OPENING
-Thankyou for calling vivint. My name is xxxx your
smarthome specialist.
May I have your  name please
C:
-Thank you __________ How may I heLp you
today?
C:
So if I got your concern correctly (Parahrase)
AAA
Ex. Oh that must be really frustrating (paraphrase)
    Do not worry I am here to help you, and I
appreciate your time for this matter
 
Ex. Thanks for bringing this matter to our attention
    We gotta make it right and I am here to help you
  
ACCOUNT LOOK UP
Let me start by pulling up your account from my
end
Ask - Verbal P.
            If wrong remind Unli & Hint (Word/Num)
If cannot find acc ask House# & Zip Code
READ Service address – To verify
DISCOVERY
-Probe (ASK if @ HOME)
- Check resources
SET AGENDA
 Action: Walk you through/ Step by step process
 Expected Resolution: Ex. Retrieve pin
 Reason of expected reso: (result)
 Time frame: 5-15 min
 Verbal agreement:
IF TRANSFER
Ok so I’m gonna connect you to a colleague of mine
who handles _________process. Is it alright for you to
wait for about 2-3mins - Thanks for staying on the line
IF UNSURE
 I'll review first your account to provide the
 best resolution for your concern. This may take
 1-2mins, While doing this I'll put the call on hold
 for a Min or two okay
TROUBLESHOOTING (Caregenie)
REFERRAL
 I wanna Introduce you to our referral program.
Where in im gonna be sending you a code and you
can send it to your family, friends or anyone you
know. Each successful referral is equal to 200$
credit which you can use on your monthly bill, if you
think about it 3 successful referrals is equal to a
year of free vivint service. Take note that the code
is only valid for 10 days. So is your number ending
with ____ a good number to send it to
Recap/Closing
Is there anything else I can help you with today?
Thanks for letting me help you by simply_____.
Once again my name is xxxx
and have a great day.
CODE RED
"Due to the nature of your situation, I want to make
sure it gets handled promptly and properly. I'm going to
escalate your call to make sure that your concerns are
addressed appropriately."
FOR ELDERLY/HANDICAPPED CUSTOMERS
Ask if there's a way a family member or a neighbor can
assist them in trying to troubleshoot with you. Then
insert the de-escalation. If a tech is REALLY needed,
have your SME's or supervisor open a work order.
CUSTOMER GIVES UP IN THE MIDDLE OF
TROUBLESHOOTING
(genuine AAA and rephrase is really important/ as well
as how you say it.) I can feel that you're already tired at
this point but you've been doing a great job. we're
almost done here and with just a few more steps, we're
about to fix the issue already. I would really hate to stop
midway and wait for the technician when we're just a
few steps away from (fixing the issue).
AAA TO CONVINCE FOR TROUBLESHOOTING
I understand you are having some issues with your
system. I would want my system up and running in the
fastest way possible. If you troubleshoot with me, I can
save you the time waiting for a technician. If I can't get
your system working over the phone today, I will gladly
schedule a technician to come to your home for free.
I understand that you'd like a technician for this and I'm
with you on that. I just want to ask you several
questions to check on what's really wrong with the
device so if we do need a technician on this, we can
send you the right one. (this works for me most of the
time and the customer won't even notice we're actually
already troubleshooting) > proceed to TS flow"
WARM TRANSFER
Hi, my name is XXXX from the Technical Support
Department with the Badge ID number 9017866. I am
working on (Case/Service Number), account is verified
with the verbal passcode ______ and service address.
The customer on the other line (issue). Let me know
when you're ready so I can transfer the call.

Ghost Spiel
Due to a lack of response, at this time I will be
disconnecting the cal. If this is an Emergency,
please hang up and dial 911. If this is not an
emergency and you still wish to speak with us,
please call back by dialing 800-216-5232. I am
disconnecting the call at this time. Thank you for
calling Vivint, Goodbye.
Outbound Call
This is XXXX from vivint tech support. I am calling
from a recorded Line and this is a non emergency
phone call (Purpose)