on the KANA
documentation area
Step 5: IF (and only if) the
customer has already called the rebate house and has come back to us
(customer is getting the run
around)
- exit KANA, click <resolved-unconfirmed>
- click <file management> subtype <promo/support
ZPRO> detail <promotion (rebate)
- fill out the template provided
- leave the event/action active and assign to ZPRO
PROOF OF PURCHASE (POP)
NOTE: If a customer loses their POP,
they can return to the dealer to get another one
Good vs Bad
"Official Receipt" -
credit card statements
- printed -
checking / bank statement
- vendor -
handwritten
- $ price $
- condition
of sale
- open box
- display
- as is
- model
number, serial number
POP Request in CS3
1. Click <file
management>, subtype <POP Request>, detail <none>
Description: 1) Give customer fax number (239-768-7816) Note: memorize the number
2) Told the customer to fax a copy
of the POP
3) Gave event ID
NOTE: when faxing, tell the
customer
- put event ID in the center, away from the edges
- no cover sheet
2. Assign your action to ZPOP
NOTE: How do i
know a POP is on file?
1) Unit Information (box is checked)
- Bill of Sale / Document Received
- Date of Purchase is solid /
confirmed
2) Events
- POP Electronic
NOTE: anything you buy from Ebay is out of warranty
PRODUCTS WE DON'T
SUPPORT:
1. Playstations - give
customer the 800 number
2.
3. PCGA - support
4. TV - support
WARRANTY
VAIO - 1year / 12 months /
365 days
Batteries - 30 days
Notebook Accessories - 1 year
(AC Adapters, etc.)
Refurbished Units - 90 days
Repair - 90 days
EXTENDED WARRANTY
1. SonyStyle
- buy your unit from SonyStyle
- purchase
extended warranty at the same time (buy it on the 1st day)
- customer
receives:
- free
tech support (for an extra year)
- free
repair (for an extra year)
- supported by us
2. Sony Branded Extended
Warranty Program
- open to all VAIO owners who are still in the 1st
year of warranty
- extends the actual warranty 3, 5, 7 years of
warranty
- handled by a different 3rd party group called AION
- to buy the extended
warranty - 1-800-747-1170
- all repair and support -
1-800-366-4918
3. 3rd Party Extended
Warranty (Best Buy,
- extended warranty bought from other vendors
- repair is covered, phone
tech support is not
- $19.95 charge for phone tech support
- if repair, refer the
customer to their extended warranty provider
PAY FOR SUPPORT (PFS)
Two Ways for PFS (Cost: $19.95)
1. Credit Card -
MAXX, Agent
2. 900# (Phone Line) -
MAXX / Agent
Per Incident Basis
- one
event ($19.95)
- different event, different
charge
- same event, no charge
- credit
card (same call) no matter how long it is, still one event
- 900# call - 1 call = 1 issue
- 2 calls = 2 issues
- call 800# for credit, if a
customer asks for credit
NOTE:
12 months of MARKET DATE
(i.e. 6/15/2004 - 6/15/2005)
- if in market date, the
unit will be in warranty
- POP is required if unit was bought in between
market date,
then it would still be in 1 year warranty
Not Charged:
1. existing
(or same) event and it has already been charged
2. pre-sales
info
3. repair
setup
- the customer
does not want troubleshooting, only where to send the unit for repair
Tools for PFS
- CS3
- mainframe
Diagram:
User ---> Greeting --->
Phone Number / Account / Registration --->
Model (Unit Info) is the user
within 12 months? ---> (Yes) ---> No Charge
---> (No) ---> Discuss PFS
Discuss PFS (12 months, within market date):
1. charge ---> credit card
- MAXX
- agent
---> phone
number ---> pull out account ---> market date ---> did MAXX charge? (shows
up in the blank) ----> NO? (MAXX
didn't charge) ---> charge
---->
YES? (MAXX charged) ---> see 1st event (look at date & time stamp) ---> find MAXX PFS
event and double click it ---> find model drop down
(top) ---> select a model ---> assign event to yourself
---> type event description
2. charge
phone bill 900#
3. referral
to websites
4. hang
up
5. fax
POP / call back
6. pay
now / fax POP - credit back once the POP is verified
Pay for Support Process:
Option 1: CS3 ---> pull up account ---> market date
