Hello, my name is [employee], your [Internet Provider] TV and entertainment specialist. How may I assist you today?
[employee]: at 18:15:53
Hello and
welcome to [Internet Provider]! How may I assist you?
Andy: at
18:15:51
Good
evening. I'm here at my parent's house and wanted to check what level of
internet service they're getting.
[employee]: at 18:16:34
Sure! Can I have the account number please?
Andy: at
18:17:39
I'm looking
for it. Where would I find it on their bill?
[employee]: at 18:18:12
It should be
located in the top corner of the bill.
Andy: at
18:19:29
[account number]
[employee]: at 18:20:29
Thanks! To verify the account, could I please have
your full home address?
Andy: at
18:20:35
[parents' address]
[employee]: at 18:21:10
Perfect! Can I also get your first and last name?
Andy: at
18:21:34
The name on
the account is [father's name]
[employee]: at 18:22:15
Can I have
your first and last name please?
Andy: at
18:22:29
I'm Andy [last name]; [father]'s eldest son.
[employee]: at 18:23:44
I do
apologize Andy, but I do not see your name listed on the account therefore I
cannot give you any information on the account.
Andy: at
18:24:35
I see. So
you're not able to tell me which internet speed level they're enrolled in.
[employee]: at 18:25:18
I do
apologize but I am not able to give you any information regarding this account.
Andy: at
18:25:58
Ok. Can you
provide general information, such as what speed levels are even available in
this part of [city]? That shouldn't
be personal account information.
[employee]: at 18:27:19
Sure! I will first need a full home address to see
what speeds are available in your area?
Andy: at
18:27:39
[parents' address]
[employee]: at 18:28:13
one moment
please.
[employee]: at 18:31:44
I do
apologize, but since this address is listed on the account I will not be able
to give you the speeds available at this address. Your father can chat back in to get
information on this account.
[employee]: at 18:31:54
Is there
anything else I can assist you with today?(You have yet to assist me. I believe "else" might be overstating it.)
Andy: at
18:32:16
Can you
check speeds "in this general area". I'm just wondering if you even offer
the 40 Mbps package.
[employee]: at 18:33:06
I would have
to have a particular address to look up that information for you.
Andy: at
18:33:49
Ok. Hang on.
I'll see if I can see one of the neighbor's addresses... hopefully they're not
already customers.(I wouldn't want to trouble you... at your computer terminal... Please allow me to physically go outside and find some house numbers.)
Andy: at
18:35:24
[neighbor's address]
Andy: at
18:36:00
This is a
townhouse development, so you can also try: 11674, 11675, 11676, or 11677
Andy: at
18:36:25
(Those are
the ones I could easily see from the driveway. I can get you other numbers if
those are all existing customers.)
[employee]: at 18:37:24
Thanks
Andy! One moment while I look up these
addresses for you!
[employee]: at 18:37:57
Can I have
the zip code please?(It's the same zip code as my parents' zip code. I know you know my parents' address because you're looking at the information you cannot tell me.)
Andy: at
18:38:20
[zip code]
[employee]: at 18:39:19
Up to 40mpbs
is available to the address. Is there
anything else I can assist you with today?
Andy: at
18:40:17
If my
parents did not have the 40 Mbps package, would there be any hardware changes
required to upgrade them? (or to switch to any of the levels from whatever
they're at.)
Andy: at
18:40:47
By which, I
mean, generally speaking, is it something that could be done over the
phone/online, or would a technician be involved.
[employee]: at 18:41:00
I do
apologize but I cannot give you any information regarding your parents account.(Really? That's news to me. Why haven't you mentioned that before?)
Andy: at
18:40:59
Not
necessarily at this address, just in general.
Andy: at
18:42:39
If "any
customer" at "any nonspecific address" alters their Mbps
package, would that require a technician to visit? (I'm just asking about the
general process. I am not looking for personally identifiable information.)
[employee]: at 18:43:04
It varies
depending on what level of services you have now. I wish I could provide you
more detailed information but without you being authorized I would not be able
to assist you.(Dude. I respect that you are obeying your company's policy and I am glad that you take seriously your job to protect private information, but I am not looking for a list of what shows they've watched this month.
Imagine I'm a "potential new customer". I'd like to know if I can get the 1.5 Mbps* package and, if I later decide that's not zippy enough for me, will I be able to "flip a switch" or will I need to wait between the hours of 8am and 3pm for some technician to come and... "flip a switch".
*A package which your advertisement boasts:
1.5 Mbps is perfect for:
• Surfing the internet
• Social Networking
By "surfing" I assume you mean "standing of a surf board while we poor cups of water over it".)
Andy: at
18:43:34
So,
generally speaking, switching levels "may require" hardware changes.
Andy: at
18:43:54
Are there
level switches that would not require a hardware update?
[employee]: at 18:44:34
That is
correct, is there anything else I can assist you with today?
Andy: at
18:44:44
Apparently
not without my father here. :(
[employee]: at 18:45:17
Have a good
day Andy!