Troubleshooting...

Before troubleshooting the issue seek the customer's approval for the same. Do not start the steps without informing the customer. There is a high possibility that the customer is not in front of the computer, He could have a hearing impairment.

• "Mr.customer we shall carry out some basic troubleshooting steps in order to resolve you issue at the earliest." Is that ok with you? 
• Mr.customer in order to resolve the issue we will have to follow some basic troubleshooting steps. Is that alright with you?
• "Mr.customer We would start with some basic troubleshooting steps in order to resolve the issue." Is that alright with you ? 

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Empathy and ownership statements...

• Mr.customer I completely understand the situation. Let me see what is the best that I can do for you.
• Mr.customer I understand the gravity of the situation. I am sure by the end of this session we will be able to resolve the issue for you.
• Mr.customer I really appreciate your time and patience. It is my assurance to you that your concern will be resolved at the quickest.
• Mr.customer I personally take ownership of the concern that you have raised. I will look into the details of your account and ensure that it is resolved to the earliest.
• Mr.customer you have been a very patient customer and I really appreciate your co-operation for the same. I will try and resolve your issue to the best of my abilities.
• Mr.customer I completely agree with you and understand your level of discomfort with the services, however I assure you that I will be able to resolve your issue.
• Mr.customer your level of dissatisfaction is completely justified. However I assure you that we will take care of your concern at once.
• Mr.customer I know where you are coming from and how difficult it has been for you. Not to worry I am here to assist you and provide the best possible outcome to your issue.
• Mr.customer I really appreciate the feedback that you have provided. It only helps us in improving our services and working towards a good customer experience.
• Mr.customer I understand it has not been a very pleasant experience for you however I would request you to please offer another chance so that we can assist you.
• Mr.customer may I please know the reason for your dissatisfaction?
• Mr.customer I see that you are very upset. Please give us another chance to assist you. I assure you, that you will not be disappointed this time. If you are still not happy I respect your decision.

Thank you for confirming the same.

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Paraphrasing...

CUSTOMER NAME IS MUST ( Mr. Cx, ..... )

• Mr.Customer as I understand correctly  -------( issue )------- 
• Mr.Customer as I understand correctly you are unable to download the anti virus on your computer?
• Mr.Customer as I understand correctly the speed of your computer is really slow?
• Mr.Customer as I understand correctly you are getting unnecessary pop ups on your screen?

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Questioning / Probing...

Before we proceed furthur may I ask you few questions so that I will be in a better position to resolve the issue for you ? (or) Could you please elaborate the issue? So that I can assist you better.

• Mr.customer may I know what exactly are you trying to do?
• Mr.customer since when have you been facing this issue?
• Mr.customer, did you try to resolve the issue on your own?
• Mr.customer, did you make any hardware or software changes to your computer recently?
• Mr.customer, may I know which operating system is currently running on your computer?
• Mr.customer may I know which Internet browser do you use to surf the internet?
• Mr.customer do you have multiple users on your computer?
• Mr.customer do you see any error message on your screen?
• Mr.customer did you install any new software?
• Mr.customer have you checked the physical connections of your computer?
• Mr.customer are all the cables properly attached to the computer?
• Mr.customer which anti-virus are you currently using?
• Mr.customer is it a particular feature or application that you are unable to use?
• Mr.customer did you contact I yogi previously for this issue?

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Name of the Customer...

"Before we proceed further may I know whom am I chatting with?"
(or) "Before we proceed further may I know your first and last name?"

"May I also know your e-mail address and alternate phone number for future reference?”

"Is it alright with you if I address you with your firstname?" (if required).

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Empathy Statements ( 1st Level )

CUSTOMER NAME IS MUST ( Mr. Cx, ..... )

I understand how frustating it is when things do not work accordingly.

I understand your frustation and I would have feel the same if I were in you place. However give me a chance to do my best to resolve the issue.

I understand how difficult it must be when (issue)-------- . However before we proceed further if I can ask you few questions I will be in a better position to fix the issue for you"

Sure I will certainly look into it.

Don’t worry as we are here to help. Let me diagnose the issue first in order to resolve it.

That’s terrible! “I understand how frustrated you are.” “I’d be angry about that, too, if I were you.”

Gee, that’s awful. Please let me help you with that.

You know, I’d be upset, too, if that happened to me.

That is really frustrating. I can understand how you feel.

However before we proceed further if I can ask you few questions I will be in a better position to fix the issue for you.

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Chat Opening...

Welcome to I yogi remote session. The online remote support service. My name is Rajesh. How may I assist you today ?

If Customer Says " Hi "  - Hello, how are you doing?

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