CHAT TRANSCRIPT 1

cathey thank you for calling AVC telecommunication system.

My name is Cathy. may I've your phone or account number please?

Ms Roj: ah. I'm sorry can you please repeat yourself?

Cathy: well, I'm sorry for that! Can you hear me now?

Ms Roj:yes!

Cathy:I was asking you about your phone or account number.

Ms Roj: Well before I give you my account information. I just want to let you know.

that i'm really pissed off I can't access my email for almost a week now. I'm paying you guys lots of money and then you can't even provide a decent service.whats wrong with you people? your service sucks!

Cathy: Oh! I'm really sorry for inconvenience.

I would probably feel the same way if I'm in your situation. But don't worry.I promised you that we'll get your issue resolved. let me get first your account number so we could check your account. Would that be okay?

Ms Roj: Sure! My account number is 860-995-1234.

Cathy:Got it! May I please verify the name on the account?

Ms Roj: It's Roj. It's Roj Smith!

Ms Roj: I'm the account holder.

Cathy: Can we call you back at the same number or do you've a better call back number.

Ms Roj: Uh, I'm sorry I'm having a hard time hearing you can you please repeat yourself again?

Cathy: Okay, Sure! I was just asking you if can we call you back at same number you gave me or if you could have a better call back number?

Ms Roj: Yes, that's a good call back number.

Cathy: Okay! Based on our test results, it shows here that you are not getting any DSL signal that's why you can't get online or check your mail.

Ms Cathy: We can actually fix this problem over the phone but, I'll need to walk you through on some steps. Would that be okay?

Mr Roj: I've gone through the steps, believe me I've checked everything before calling you.

Cathy: Oh!Oh!Oh! That's good then.but can you atleast check for me which light are lit up your modem?

Ms Roj: Okay! Fine. I've the power and ethernet light seen on my modem but the third light is flashing Red. Which is the DSL light? Are you happy now?

Cathy: Thank you for you patience Ma'am. As you could notice, the DSL light is flashing red on your modem. That means that you're not

getting any DSL Signal. The good thing is based on our initial test results here, we don't have any network problem or outages in your area. That means we might be able to fix this problem over the phone.

Ms Roj: Well thats good then. I'll be a happy camper.

Cathy: You might have already checked on it but since we don't have DSL light flashing red on your modem. It's telling you right away that there could be something wrong.

In your DSL line. If the Grey phone cord at the back part of the modem.

Ms Roj: It's right behind my desk. Do you want me to crawl down on the floor again?

Cathy: Well, if I sent someone out and they

will found out that there's just a lose phone cord then, you'll get charged for the dispatched. So we want to resolved the problem over the phone so we could avoid this fat charges. It would also save your time, that's all we need to check.

Ms Roj: Okay! But this is the last time that I'll do. Don't hang up!

Cathy: Okay! Don't worry Ma'am I won't hang up on you.

Ms Roj: Oh my Goodness! The Gray phonecord was just lose. Let me plugged that in. Oh my, There is now a steady green light in the DSL light in the modem.

Ms Roj: Let me just try now the Internet!

Cathy: Wow! that's good to know Ms, Smith.

Let's just see if you can now get online before we hang up. could you try one or two websites?

Ms Roj: Wait a minute.

Cathy! you are a miracle worker! Thank you so much. It got me now in my new home page and email.

Cathy: No! you did a great job! I was just giving you the steps. you did the great job today Ma'am. But do you've any more question or more concerns?

Ms Roj: No, I feel so stupid for calling you about this. but I surely appreciate your time and patience.

Cathy: You are so welcome! We are open 24/7 just in case that you will need our help again. And again my name is Cathey we do value your business and thank you so much for

choosing AVC Telecommunication System. Have a  blessed day! Goodbye!