Discover Stage
Discover Stage
The "Discover" stage of a call is typically the first stage in a customer service call, where the focus is on gathering information about the customer and their needs. During this stage, the primary goal is to learn as much as possible about the customer and their situation in order to determine the best course of action or next steps.
Guided Questions
Guided questions are questions that are designed to help someone explore a topic or issue in a structured and focused way.
To ensure you are getting credit for asking guided questions, NRTC is looking for you to say the following on the call.
This tool
Run test ~m>3
Run tests ~m>3
Access
Tried
Attempted
Account name ~m>4
Name account ~m>4
Service address
Address account ~m>4
Account address ~m>4
What issue ~m>4
Make model ~m>4
Bad weather
Best number reach ~m>4
Brand name
Best number ~m>3
Confirm address ~m>4
Address verification ~m>3
Address verify ~m>5
Verify address ~m>5
How long experiencing ~m>5
Are you able
You verify ~m>3
Reason for call ~m>3
Reason for calling ~m>3
For verification
How's it looking
Where's it
Where is it
Do you
Troubleshooting
Troubleshooting is a process of identifying and resolving problems or issues with a system, product, or service.
To ensure you are getting credit for troubleshooting, NRTC is looking for you to say the following during the call.
Bill pay ~m>4
Pay bill ~m>4
Billing issue ~m>4
Billing office ~m>4
Customer service ~s>20
Suspended
Online light
Ethernet
Device online ~t
Device offline ~t
Restart*
Reboot*
Unplug*
Turn off ~m>4
Power cycled
Plug back ~m>3
Remove power ~m>3
Power cycling
Plugged in ~m>3
Plugged into ~m>3
Re boot
Re booted
Re booting
Power 30 seconds ~t
Power cable
HDMI cable
Plugged in
Plug in ~m>3
Error message
Error messages
Network name
Channel name
Power button
TV button