Filling Silences

GENERAL QUESTIONS TO ASK:

· How long have you been having this problem?

· Aside from your current problem, how has everything else been working for you?

· While I'm pulling up this information, do you have any other questions about our service?

· Do you have any questions I can answer while I am running these tests?

· Have you ever noticed any problems with the TV’s in your house?

· So how long have this been going on?

· You know we're here 24hrs a day/7 days a week, right?

· While this test is running, let me ask you about some of the equipment you're using

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OOL SPECIFIC:

· Can you tell me what happens when you bring up the browser?

· Can you please tell me what the lights on the modem are doing?

· Soon the lights will change, please let me know what they are doing now?

· Can you please let me know when you have 4 solid green lights on the modem

· Can you please let me know when the computer is done re-booting and you are at the start screen? (this allows silence until pc done rebooting)

· We have an answer center at optimum.com/support where you can get answers to service questions. Have you been to that site before?

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OV SPECIFIC:

· Do you have any questions regarding the OV features or Voicemail?

· Have you had the chance to visit OptimumVoice.com to log into your OV features and call details page.

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GENERAL IDEAS

· Answer Center

· Ask Questions that require long answers rather than YES or NO

· Get more information about the situation

· What we're doing/Explain situation

· Explain scenarios

· Explain steps to be taken after this one

Thank You

George, Dennis, David R. and Myron

For contributing these ideas

Team - Please email Dana and myself any new ideas for filling silence