---> out of market date ---> read sscript ---> CC $19.95 --->
document issue (event description) ---> process charge (click <action main>; choose type
<free based support>; subtype <per incident>; detail <blank>)
---> click <fbs< charge> button --->
capture ---> CC# ---> exp. date ---> type of unit ---> click
<OK>
Option 2: Description: gave cust event
id// told cust to write it in the center top//gave cus the fax number// cust will
call back after pop is verified for support// sb07
Option 3: Description: gave cust event
id// told cust to write it in the center top//gave cus the fax number// cust will
fax in the POP to verify the warranty issue// ZPOP
Option 4: Refusal ---> click < action maintenance>
---> choose type <fee based supportt>; subtype <per incident>;
detail <refused>; description: cust will call
900#// cust does not have cc// sb07 {cc =
credit card} ---> complete action
---> (i) cust will call the 900 number// cust
stated that he does not have a credit card// gave cust 900 number// sb07
---> (ii) cust will call
900 number// gave 900 FBS number// cust does not have
credit card and will bill his phone
bill// sb07
Option 5: Referral ---> click <customer management>
---> choose <correct> ---> tyype <customer management>;
subtype <referral>; detail <depends on situation> ---> action
description: reason for refusal// sb07 ---> complete the action
To document a 900
call:
1. your
phone will indicate that you have a 900 call
2. pull
up the customer's account
3. capture
the event description
4. click
<action maintenance>
5. choose
the correct
T Fee
Based Support
ST 900
Srv. Flat Rate
D Charge
Sir Keith Gilderhus (Director of Operations - SONY)
NOTE: In conversing
- converse
- listen
- repeat
To charge a customer without the
mainframe:
- mainframe is down
- mainframe is giving errors
Charge the customer --->
click <action maintenance> --->
T Fee
Based Support
ST Per
Incident
D
(PBS button is not working)
Description: customer's cc# /
expiration date ---> status to "requested" --->
assign action ZCHG ---> click <OK>
Credits:
situation --->
Kana states "there is no resolution at this time"
you may promise a
credit
you have already
charged the customer (beginning of the call)
ACTION ---> T Fee Based
Support
ST Per
Incident
D
Description: why credit?
Assign the action to ZCRD
Credit Card - ZCRD
Phone Bill - 1-800-782-8845
TO CHARGE THE CUSTOMER FOR OUT OF WARRANTY (over 12 months)
1. click
<action maintenance>
type: fee based support
subtype: per incident
detail:
status: requested
credit card number, date
type cust details
assign action to ZCHG
2. click
<file management>
type: file management
subtype: pop request
detail:
status: requested
request pop
credit the cust
type cust details if pop is sent
assign action to zpop
3. troubleshoot
type: troubleshoot
subtype: depends on product
detail:
status: completed
answer questions (launch kana)
4. click
<action maintenance>
type: repair service
subtype: box order
detail: product
status: requested
answer questions
assign action to zpop
MAINFRAME SHOULD BE ONLINE INORDER TO PROCESS OR VIEW CUST ACCOUNTS
TO ORDER A BOX ORDER FOR IN WARRANTY (less than 12 months)
<action
maintenance> button
type: repair service
subtype: box order
detail: product name
answer questions template
status: requested
assign action to ZFIX
create work order
BOX ORDER 12 MONTHS > MARKET DATE, ASK FOR POP
1. <file
management> button
type: file management
subtype: pop request
assign action to zpop
fill up details
status: completed
2. create
box order
<action maintenance>
button
type: repair
service
subtype:box
order
detail:
product
status:
requested
answer template
assign
action to ZPOP
Issue: HDD GRINDING NOISE
HOW TO CREATE AND PROCESS WORK ORDER (OOW)
1. click
<action maintenance> button
document the 900 call
type: free based support
subtype: 900 srvc flat rate
detail: charge
status: completed
2. click
<troubleshoot> button
type: troubleshoot
subtype: product
detail: blank
status: completed
launch kana, document the
problem, read disclaimer to customer, if service is needed click <repair>
