Customer ExpectationsPart 1 - Call Opening

Course Objectives
By the end of this course, you will be able to:
Describe a proper opening of a tech support call
Gather information conversationally
Set proper expectations with the customer regardless of their warranty status

First Impressions
You Only Get One
We’ve all heard the quote, “You never get a second chance to make a first
impression.” That is exactly true. When you first answer that call, how you open
the call will set the tone for the entire call.

Decisions Are Made

Within that 15 seconds, your customer is deciding several things. They are deciding
if you are willing to help, if you care, if you are in good spirits or confident,
and even if you have the ability to help them. The opening of the call is
intentionally not scripted in order to allow you to be more conversational with
your customer. However, there are some elements that need to be in your greeting
every time:
Thank the customer for calling
Brand the call
Introduce yourself
Offer assistance
Here are a couple of examples...

Greeting Example 1
Thank you for calling Dell technical support. This is _____. How can I help you
today?

Greeting Example 2
Thanks for calling Dell tech support. I'm _____. What can I do to help?

Greeting Example 3
Thank you for calling Dell technical support. My name is _____. How can I assist
you?

Bonus
I'm sorry to hear you're having trouble with that. I'd be happy to help you out
though.

Let's Share
Providing warranty information to the customer during the initial conversation
while confirming the system model will go a long way in establishing a good
rapport. The bare minimum is to let the customer know if the computer is under
warranty and till when.
Sharing warranty information takes higher significance when dealing with a computer
which is not under warranty.

Remember, not all customers would know warranty details every time they call.
It could be due to
-Many computers and devices
-Not the actual owner of the computer but just a user
-Just forgot

However, do not stop at just providing information. Let the customer know what
options are available and how to go about it.
Here are couple of examples:

In Warranty
OK, the system you are referring to is _____ and the warranty is valid till _____.

Out of Warranty
OK, the system you are referring to is _____ and the warranty expired on _____.
However, let me see what best can be done.

Smile!
Studies show that you can actually hear a smile. When you answer the call with a
smile, it goes a long way in building rapport. It can reinforce a positive first
impression by demonstrating a positive outlook and confidence that you are well
able to handle the issue. It may sound stereotype, but it really is true. When
you’re smiling, your customer will most likely be smiling, too. I dare you to try
it!

Word Choice
It is commonly understood that 55% or more of our communication stems from body
language. That means that when we are on the phone with the customer, we have
essentially lost over half of our ability to convey our message. By definition,
this places a MUCH larger emphasis on WHAT we say and HOW we say it. Your words
will carry immense power with your customer so use them wisely. Avoid words and
tones that are terse or harsh. Instead, choose words that convey caring and
sincerity.

In addition, avoid talking over the customer’s head. Do not use technical terms,
acronyms, and jargon that they may not understand. Also avoid hot button words. One
that we tend to use all the time is the word “troubleshooting.” Try substituting
the word “troubleshooting” with “gathering information.” This tends to set the
customer’s mind at ease. When they hear the word “troubleshooting,” many customers
hear you saying that they have work to do. Gathering information is easy, the
customer is typically happy to give us information. Are we still troubleshooting?
Sure. But the way that we frame our words with the customer will set them at ease,
allowing you to gain more cooperation from them.

Word Choice Examples

Let's take a look at a few examples of word choice. Click on each number to see
examples. For each number there will be two statements. The first statement is a
poor example and the second is a better choice.

I really am sorry for the trouble you're having, but you have to watch out for
websites like that.
VS.
I can completely relate to that problem, I experienced the same thing myself last
year. What I found was...

We'll have to do some troubleshooting in order to determine what the issue is.
VS.
Would you mind if we gathered some information about what's going on with the
system so we can pinpoint the problem?

We'll have to troubleshoot to find out if that hard drive has actually failed. I
need you to run a diagnostic for me.
VS.
If it's ok with you, I'd like to gather a little information to verify if the hard
drive is the cause of the problem. Could we run a quick diagnostic to see if that
returns something?

Lesson #2
Gathering Information

Remember, It's A Conversation

One of the keys to a successful call opening is keeping it conversational. That can
be difficult to do when gathering personal information from the customer. We simply
have to remember that this is a conversation. That means it’s an informal exchange
of ideas and information. There is no reason why gathering information cannot be
friendly and conversational.

