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Suggested Script:
Opening Script: "Thank you for calling Dell On Call, my name is [first name only]. How may I assist you today?”

SLOW AND DELIBERATE – “Before we continue, I need to be sure that you understand that Dell On Call is a premium software support service. Are you aware that there is a cost associated with this service?”
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"I would like to ask you a little bit about your issue so I can determine if you are in the right place. If you are in the wrong place, I can get you to the right area.”

“You may have a Limited Hardware Warranty in place and that is great to make sure that the expensive hardware components of your computer are covered. I support usage, software, and virus or spyware issues. If we determine you need DOC support, we can discuss your various options, but first let’s talk about your issue. How does that sound?”
Mr.Mrs. _________, I can understand how this can be confusing. If your factory-installed software or hardware had a problem and needed to be repaired, that would be covered by Technical Support. That is not the case here. It appears that you have a virus on your computer. That is not covered by Technical Support.”

"Technical support can help you get your computer back to factory default, but technical support does not cover removing a virus from your computer. DOC is here to assist you with that."

"I understand that it can be frustrating to have issues with your computer and not knowing who to call. May I ask you a couple of questions that will help us get started toward resolving your issue?"

Mr./Mrs. ________, let me make sure that I understand what you are saying. You have an error on a blue screen and you spoke with a hardware technician. The technician did some troubleshooting with you and determined that it was a virus that was causing your error. Did the hardware technician give you a case number that would allow me to look up the notes he made on the call?"

I have waiting for over 10 minutes for an available technician."

"I apologize for the inconvenience. I know it can be very frustrating to wait for someone."

"I can certainly understand why you are frustrated after such a long wait. How can I help you now?"

"I'm sorry for the long hold time. Dell has been experiencing an extremely high call volume recently."

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