button then press <go>. click <ok> to
close the troubleshooting window
read tier pricing structures to the customer. (in sony policies in procedures - oow service)
click <price calculator>
PRICE CALCULATOR
location:
class code: basic
in code: ship in
out code: ship out
warranty status: out of warranty
click ok
read shipping / handling disclaimer or advice the customer
PENDING WORK ORDER
1) create
<work order> by clicking <work order>
type: repair / service
subtype: initiate repair
detail: fs2 /
complete template
status: completed
click create work order
2) create work order (valid
for 30 days)
location:
user code: rep id
class code: end user
warranty status: oow
problem: specify
ask for cc # if oow
click done
event: resolved -
unconfirmed
Parts Dept. WRPC
resolution code: 1 - HW
2 - sony
3 - disk drive
click ok
OUT OF WARRANTY (OOW)
SSC ---> read 3 tier
system ---> price calculator ---> read disclaimer ---> shipping and
handling ---> create a work order
TELEPHONY
Parts of the phone
Auto In -
ready for a call.
-
tells the que
that you're available / ready to take calls
ACW - after
call work. For finishing documentation, for queuing (30
seconds). Puts customer on hold. Logging in / out.
-
after call work. The ACW for this campaign is 30 seconds or
less. You can press ACW at anytime during the phone call. It will not affect
the customer. ACW takes you out of the call que and
gives you time to catch up with documentation, etc. ACW should be used
sparingly.
Aux Work 6 Training - used to take the agent out the call circulation- agents can only use
this button when requested from a coach or trainer
Aux Work 7 Meeting - used to take the agent out the call circulation - agents can only
use this button when requested from a coach or trainer
Headset -
should be turned on
- used to specify that you are going
to use a headset to take calls. please make sure that
your phone is in headset mode before pressing auto-in. if not, you will hear
nothing through your headset.
Release - do not hang-up the phone. Reps dont use this.
-
used to hang up the phone. you are not allowed to use this button (with very few
exceptions) line1 - this is your primary line - your phone call will appear on
this line. when you have a phone call, the light next
to this button will be green.
Timer - good tool to use when to display counter.
-
Line 1 -
This is your primary line - your phone call will appear on this line. When you
have a phone call, the light next to this button will be green.
Line 2 -
This is your secondary line. Helpful when you need to transfer the call.
Line 3 - Auxilliary line
Aux Work 2 Short Break - this is used for you 15 minute break.
It can be pressed at any time during the phone call. When the call finishes,
you will immediately go on break.
Aux Work 4 Lunch - used for your hour lunch.
You should press ACW first - to avoid a phone call and then lunch.
Aux Work 5 Email - we do not use this button
Login - the
button that logs the agent into the phone.
To login to your phone -
* Press log-in
* Enter your log-in code
* Press auto-in
PLEASE REMEMBER - logging into your
phone should be the LAST step before taking calls.
Logout -
This button designates that its the end of your shift.
On your last call, make sure to press ACW. This will make sure that you do not
get another call - and then press Logout.
ACTION OVAL
BUTTONS
Speaker -
puts your phone on speakerphone
Mute - mutes
the line
Hold (the
red button) - puts the customer on hold. Hold time for this campaign is 2 minutes.
Use the timer to insure that you do not go over. When you put a customer on
hold - line 1 will flash. To pick a customer back up - press the flashing line
1 button again.
Redial - not
used on this campaign
Transfer -
puts line one on hold, and then opens line 2 for the agent to dial the transfer
number.
Conference -
not used on this campaign
Processes:
Transfer-Escalation to
To transfer a call -
---> Introduce the transfer to the customer
- "Ms/Mr ______, I will need transfer you for
further support. Your Event ID is _____. My rep ID is _____.
