probing questions

ELABROATE THE CONCERN

I understand that you have the complete story of the concern, but can you specify the exact issue with your device in fewer words?

ANGER MANAGEMENT

I understand that you are dissatisfied and frustrated with the experience you've had. However, it's important to remember that I am not the one who caused this problem. We are discussing the product you purchased, so there's no need to direct your anger towards me. If you find it difficult to perform these troubleshooting steps together right now, please feel free to call us back when you are ready and no longer upset.

EMPHATY

"I genuinely understand  your situation because, like you, I've been in a similar customer's situation, and it seems that not all technical support representatives are providing the level of care we deserve."   

as they often think customer service representatives simply sit there taking calls. I want you to know that I genuinely care about the customer's experience because, in the past, I've been in situations where I had to deal with terrible customer service, which ultimately led me to switch to a different company.

You know, as a customer, there are times when I use products from companies that aren't the big names. But, if I get awesome customer service, I'm more likely to stick with that brand instead of going for the famous ones. Because, when you have an issue with a brand like Brother and you're dealing with unhelpful customer service reps, it's just a never-ending cycle of calling and starting over, which can be super frustrating, you know?

CANT VISUALIZE THE PROBLEM

For better clarity on the situation, it appears that I'm having difficulties visualizing the specific problem. I strongly recommend that you record a video of the issue and explain it while recording. This will serve as a solid foundation for determining the troubleshooting process needed to resolve this issue.

ALREADY TROUBLESHOOT

I understand that you've repeatedly mentioned that you've already performed troubleshooting steps on your own. Even though I'm aware of the problem, it's essential for us to go through these troubleshooting steps for recording purposes. This way, we'll have a valid record in case I need to escalate this to level two support. If we skip any troubleshooting processes here, it could render the record invalid, and you might end up calling us to start over again. and I understand that you wouldn't want that to happen, right?

TRIGGER HAPPY CUSTOMER

I am fully aware of the situation. As a technician, my role is to streamline the necessary troubleshooting steps to efficiently pinpoint the exact issue. This approach ensures we make the most of our time and arrive at straightforward decisions based on essential troubleshooting steps and the specific problem you're facing. Rest assured, with my years of experience in technical support, I know what I'm doing.

ESCALATION EXPECTATION
your issue will be processed and escalated to our Level 2 team. To provide you with an understanding of the process, our Level 2 team is presently assisting other valued customers. Once they have completed their troubleshooting with those customers, they will kindly review the ticket queue and attend to your issue with utmost care."

PASSWORD PROBLEM

"Hi, when you mention that the password is the problem, it's essential to clarify because we have multiple devices involved, and there are many factors to consider. For example, is this password issue occurring on the nvr or the mobile phone? We need to pinpoint the specific device responsible for the password problem."

FRONT OF THE NVR

"Please go to the front of your NVR or recording box and check if you see any lights illuminated. This will help me identify if there is power."

ABOUT THE PURCHASE 
Did you buy just the camera, or did you purchase a package that includes both the camera and an NVR?

RESPECT

I understand that its  can be frustrating, and it's natural for some customers to react rudely in those situations. When I communicate politely, my hope is that you can also respond in a similar manner. Although I'm a technical support who suppose to know what i am doing, I believe it's essential for all of us to show empathy and treat each other with respect."

or

I'm here to lend a hand to our customers  like you when they run into issues, not to take any disrespect or shouting. If we can keep things friendly and work together, we'll sort things out much easier. Feel free to give us a call back once you've had a chance to cool off and we can chat more calmly." 

-different 12v 2a adapter
-different HDD 

-reboot

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RAP RAP

OPENING CALL

thank you for calling hiseeu how can i help you

Hi thank you for answering a call i am contacting you to check if you still need help for your CCTV

PAG HINDI NATINIDHAN

i am sorry?

i am sorry your voice is cutting in and out

can you tell me exactly the problem is?

PAG NATINIDHAN

thank you for letting me know.

one moment let me take  notes on that and check!

one moment let me check

i am currently checking 

OPENING

thank you for calling hiseeu how can i help you

Hi thank you for answering a call . . .   i am contacting you to check. . ..  if you still need help with your CCTV system