Being friendly with the customer not only allows you to build rapport and trust,
but it also makes people feel at ease. When the customer feels at ease, they are
able to have confidence in you and are generally more willing to cooperate with
you. This, in turn, allows you to better assist them and resolve their issue fully.

Don’t EVER forget this: There is another human being on the other end of the that
line in need of help. It's your job to care about and help them.

Lesson #3
Setting Expectations

What's The Big Deal With Expectations?

Think of a time when you had an expectation that was not met. How did you feel?
Where did the expectation that you had come from?

Our goal should be to exceed our customer’s expectations. Those expectations could
come from a variety of sources. Generally, we create our own expectations based on
past experiences. For example, if I’ve never called Dell tech support before, but I
have called AT&T’s tech support. Then likely, my expectation is going to be that
I’ll have a similar experience to the other times that I have contacted tech
support of any kind. If that experience before was negative, my assumption might be
that this experience has a good chance of being negative as well.

We see this all the time when analyzing calls. Customers who have never called in
before expressing that they had certain expectations and they were not met. What
can we do then? If you don’t know what the expectation is, how can you know if
you’re meeting it or not? The answer is easy. YOU set their expectation correctly.
And you must do this early and often. We should never stop setting our customers’
expectation.

What Does It Mean To Set Expectations?

Setting Expectations is NOT telling the customer all the things you can't do. We
tend to interpret "Setting Expectations" as telling the customer all of the things
that we can't do for them due to restrictions of policy, entitlement, circumstance,
etc. Instead, we should focus our attention on what we can do for the customer. We
can certainly help them, and our focus should be on those things that we can do.
There are many occasions where the customer will ask for our assistance on
something that is out of scope and we too often tend to immediately state, "We
don't do that.“ Some common examples of this are:
-I have a performance issue - We don't do performance analysis
-I want parts without doing any troubleshooting - We don't send parts without doing
any troubleshooting
-I want a tech sent out to troubleshoot - We don't send OSTs to troubleshoot
-I want an OST to come out and reinstall my OS - OSTs don't do software assistance

Resetting Expectations

If the customer has the wrong expectation coming in, how can we reset the
expectations and preserve the experience? Understanding our customer's expectations
is the first step in avoiding disappointment. Probe for the underlying concern (the
real expectation). To elevate a low expectation, we must consistently exceed the
current expectation.

For example: If the customer is demanding a system exchange to be delivered

tomorrow, what is motivating that demand? Most likely, it is because they cannot
accomplish something that they need to do. Think in terms of what that customer
might be dealing with and how the issues that they've been experiencing may have
led to the demand for a new system. The overwhelming majority of customers are
reasonable people that understand that there are limits to what we can provide
them. When we dig deeper, we are able to uncover the real issue and address it,
giving us a chance to meet or exceed the real expectation.

Remember: The goal is not to avoid the request/demand that they are making, but
rather to avoid the knee-jerk reaction to tell them, "We don't do that."

Out of Scope
One of the most challenging expectations to set is a call where the issue is out of
scope for the customer’s warranty. However, this message can be delivered without
sacrificing the customer experience. As we looked at before, the way to accomplish
this is by focusing on the customer’s options – in other words, what you CAN do for
them

Not Sure Yet

If the customer is experiencing an issue that could possibly be caused by the
operating system or a virus based on the symptoms they are describing. Right at the
start, set the proper expectations.
“Mr. Customer, it sounds like this issue could be caused by a couple of different
things. If it’s the operating system, then we can look at a few different
solutions. If it turns out to be a virus causing the issue, I can help point you in
the right direction for help or offer you a paid option for advanced support. Does
that sound like a plan?”

In-Scope, Non-Viable
What if the issue is not out of scope, yet it can’t be met from the outset. Let's
use the example we mentioned earlier - the customer who wants you to send an Onsite
tech to their site to troubleshoot the issue since the computer has valid Onsite
warranty. Here the issue might be in-scope for technical support but the
expectation of the customer requesting for onsite technician to troubleshoot the
issue is not feasible.
“Mr. Customer, I think if we get a little information about the issue now, we’ll be
able to provide a faster resolution for you. Would you be ok with running a short
diagnostic on the system if I walked you through everything? Another option would
be to let me remote connect to the system and I can run the test for you. Either
way is fine with me.”