Thank you for calling Sony."
---> All documentation must be completed
before transferring the phone call.
---> Press the transfer button on the
phone. This will put the customer on hold, and open up a free line for you
---> Dial the transfer number - BUFFALO
18139 SONY 18140
---> If to Sony - slect
the correct prompt (product)
---> Wait 20 seconds to see if someone will
pick up
---> If no one picks up - press the
transfer again to put the customer in the call queue - PRODUCT SAFETY CALLS YOU MUST STAYON THE LINE
---> If someone picks up -
---> Introduce yourself - "Hi, this is
_____ from another Sony location. I have an event for you E_____
---> Brief the agent on the situation at hand
---> Ask the rep for their rep ID - You
will assign the event over to them
---> Wait for permission to transfer
---> Transfer the call - press transfer
Mute and Hold
Mute is to be used:
- any
time under 10 seconds
- for
coughing, clearing your throat, etc....
Mute is not to be used:
- to
swear at the customer
- instead
of hold
- when
you are sitting with the customer on the line
Hold is to be used:
- when
you need to leave your seat to research a customer's issue or ask a question
- do not use hold when you
are at your desk
- please
give the customer a reason for holding
- please
ask the customer if they mind holding
- please
thank the customer when you have taken them off hold
- hold
time is 2 minutes - if you need more time. please
re-address the customer, " Mr/Ms ______, i am currently researching your issue, do you mind waiting
on hold for one more moment?"
Sample documentations in KANA:
cust insists on talking to mr.
smith// attempted without sucess to troubleshoot// cust states that they have performed multiple
troubleshooting steps// recovery// repeat repair// cust
insists on escalation// permission to escalate// sb07
cust insists on talking to mr.
smith ext. 1234// cust will not talk to me//
permission granted by COX1// sb07
cust insists on talking to ms. tredeski//
had unit repaired at circuit city 7 times// unit came back broken on all 7
times// circuit city gave cust this contact name and
extension and informed him to call us// cust does not
want to talk and very upset// cust wants to talk to
ms. tredeski only// permission to escalate// sb07
cust insists on talking to ms. tredeski
only ext. 1489// cust will not talk to me//
permission granted by COX1// sb07
cust. states <bottom of
notebook is melted>// told cust. to unplug unit// cust. is ok// cust. states
<plastic has melted unto my table>// escalating for product safety//
permission granted by COX1// sb07
cust. states that <last
week his unit began to spark and caught his drapes on fire>// told cust. to unplug unit// cust. is ok with no physical
damage// cust. is calling us
now just to let us know// escalating for product safety// permission granted by
COX1// sb07
cust. states that <my pc
is emitting some sort of burning electrical smell>// he stated <it
started yesterday after his dog decided to use it as a bathroom>// cust says he is ok// cust. says there was no property damage// escalating for product
safety// permission granted by COX1// sb07
cust
has modem connectivity issues// cust says modem is
detected// ask cust to uninstall modem then reboot//
ask cust to check if phone jack connected properly//
try different access number on isp// reinstall modem
driver// check if dial-up networking installed and configured properly// set
modem baud rate not too high// verify the computer is configured for tone
dialing// remove all third-party hardware// verify Tel line from wall is
connected to the line port on the modem// verify phone line additional features
if disabled// determine modem whether the area code is required// disable the
wait for dial tone feature// verify if tel jack being
used may have unacceptable line noise// cust need to
perform system restore when the modem was functioning correctly and/or perform
a format and recovery of the hard drive//
told cust possible risk of data loss// cust
has norton antivirus// attempted to clean and restore
system with antivirus software// system hangs up and will not proceed with
cleaning// cust need to repartition and restore hard
disk// permission to escalate by cox1// sbny07
cust cant install office 2k on winxp//
winxp disc needed// cust
has no winxp disc// cust
recovery disc dont work// cust
need to edit 2 registry keys// permission to escalate by cox1// sbny07