DON’T FORGET TO SMILE, THEY CAN HEAR IT IN YOUR VOICE!

Continue:

”Thank you for calling customer tech support I hope we were able to solve your problem today, please feel free to fill out the customer experience survey that will be emailed to you.”
– The email associated with your account
– A brief description of the issue
– The device and operating system you're using (if applicable)

(Customer provides info)

Thank you, [Customer Name]. Let me take a moment to pull up your information and review the issue.

Tips for Trainees:

• Stay friendly and calm, even if the customer is frustrated.

• Confirm you’re actively listening: “Got it,” “Thanks for sharing that,” etc.

• Avoid assumptions; ask clarifying questions if needed.

Troubleshooting and Escalation

Scenario: Device/Software Malfunction

I understand that [summarize issue briefly]. Let's try a few quick steps to troubleshoot this together.

Common Steps Example (for app not opening):

1. "Can you please try force closing the app and reopening it?"

2. "If that doesn't work, try restarting your device."

3. "Still seeing the issue? Let’s try clearing the app cache or reinstalling it."

Let me know once you've tried those steps and what you’re seeing.

(Customer updates)

If Resolved:

Great! I’m so glad that fixed it. Is there anything else I can assist you with today?

If Unresolved:

Thanks for trying those steps. Since the issue persists, I'm going to escalate this to our Tier 2 Support team. They'll have access to more advanced tools and can get this resolved quickly.

I’ll need to create a ticket for you. Please allow me a moment to do that.

(Create ticket with customer details)

Your ticket number is [#123456]. A specialist will reach out within [X hours] via [email or phone]. Is there a preferred contact method you'd like us to use?

Greeting and Information Gathering

Scenario: Initial Contact

Support Rep Script:

Hi! Thank you for contacting [Your Company] Support. My name is [Rep Name]. How can I assist you today?

(Wait for the customer to describe the issue)

I'm happy to help with that. Just to get started, may I please have the following information?
– Your full name
– The email associated with your account
– A brief description of the issue
– The device and operating system you're using (if applicable)

(Customer provides info)

Thank you, [Customer Name]. Let me take a moment to pull up your information and review the issue.

Tips for Trainees:

• Stay friendly and calm, even if the customer is frustrated.

• Confirm you’re actively listening: “Got it,” “Thanks for sharing that,” etc.

• Avoid assumptions; ask clarifying questions if needed.

Troubleshooting and Escalation

Scenario: Device/Software Malfunction

I understand that [summarize issue briefly]. Let's try a few quick steps to troubleshoot this together.

Common Steps Example (for app not opening):

1. "Can you please try force closing the app and reopening it?"

2. "If that doesn't work, try restarting your device."

3. "Still seeing the issue? Let’s try clearing the app cache or reinstalling it."

Let me know once you've tried those steps and what you’re seeing.

(Customer updates)

If Resolved:

Great! I’m so glad that fixed it. Is there anything else I can assist you with today?

If Unresolved:

Thanks for trying those steps. Since the issue persists, I'm going to escalate this to our Tier 2 Support team. They'll have access to more advanced tools and can get this resolved quickly.

I’ll need to create a ticket for you. Please allow me a moment to do that.

(Create ticket with customer details)

Your ticket number is [#123456]. A specialist will reach out within [X hours] via [email or phone]. Is there a preferred contact method you'd like us to use?

Site Navigation

Link Font – Control the font options for the main navigation links.

Link Color – Set the color of the main navigation links.

Link Active Color – Set the color for the active page in the main navigation

Always Use Overlay Nav – Always use the overlay style navigation.

Index Scroll Nav – Turn the on-page navigation for a homepage Index collection on or off.

Page Banner

Overlay Color – Set the color & opacity of the color over the banner image.

Padding – Control the top & bottom padding in the banner area.

Page Title Font – Control the font options for the page title.

Title Font Color – Set the color for the page title.

Page Description Font – Control the font options for the page description.

Description Font Color – Set the color for the page description.