Out of Warranty
What if the system is not in warranty at all? Let’s look at an example.
“Mr. Customer, it looks like the warranty on this system expired last month. I can
still help you a couple of different ways. First, we could offer you paid support
for this issue if you would like. The other option would be for you to give me a
brief overview of what’s going on and I can send you some links that could help you
troubleshoot the issue and point you in the right direction. What approach would
you prefer?”

NOTE: People like options because it gives them freedom, choice, and the comfort of
being in control – it includes them in the process. Human beings prefer to be in
control of their circumstances whenever possible. This is especially true when
faced with a challenging situation. We also prefer to have a say in matters that
directly affect us. When we provide options (and subsequent counsel) to our
customers, it empowers them to make the informed decisions regarding their
situation.

Lesson #4
Conclusion

Review
In our discussion of the Call Opening today, we looked at:
The importance of first impressions
You only get one chance to make a first impression. Make it a good one!
How smiling on the phone can help convey confidence and a willingness to help.
How our choice of words is critical to our customer's reception of our message.
How to gather information conversationally
The importance of setting expectations with the customer
Where expectations come from
What setting expectations is and is not
How to reset expectations properly

Customer Expectations
Part 2: Probing

Course Objectives
By the end of this course, you will be able to:
Identify different types of questioning methods.
Apply conversational skills while questioning.
Demonstrate transparency and set expectations before and during troubleshooting.

Before We Start
Overview
Search the meaning of "probe" or "probing," and you will get a lot of results. In a
Services context, it is an attempt to discover information by asking a lot of
questions.

The keys to effective probing are:

=Listening
=Asking the right questions
By listening to your customer, you can envision the situation. Through envisioning,
you can formulate your questions. If your questions are based on the answers
provided by the customer, they will be personalized and not sound scripted.

Questioning: The Right Way

Using conversational skills during questioning will put the customer at ease,
thereby providing accurate and complete information. It also increases the
customer's confidence in you.

Click the text boxes in the image below to learn more about different questioning
methods to proceed to next page.

FUNNEL
OPEN- Always start with open-ended questions about the issue reported. This will
give you all the information you require to take the conversation further.
PROBING- This is the stage of questioning that allows you to dig deeper into the
customer’s answers, thus finding out the reasons and situation behind those
answers.
CLOSE- Asking close-ended questions (which only allow a yes or no answer) allows
you to confirm both the customer’s and your understanding of what has been
discussed.
It will also show the customer that you have been listening!

????
"Explain," "Describe," and "Let me know" are part of open-ended questions.

"You mentioned a driver update. May I know what driver was updated?"
A question based on an answer provided by the customer is a probing question.

Typical example of close-ended question: "Did you install any software recently?"
This type is generally used when all you need to know is "Yes" or "No."

Questioning Skills
Asking the right question at the right time helps to isolate the point of failure
systematically while eliminating assumptions. For instance, it would not make sense
if you asked, "Would you mind describing the issue in detail?" when the customer is
providing you with blue screen error STOP codes.
Look at the examples provided here. These are typical issues reported by customers.
Choose the best possible probing question to continue troubleshooting.

LESSON #2
Setting Expectations

Let the customer know that you have a few questions to ask them in order to better
assess what is happening. Let them know "what is in it for them" to answer the
questions, thereby justifying all questions in advance. This will prepare the
customer for collaborative engagement as well.
It is imperative to set expectations before or during probing since it will better
position you in case the issue is beyond your scope of support, and provide you
with an opportunity to give different options like self-help or paid support if
required.

Question Example 1
What troubleshooting have you already completed?

Question Example 2
When did you first notice the problem?

Question Example 3
Have there been any changes to the system recently?

Bonus
-For issues which may turn out to be Out of Scope for your line of business, you
can start by setting expectations even during Probing. For example:
The issue that you are referring to could be a software issue, however I need to
ask you a few questions to determine it. I will also let you know what options we
have in case it is indeed a software issue. Will that be okay?

It Is Not an Interrogation
Often we tend to ask questions in a way that sounds more interrogative rather than
gathering or collecting information. Use your voice to project professional
confidence, as your customer needs to have confidence in you.

