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--- qa:overview [2024/09/14 16:56]
47.128.110.74 old revision restored (2020/03/13 20:05)
+++ qa:overview [2025/07/04 06:23] (current)
216.73.217.3 old revision restored (2025/06/25 10:00)
@@ Line 11: / Line 11: @@
 **Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?//
-  * **Confirm Identity** - Name and billing address must be confirmed.
+  * **Confirm Identity** - At least 2 personal details must be confirmed.
-  * **Recap & Close** - The agent must end the call by re-stating how they resolved the issue and asking if they can help any further. For example:
+  * **Closing** - The agent must end the call by asking if they can help any further. For example:
-**Talk Track:** //I have cancelled your subscription and you will not incur any further charges. Is there anything else I can assist you with? Have a nice day, goodbye.//
+**Talk Track:** //Is there anything else I can assist you with? Have a nice day, goodbye.//
 ===== Processes =====
-  * **Refund** - If a refund was discussed, it must follow [[tips:refunds|our policy]].
+  * **Refund** - If a refund was given, it must follow [[tips:refunds|our policy]].
   * **RMA** - If an [[howto:rma|RMA]] was generated, the agent must recommend getting a tracking number and provide the address and RMA number.  If the product is unopened and being sent for a refund, the $9 restocking fee must be explained.
   * **Call Back** - Our [[general:managing_call_backs|callback process]] must be followed. The agent must provide an ETA for hearing back and stick to it.

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