You asked for the device´s model number and the customer says, “I have no idea what a device model number is”. How would you explain this to the customer?
-Is the number that identifies your TV. -It´s a code that has letters and numbers, it may start with XR, KD, KDL.
You requested the customer to access the device´s settings menu but the customer says “What do you mean by that?” How would you provide an explanation for this?
Is the list of options where you can change you TV configurations. -I will guide you step by step to get there.
You asked the customer if the device is up to date but the customer asked you "why is this needed?" How would you explain this?
-This is something that may fix the problem that you are having. -To avoid any possible problem on your TV.
You advised the customer that we need to do a power cycle, but the customer stated that he had no idea what a power cycle is. How would you paraphrase this request?
-Basically we will disconnect the TV from the wall outlet and wait. -Just unplug the TV from any power source.
You asked the customer to change the Speaker settings to TV Speakers. Customer says, “I don´t know what that is”. How would you detail this process to the customer?
-It´s the process to select the TV speakers instead of the audio system -Don´t worry, I will guide you through the different options.
You want to know if the HDMI cable is connected to the ARC port, but the customer says that he does not know. How would you guide the customer?
-Ask the customer to go back to the TV check the port -Ask customer to follow the cable until the port where is connected.
You informed the customer that we need to do a handshake and the customer asks, "what is that?" How would you explain the procedure?
-Basically, we will disconnect both devices from the electricity and from HDMI cables. -Is like a reset on both devices.
You asked the customer to re-scan the channels, but the customer did not understand what you meant by that. How would you paraphrase this to the customer?
-We will scan the channels and the TV will pick the ones working -Is like an auto-programing.
You asked the customer to do a Factory Reset. The customer asked if he will lose any information. What would you answer?
-You can explain that the unit will return to the factory settings -You can advise that the TV will start as the first time it that was turned on.
You advised the customer that we will need a POP. The customer wants to know the reason why you need that.
-This is a required document to validate the warranty. -Is for us to check the available options for your device.
What is paraphrasing?
-Paraphrasing is expressing the meaning of something, written or spoken, using different words, especially to achieve greater clarity.
Why is paraphrasing important in customer service?
-Paraphrasing assures customers that they are being listened to and understood. -It ensures that the representative is able to understand the customer's request
Set clear instructions practice: "Hi, I'm 75 years old and I was asked to provide my TV model number. I am not an expert and I do not know how to find it. Could you please help me out?" How would you explain this to the customer?
-Your TV model number can be found on a sticker on the back of your TV. You can also find the model # in your TV's menu options. Let me guide you.....
You asked the customer to unplug the TV from the wall outlet but the customer says "I am sorry, should I unmount the TV from the wall?".
-I mean, disconnect the TV from the AC outlet. -Remove the power cord from the AC outlet.
You informed the customer that after completing the troubleshooting process, service is needed. The customer says "what do you mean with that?"
-A technician needs to take care of your unit. -We need to check the warranty options of your unit.