Make sure conversations are natural and not forced. Listen to what your customer
has to say and link the answers into the next question.
Your customer is your single, greatest resource for information about the situation
they are facing.
Provide them ample time to speak so that you have an opportunity to find relevant
information.
Do not just hear what the customer says, but listen attentively and provide verbal
nods to let the customer know that you are listening.

Open the door for the customer to tell you what they know. Occasionally, they might
know something that is important and they do not realize they know it. We have to
be good at pulling out that information.

Lesson #3
Transparency and Inclusion

Transparency
Transparency implies openness in communication. The customer is your partner, and
you need the customer to be involved in every step of the process. Without them,
you do not stand a chance in resolving their issue.
Transparent communication also:
Builds trust.
Avoids surprises.
Results in positive experience.

Inclusion
As your partner, it is the customer's right to know what is going on. Do not make
unilateral decisions for the customer. Also, do not allow events to occur behind
the scenes (issues with parts, dispatching, and so on) without informing them.

The customer should never wonder, "Where are they going with this?"

Example 1
"We have to power cycle the router, which will cause the other computers on the
network to lose internet connectivity for a few minutes. Shall we go ahead with
this, Mr. Customer?"

Example 2
"Mr. Customer, based on the symptoms you described, I think the issue could be a
stick of memory or the slot that the memory sits in. Let's try a couple of things
to confirm if we are on track."

Example 3
Well Mr.Customer, I would need your help in identifying the issue, it might turn
out to be a
Lesson #4
Conclusion

Review
In our discussion of the probing today, we looked at:
Different methods of questioning
Open-ended questions: to initiate a conversation
Probing questions: to link the subsequent question to an answer
Close-ended questions: to get a Yes or No answer
Questioning skills
Asking questions conversationally
Not making it seem like an interrogation
Transparency and inclusion during probing
Set expectations before probing in case it turns out to be out of scope for
your line of business
Remember, it is not "you" alone but "we" in the conversation always

Troubleshooting and Getting Customer Buy-In

By the end of this course, you will be able to:

-Gather information conversationally.
-Include the customer in the troubleshooting by being conversational.
-Set proper expectations with the customer regardless of their warranty status.

Building Rapport with the Customer

Remember that even at the troubleshooting stage of the call, you are still having a
conversation with a person. Far too often, agents at this point in the call devolve
into tyrants, giving orders to the customer one after the other. "I need you to do
this." "Now do this." Do not fall into this trap. Continue being conversational
with the customer.

Buy-In and Cooperation

Did you know that it is not the responsibility of the customer to troubleshoot?
Some agents might think it is, but if you read the contract closely, you will find
that it is actually our responsibility to troubleshoot.
The trick is that we need the customer's buy-in and cooperation in order to perform
our responsibility. So how do we get it? Inclusion. Include the customer in what
you are doing.
The more that we promote an "us and them" mentality, the more the customer will
disengage from you and the more resistant they will be to cooperate.
However, when we include the customer, we are giving them a say. We are keeping
them in the loop. The customer should never be wondering, "Where are they going
with this?" They should be clearly informed every step of the way.

Bad Example
Mrs. Smith, I'm going to need you to power off your system.
-Um, ok. It's powered off.
Now unlug the power cable of the system from the wall.
-Ok, it's unplugged.
Now, press and hold the power button for 30 seconds.
-But it's unplugged. Why would I hold the power button?
I just want to make sure youdon't get shocked.
-Oh, goodness. Ok.

Good Example
By including the customer, we come off as more friendly and will almost always get
more buy-in and more cooperation. Remember, this is their computer having an issue.

Ok, now that we have some good information togo off, I'm thinking that the issue is
either one ofthe memory sticks, or the slot on the motherboardthat the memory plugs
into has gone bad.
-Ok, so how can we find out whatthe problem is?
Well, there is a test we can do to isolate thememory, and that shhould tell us what
we need toknow. It's easy, but will take a few minutes. Wouldyou mind being my
hands while I guide you?
-Sure, no problem.
Awesome! Let's get started. First we need topower off the computer completely and
unplugthe power cable.
-Simple enough. Done.
Great! Now, there will sometimes be some latentpower on the systemboard even after
we unplugthe system. To discharge that, simply press andhold the power button for
about 30 seconds.
-Oh, ok. I didn't know that......It is done.
You are dong a great job! Now, let's remove theside cover from the computer. To do
that, weneed to locate the side that has what looks like acar door handle, and pull
it. It should just pop off
-Yep, I see that, and......Done.

