EMPATHY:

I apologize that you are experiencing this issue.

I understand the inconvenience that this issue has caused you.

I can picture what you are saying and believe me if ill be in your situation i'd
feel the same way.

Theres nothing more difficult that to have certain issues on the phone that you
are using everyday, be it for business or personal, i understand how you feel.

I definetely feel the impact that issue has cause you and to your business/work.

Definetely you'd feel the impact that this issue has caused you and to your busi
ness/work.

Definetely you'd feel this way. I can feel the frustration that the issue has ca
used you. Theres nothing more difficult than to have a non working cellphone esp
ecially if its the only means of communication that you have. I understand how
you feel.

Im disappointed to hear that you had those difficulties on your samsung cellphon
e. I apologize that it gives you a bad experience.

I agree that was a very difficult situation to be into. I apologize that someth
ing went wrong with your samsung cellphone.

I agree, situation like this is a waste of time and money. I apologize that you
had a very difficult experience.

I'll feel upset and frustrated if ill have the same experience. I completely un
derstand.
 +++++++++++++++++++++++++++++++++++++++++++++++++++

REASSURANCE STATEMENT:

Rest assured that im here to listen and help you.

Let me be the one to fix the issue for you.
Let me do something about it.
I dont know what really happened here, but let me find out and help you solve th
is issue.
Just give me a chance to troubleshoot your phone and find the right resolutions
for this issue.
I'll use all my resources and knowledge to fix this issue.
Definetely i will help you resolve the issue.
Let me find out what really happened and ill give solutions to this issue.
Let me give you a hand and help you with your concern.
I will not waste anymore of your time ____ let me do soemthing about it.

What im going to do to resolve this issue is ______

The best way to handle your concern is _______
Im familiar with your concern ____ let me take it from here.
Just give me 10% of your trust and confidence and let me earn the rest.
This is an issue im familiar with so rest assured ill be the one to help you .
I'll look for all the options that we have to resolve the issue.

EXAMPLE:

"i NEED TO HAVE MY PHONE UNLOCKED PLEASE "

> I understand ( customer name ) and thank you for your inquiry. I truly would l
ike to assist you with this concern, and am more than happy to resolve this issu
e for you. However, we just need the 8 digit NCK code to do this. Please call yo
ur SP and ask for this so that we can unlock your phone right away.

" I'VE BEEN TOLD BY MY SERVICE PROVIDER TO CALL YOU GUYS ABOUT THIS NCK THING. W
HAT GIVE?"
> I understand your concern and thank you for your
e have all the tools and resources to unblock your
olved once and for all. All we need is the 8-digit
you. Please call your SP and ask them for this so
right away.
inquiry, ( customer name ). W
phone and have this issue res
NCK code to get this done for
that we can unlock your phone

"IM HAVING TROUBLE SENDING AND RECEIVING MMS WITH MY PHONE, AS WELL AS GPRS. ISN
'T MY PHONE CAPABLE OF DOING THESE?"
> Thank you for your inquiry. Yes ( customer name ), your phone is indeed capabl
e of sending a receiving Multimedia messages. However you need to contact your s
ervice provider since their terms and conditions apply regarding this feature. P
lease contact your service provider about this concern.

"MY PHONE'S MANUEL/BOX SAYS THAT THIS PHONE CAN ACCESS THE INTERNET, YET WHY AM
I BLOCKED/ NOT ABLE TO DO SO?"
> "Thank you for your inquiry. Yes ( customer name ) your phone is indeed capabl
e of accessing the internet. This is however, dependent on whether your service
provider support or permits you to use this feature, since terms and conditions
may apply. What you need to do to resolve this issue is to contact your CURRENT
SP to have your phone internet restrictions and settings configured manually"

"USING MY PHONE, HOW COME I CAN ACCESS SOME WEBSITES ON THE INTERNET, BUT NOT WI
TH OTHERS? WHAT GIVES? IS IT MY PHONE"
> Thank you for your inquiry. Yes ( customer name ), your phone is capable of ac
cessing/browsing the internet. There are websites, however, that are not yet con
figured for mobile phone access, or do not allow this at all for obvious securit
y reasons, especially where your personal information is involved. There are the
websites that you would be unable to access or browse using your phone.

LONG WAIT ON THE QUEUE:

> "I understand why you're disappointed right now Customer s Name. Believe me if I
'll be needing help/support and I d still have to wait on the queue just to get in
touch with someone I'd feel even worst. The reason for that Customer s Name is WE
just want to make sure that we resolve every issue that we have every day and o
ur goal is to make sure that our customers will no longer need to call us back w
ith the same issue. So Customer s Name, we have you right now and I'll not waste a
nymore of your time so tell me how can I help you?

REPAIR NON-US HANDSETS

> Yes Customer s Name, we support Cell phones although right now you are in US han
dsets support department. But no need to worry I can give you a contact number o
r even website that supports the model of your phone. (Samsung.com/__) I underst
and your frustration. There's a serial number on your phone that serves as a man
ufacture ID. That's the information that I'll be needing to create a profile and
to trouble shoot your phone. And since your phone was not manufactured in the U
S my system will not accept it. That's the reason why I need to give you (anothe
r number / a website of the department that will help you). Just give me a few m
inutes I'll pull it up okay?

FEATURES NOT ON THE PHONE:

> I can picture what you are trying to tell me Customer s Name. That feature would
have made your phone really great. We have different models with different use.
Some are for personal and some are for business type of consumers. Different mo
del will have different features. Your phone is a good phone and it has features
that other phones don't have. It's just that for the feature that you want to h
ave can't be supported by your phone.... Customer s Name, feedback like this is re
ally important and we really value it. This will help us improve our products an
d services. That's why I'll address this concern to my manager. Anyways any upda
tes with this model will be posted on our website or even on your Service Provid
er's website. That s what we can do as of now. I'm sorry that I didn't give you th
e resolution that you were expecting. But rest assured your voice will be heard
by the upper managers so that they can address this to the right people.

I WANT TO TALK TO YOUR MANAGER: No profile

> Of course I can help you on that. Can I have your name please? ...I'll create
a ticket so I can properly transfer your call to them. I need some information
from you Customer s Name since they'll be requiring a ticket number before I can t
ransfer the call. I hope that s okay with you? Customer s Name, I ll be happy to transf
er your call to my manager. I don't like wasting time, that's the reason why I'd
like to do it correctly and properly. So when I transfer your call they don't n
eed to ask you for the information that I'll be asking you now. Is it okay with
you?
THE OTHER AGENT HANG UP ON ME:

> I'm sorry about that. I hope you don't mind if I'll get your contact number so
I can call you just in case the line gets cut.
""I understand why you are disappointed right now Customer s Name. I will check th
e history of your call and maybe I can pull up a name so I can report it to our
manager. That was unacceptable and I'll address your concern as soon as possible
.

" Why five to ten business days for the turnaround time? Can t this be faster
> (Customer s name), I know you want to have your phone back right away, but the tu
rnaround time is five to ten business days the moment we receive it because we h
ave an All or Nothing Policy . This means that when you send your phone to us for
service, all its issues will be resolved and all other parts and components will
also be fully tested and diagnosed by certified Samsung technicians for any pot
ential issues that may arise as well. Your phone will be almost as good as new
once you get it back from our Repair Center."