Main Content

Background Color – Set the background color for the main content area.

Text Font – Control the font options for the body font.

Text Color – Set the color for the body font.

Link Color – Set the color of links in the main content area.

Meta Font – Control the font options for the meta info font.

Meta Color – Set the color for the meta info font.

Heading 1/2/3 Font – Control the font options for the 3 levels of headings. 

Heading 1/2/3 Color –  Set the colors for the 3 levels of headings.

Quote Font – Control the font options for the quote block.

Quote Color – Set the color for the text in the quote block.

Index

Alternating Background Color – Set the alternate background color for sections in an index collection.

Large/Medium/Small Button Color – Set the background color for the 3 sizes of buttons when they're over an image on an index collection.

Large/Medium/Small Button Text Color – Set the text color for the 3 sizes of buttons when they're over an image on and index collection.

Index Overlay

Color – Set the color and opacity of the overlay color on index collections.

Padding – Control the top & bottom padding on overlay sections in index collections.

Text Color – Set the text color on overlays in index collections.

Link Color – Set the link color on overlays in index collections.

Heading 1/2/3 Size – Set the font size for the 3 levels of headings on overlays in index collections.

Heading 1/2/3 Color – Set the colors for the 3 levels of headings on overlays in index collections.

Quote Size – Set the size of quote block text on overlays in index collections.

Quote Color – Set the text color for quote blocks on overlays in index collections.

Index Gallery

Design – Choose Grid or Slideshow for index galleries.

Grid Aspect Ratio – Choose the aspect ratio of the thumbnails in grid style index galleries.

Grid Max Columns – Set the max number of columns in grid style index galleries.

Slideshow Aspect Ratio – Set the aspect ratio of the images in slideshow style index galleries.

Slideshow Transition – Set the transition between images in slideshow style index galleries.

Gallery Overlay Color – Set the color & opacity of the overlay on index galleries.

Gallery Title Font – Control the font options for the image title.

Gallery Title Color – Set the color for the image title.

Gallery Description Font – Control the font options for the image description text.

Gallery Description Color – Set the color for the image description text.

Gallery Controls – Choose the style of controls for the index galleries.

Gallery Controls Color – Set the color for the controls on index galleries.

Gallery Overlay Toggle – Enable/disable the toggle for the overlay color and text on images on index galleries.

Blog

Meta Priority – Choose what meta info has priority on blog posts.

Hide Entry Author – Hide the author's name on blog posts.

Hide List Entry Footer – Hide the share icons, categories, tags, & comments link in the blog list view.

Summary Block

Summary Block styles unique to this template

Title Font – Control the font options for the summary block item titles.

Title Color – Set the color for the summary block item titles.

Overlay Title Color – Set the color for summary block item titles that appear over images.

Pre Footer

Content – Choose what to display in the pre footer area.

Background Color – Set the background color for the pre footer area.

Heading Color – Set the color for the headings in the pre footer area.

Text Color – Set the color for the text in the pre footer area.

Footer

Background Color – Set the background color of the footer area.

Heading Color – Set the color for headings in the footer area.

Text Color – Set the color for text in the footer area.

Text Size – Set the size of the text in the footer area, as a percentage of the regular font size.

Nav Font – Control the font options for the secondary navigation.

Nav Color – Set the color for links in the secondary navigation.

Nav Active Color – Set the active link color in the secondary navigation.

Hide Site Info – Hide the site info/address in the footer.

Site Info Font – Control the font options for the site info/address in the footer.

Site Info Color – Set the color for the site info/address in the footer.

Products

Product styles unique to this template

Hide Product Category Nav – Hide the product category navigation.

Category Nav Title Font – Control the font options for title of the product category navigation.

Category Nav Title Color – Set the color for title of the product category navigation.

Category Nav Link Font – Control the font options for the product category navigation.

Category Nav Link Color – Set the color of the links in the product category navigation.

Category Nav Link (Active) – Set the color of the active category.