Setting Expectations
Consider the good example you saw; the agent was extremely helpful by explaining
details to the customers and setting expectations about the complexity of
troubleshooting involved. The agent was able to set the right expectation and
provide options to the customer.
We do not want to just jump in to troubleshooting without having a course of action
in mind. We also do not want to give the customer the impression that we are
guessing at the steps we need to take.
When we set the customer's expectations properly, it instills in them a sense of
confidence that we know what we're doing and have the issue under control.

Bad Example
After a few closed-ended questions about the situation…

Restart your computer for me.

-Uhhhh, ok.
When you see the Dell splashscreen, press the F12 key.
-Oops, it already passed.
No problem, madam. Just restart again.
-Ok, and you said the F12key, right?
Yes.
-Ok, I got it and I see a textmenu on the screen.
Arrow down to Diagnostics and press Enter.
-Sure, Done.
....
-It looks like it is running atest of some kind.
It is....
-Ok, I guess I'll wait for this to finish......
Good Example
We need to keep the customer involved in the process and that means both setting
the proper expectations and including them in the process.
After a good conversation about the symptoms the system is showing…

Ok, so based on what we've discussed so far, I'm thinking that we might have a
failed hard drive. We've a quick test that we can run to confirm that for sure
Would you be ok with it if I walked you through it?
-Sure, that's no problem at all.
Great! Now I need to set this up a bit for you because the screens can move a
little fast.
-Ok.
I'm going to have you restart the computer. Now when it starts powering back on,
you will see the Dell logo on the screen for a few seconds. When you see that logo,
start tapping the F12 key on the keyboard, is that ok?
-Sure, sounds simple enough. I'mrestarting now. Ok, I got to a menu
Perfect! First try! This is called the one-time boot menu. We are looking for a
selection that says "Diagnostics". Do you see that?
-Yep....
We'll have to use the arrow keys to get there and then press Enter key.
-Done.
Excellent! This is called the ePSA, the enhanced preboot system assessment. It's
basically a hardware test that resides outside the operating system. That way, we
can test hardware components even if we cannot get into the operating system (like
we're dealing now).
-Cool!!!
The test should only take about 5-10 minutes to run and should return an error code
if it finds a problem. Once you see it testing the hard drive, I'm guessing we'll
see an error.
-Oh, you're right. There it is.Error code 2000-0142....

Maintain Transparency
What if the issue that the customer is describing is not covered under their
service contract?
-If we are unclear on whether it is covered or not before we begin troubleshooting,
tell them.
Example: Mr. Customer, based on what you've told me so far, this issue could
stem from hardware or software. Let's run a couple of tests to confirm or rule out
the hardware since that is covered by the warranty. If it turns out to be software-
related and not covered, then we can advise you from there to find you the help
that you need. Sound like a plan?
-Do not attempt to dodge the fact that the issue may not be covered. Face it. It
will save you trouble in the end.

Ms.Smith, based on what you've told me so far, this issue could stem from hardware
or software. Let's follow a few steps and run diagnostics to confirm or rule out
hardware since it is covered by the warranty
-Ok sure, what shouldI do?
Power on your computer for me, when you see the Dell splash screen press the F12
key.
-Ok, I got it and I see atext menu on the screen.
Arrow down to the Diagnostics and press Enter.
-Sure done.
......
-It looks like it's runninga test of some kind.
Yes, it is.....
-Ok, I guess I'll wait for this to finish.
So, while its running are you able to see the black patch on the screen?
-Yes, all through the process this watery black patch is visible.
So based on what we've discussed so far, it is LCD bleeding. As your system has the
standard warranty only and doesn't include an accidental damagecover, this would
not be covered under warranty.
-Ohh, is it?
Yes, this internal bleeding is caused by an internal crack on the LCD resulting in
black patch. So we'll have to replace LCD as paid service. Is that ok?
-Yes, I understand that will go ahead with it.
Ok Ms.Smith, it looks like we're all set here. You should've an engineer visiting
you with the LCD tomorrow. I'll email you all the details including payment
confirmation you just made. I will follow up with you tomorrow to ensure issue
isfixed. I'm putting together a quick email for you right now so you'll have the
case details and my direct contact information. I will be the case owner, so if
there is any thing that you need, please don't hesitate to reach out to me
directly. Ok, did you get my email?
-Yes....
Perfect! Is there anything else that I could helpyou with today?
-Nope, that's it.
In that case, have a great rest of your day andthank you for calling Dell.
-Thank you.

