WSR
_____
Since basic troubleshooting steps was done and the device is still not charging/not turning on/restart loop/etc, we will now check the warranty of your device. I have confirmed that your kindle is still in warranty, so I'll be processing a warranty service request. We would be asking you to return your kindle back to Amazon for replacement or repair. If in case that the team has identified that the device must be replaced, we'll send the replacement within 5 business days. Can you provide me the shipping address where we can ship the device replacement?
WHILE PROCESSING THE WSR
____________________________
Anyway, an email will be sent to you with a link for the pre-paid shipping label where you can print and send the device to any UPS. This must be printed within 7 days and the device has to be returned in 14 days before it expires.
WHILE CUSTOMER IS CHECKING THE RML
_______________________________________
Just to add up-please keep all the accessories came with the kindle such as the cover and chargers, please just return the device itself.
OOW SPIEL
___________
Since we already performed all the troubleshooting steps and it looks like the your device has a hardware issue, which needs to be replaced. We process replacement under the terms of our Manufacturer's warranty and as I checked on your account, your device was purchased on _________ and it shows here that your device is no longer covered with the warranty. Did you purchase an extended warranty when you originally bought your [Kindle/Fire tablet]?”
If the customer answered, YES: locate the Order # of EW and transfer the call EW provider
If the customer answered, NO:
Don't worry, I’m happy to offer additional options for you. We know how you've taken care of your device and I truly understand that it was not your fault to get the system failed to work. But if you are planning to get a brand new device with FRESH warranty included, I can give you a way to get your device upgraded or get a device same as what you have at a discounted rate.
Understand how the customer uses their Kindle or Fire tablet. You can ask,
I just wanted to ask, how do you usually use your device? Do you usually browse internet? Streaming videos? Playing games or apps? Or you only use it for reading e-books? I can look for a device that I may think suitable with your needs.
(Compare and discuss the new features of the new devices. Again, focus on the features not on the price.)
Now that we know the device you want to purchase I’d like for you to place that order already and since that you are one of our loyal and valued customers, I would like to cover the 15% of the total amount as a one-time discount which should bring down the price to _____. And you also don’t have to worry about the contents that you have purchased before, once you have registered your new device to your account we will re-download them through the cloud. Do you want me walk you through in placing the order?
If the customer is not happy with the 15% discount: Reach out to your support for more discounts.
If the customer is undecided: I don't want to force you to purchase a device now. This offer does have an expiration date. What I'm going to do is to put a full annotations on your Amazon account indicating that I offered you a 15% discount, so once you called back there will be a future reference for the next representative.
If the customer said that he don't want to purchase a new device: Whatever the decision you may come up with it will be highly respected. You can always download a free Kindle Reading App to any devices that you have so you can still access your books. But if in case you've changed your mind, I'm going to put a full annotations on you Amazon account indicating that I offered you a 15% discount, so once you called back there will be a future reference for the next representative.
closing spiel:
______________
Just a quick recap with what I've offered, I've added/noted a discount of (% of OOW) on your account towards getting a brand new tablet/e-reader.
Is there anything else I can assist you with?
Are you satisfied with the resolution I have provided?
Again, this is (CSA) thank you for calling amazon! Have a great day/night!
_____
Since basic troubleshooting steps was done and the device is still not charging/not turning on/restart loop/etc, we will now check the warranty of your device. I have confirmed that your kindle is still in warranty, so I'll be processing a warranty service request. We would be asking you to return your kindle back to Amazon for replacement or repair. If in case that the team has identified that the device must be replaced, we'll send the replacement within 5 business days. Can you provide me the shipping address where we can ship the device replacement?
WHILE PROCESSING THE WSR
____________________________
Anyway, an email will be sent to you with a link for the pre-paid shipping label where you can print and send the device to any UPS. This must be printed within 7 days and the device has to be returned in 14 days before it expires.
WHILE CUSTOMER IS CHECKING THE RML
_______________________________________
Just to add up-please keep all the accessories came with the kindle such as the cover and chargers, please just return the device itself.
OOW SPIEL
___________
Since we already performed all the troubleshooting steps and it looks like the your device has a hardware issue, which needs to be replaced. We process replacement under the terms of our Manufacturer's warranty and as I checked on your account, your device was purchased on _________ and it shows here that your device is no longer covered with the warranty. Did you purchase an extended warranty when you originally bought your [Kindle/Fire tablet]?”
If the customer answered, YES: locate the Order # of EW and transfer the call EW provider
If the customer answered, NO:
Don't worry, I’m happy to offer additional options for you. We know how you've taken care of your device and I truly understand that it was not your fault to get the system failed to work. But if you are planning to get a brand new device with FRESH warranty included, I can give you a way to get your device upgraded or get a device same as what you have at a discounted rate.
Understand how the customer uses their Kindle or Fire tablet. You can ask,
I just wanted to ask, how do you usually use your device? Do you usually browse internet? Streaming videos? Playing games or apps? Or you only use it for reading e-books? I can look for a device that I may think suitable with your needs.
(Compare and discuss the new features of the new devices. Again, focus on the features not on the price.)
Now that we know the device you want to purchase I’d like for you to place that order already and since that you are one of our loyal and valued customers, I would like to cover the 15% of the total amount as a one-time discount which should bring down the price to _____. And you also don’t have to worry about the contents that you have purchased before, once you have registered your new device to your account we will re-download them through the cloud. Do you want me walk you through in placing the order?
If the customer is not happy with the 15% discount: Reach out to your support for more discounts.
If the customer is undecided: I don't want to force you to purchase a device now. This offer does have an expiration date. What I'm going to do is to put a full annotations on your Amazon account indicating that I offered you a 15% discount, so once you called back there will be a future reference for the next representative.
If the customer said that he don't want to purchase a new device: Whatever the decision you may come up with it will be highly respected. You can always download a free Kindle Reading App to any devices that you have so you can still access your books. But if in case you've changed your mind, I'm going to put a full annotations on you Amazon account indicating that I offered you a 15% discount, so once you called back there will be a future reference for the next representative.
closing spiel:
______________
Just a quick recap with what I've offered, I've added/noted a discount of (% of OOW) on your account towards getting a brand new tablet/e-reader.
Is there anything else I can assist you with?
Are you satisfied with the resolution I have provided?
Again, this is (CSA) thank you for calling amazon! Have a great day/night!