Questions for issue call

What information you should get from the customer?

First!!! Introduction:"Name, Department, assistance offer?"

1. What kind of issue/problem does the customer have?

2. How long does the issue exist?

3. What customer's US number, location(Country, City), local carrier(Roaming partner), device model?

4. What troubleshooting steps have been done?

5. Ask the customer to provide preferred contact(direct call, SMS, Messanger)

6. If the customer is ready to make troubleshooting steps, go to link: http:

7. Make a future contract(next call, msg, e-mail)

For example:

- Hi!

-Hello! My name is Oleg, I'm from Pond Mobile technical support service. How can I help you?

- I have Bad Data! Please help.

- How long....