Respect the Customer's Skill Set

What if the customer already knows how to perform the steps from the examples
before? Then what do we say?
1.That makes it even easier! If the customer is already familiar with some of the
troubleshooting steps or processes, then you have less explaining to do.
2.Obviously, we do not want to explain things to them that they already know. Match
the customer's level of expertise and understanding.
3.A great way to gauge this is by simply asking them.
-Example: "I think the best way to confirm this is by running an ePSA
diagnostic test. Have you ever had a chance to see that?"
-If they have, then see if they remember how to run it. If not, assure them
that you are there to walk them through every step.

Summary
As with every step of the call, the key to success if to talk to the customer like
a human being. Have a conversation with them. Avoid being overly rigid and
scripted.
Professionalism is not about rigidity; it is about being knowledgeable and an
expert in your field. When you talk to your customer in a relaxed, conversational
way, they perceive you as a confident expert. (Here's a tip: This works even if you
are new and maybe not quite an expert yet.)

Customer Expectations
Course Objectives

By the end of this course, you will be able to:

-Describe a proper closing of a tech support call.
-Set proper expectations with the customer about follow-up and dispatch status
after troubleshooting.
-Gather and provide information conversationally.

Plan of Action
When closing the call, make sure that you have a clear Plan of Action (POA) for the
next steps. Log this in your notes!
-If the customer calls back into the queue, you want the next agent to know what
steps are next so that they do not ask the customer to repeat steps.
-If you own the case, failing to record the POA will only hurt you.

Then communicate that plan to the customer. Depending on what the next steps are,
this may be as simple as, "I'll check in with you tomorrow." It could be as
detailed as, "Here are the steps to follow for xyz process…"

Either way, this needs to be clearly outlined in your notes and clearly
communicated to the customer.

Based on the call type

Below are few of things that you need to consider while closing the call.
Soft Call :
-Soft call is the one which results in a non-dispatch. If the issue is resolved on
the call and there is no need for a hardware replacement then it is called a "Soft
call".
-Soft calls tend to have more elaborate POAs than hardware calls because they often
have multiple steps that the customer has to perform or they are intermittent.
-In your case notes, you need to be very detailed about what steps you are going to
perform and what steps the customer is going to perform. That way, if they call
back in, any agent can review the case notes and see what you were planning.

Dispatch
-Often, the POA here will simply be setting expectations for when to expect parts
or service.
-In your notes, you should still outline what you are going to do next in the case.
For example: "Following up tomorrow morning to send customer tracking
information and then again after delivery to ensure hard drive resolves the issue."

Customer Expectation
It is also important that you set the proper expectations with the customer
regarding follow-up. They need to know when and how you will be following up with
them.
For example:

OK, Ms.Customer, it looks like we are set here. You should receive that hard drive
tomorrow. I will email you in the morning with the tracking information and then
check in once it is delivered to ensure that fixed the issue for us. I'm putting
together a quick email for you right now with your case details and my direct
contact information. I will be your case owner, so if there is anything you need,
please do not hesitate to reach out to me directly. Did you get my email?
-Yes...
Perfect. Is there anything else that I could help you with today?
-Nope, that's it.
In that case, have a great rest of your day andthank you for calling Dell.
-Thank you.

Service Delivery Expectation

In addition to setting expectations about the POA and your follow-up with the
customer, you also need to set expectations with them regarding how the dispatch
will flow. This will depend on the type of dispatch it is. Again, the key here is
to walk them through the process step by step.

Be cautious not to set the wrong expectation with the customer.

For instance, do not set an expectation that you will be able to do a swap or a
Whole Unit Dispatch (WUD) when have not yet gotten approval for this from an L2.

Click the tabs below to learn more about some common examples. For regional-
specific policy and procedures, refer to Oracle Knowledge Base.
1.Carry In Service
I see you are entitled to Carry-in service, so I will create the authorization
dispatch in order to ensure your system is accepted at the repair center. Today is
(1st of July), you will have until 6th of July to take the system to your nearest
service center. In the event the system is not taken by that time, the dispatch
will be cancelled and a new dispatch authorization will be required. The carry-in
service dispatch I have created for you will take effect from the date you take the
system to the service center and will be subject to parts availability.
Mail-In Service

2.Mail-In Service
I see this computer has a hardware fault and you are entitled to Mail-In Service,
so I will create a dispatch to resolve this issue. The Depot will diagnose the
issue and may replace parts as required to resolve it. Typically it takes 7-12
business days. However, if there is any delay due to any reason, we will notify
you.
-Box shipped by Dell: A box to ship the system back will be delivered at your
address within the next 2–3 business days. Please use the box to ship the system
back to us at the earliest to enable quick service of your product.
-Box arranged by the customer: You will receive 2 emails that will include shipping
instructions and next steps. First e-mail will include shipping instructions while
second has a link to a prepaid shipping label that you can use to ship the system
to Dell for repair.
Please use the box the system originally came in, or arrange for a suitable box to
ship the system back to us at the earliest to enable quick service of your product.

3.Collect And Return

I see this computer has a hardware fault and you are entitled to Depot Service, so
I will create a dispatch to resolve this issue. The Depot will diagnose the issue
and may replace parts as required to resolve it. Typically it takes 7-12 business
days. However, if there is any delay due to any reason, we will notify you.
And, if the courier is unable to reach you on the day of service, service will be
postponed until a later day. Should you remain unavailable, the original dispatch
may result in cancellation and a new dispatch will have to be created. To avoid
unnecessary delays, please have your phone with you at all times so that our
courier is able to reach you if necessary.
-Box shipped by Dell: A courier will arrive with the appropriate box, please be
prepared to have your system ready to be handed over to the collection
representative.
-Box arranged by the customer: In preparation for the service, please have the
system packed safely in the box it came in or arrange a suitably sized box and hand
it over to the collection representative.

4.Onsite Service
I see this computer is entitled to Onsite Service, so I will create an onsite
dispatch for the replacement of the faulty part. The part will be shipped to the
technician, and he will call you once he picks up the part to confirm an
appointment for part replacement. Post that the onsite technician will come to your
place and replace the required part. The replaced part may need to be returned to
Dell.

For regional specific information, refer to OKB articles PNP19052 - Closing Scripts
for On Site Dispatch Calls and PNP16340 - Setting Expectations for Service and
Support.

Along with the information you provide depending on the type of warranty and the
service required, you also need to add the expectations listed in the tabs below as
per the situation.
1.Parts Delay
According to my system, there should be no delays for the faulty part, but in the
event parts do not get delivered on time, or if the faulty part goes into backlog,
the resolution time may be extended. Should this be the case, you will be notified
as soon as possible.
2.Data Loss
If we need to perform a hard drive replacement, the repair of your system may
result in the loss of any user-generated data. You must make a copy of your data
prior to taking/sending the system to the service center.
And we also recommend you to remove all sensitive/private data stored on the
system, as well as disabling any BIOS or Operating System pass codes before
taking/sending the system to Dell service center.
3.Customer-Induced Damage
If the issue is caused due to damage, or if a damage is identified during the
repairs, then a cost may be incurred by you for part replacement since customer
induced damage is not covered by the limited warranty of your computer.

• Set expectations about service timeline considering weekends, public holidays,

local country cut-off time, inclement weather, and other situations beyond Dell's
control.
• Advise not to send peripherals like mouse, speaker, USB flash drive, or CDs/DVDs
when taking/sending system to the service center(Does not apply for on-site
service).

Key Points

Now that you have completed this module, you should be able to:
-Close a call appropriately
-Set proper expectations when dispatching a part to the customer and for further
follow ups.
-Gather and provide information conversationally.

Key points to remember by the end of all the modules in Customer Expectation

-You are talking to a human being in need of help; treat them as such. Do not treat
the customer like a number or a problem. Make all interactions with the customer as
relaxed and conversational as possible.
-Include the customer in everything you are doing—you are in this together. The
more you can include the customer, the better the call (and subsequent case) will
go.
-Set expectations early and often. This does not mean telling the customer all the
things that you cannot do to help them. Rather, it means telling them what types of
things you can do for them and communicating what they should look for next.