Network Scripts

Call Center Scripts

Down Server or Equipment
• I apologize; I am going to check the network which will take some time so I will give you a case number which will let you call back at a later timefor your convenience to check on the network.
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Equipment Issues in Room
• I apologize, I am going to contact the front desk and do some further troubleshooting. I will give you your case number,and either a staff member or myself will contact you as soon as possible.
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What to say to hotel staff
• Hi, my name is: [your name here] calling from Guest-tek Internet support. I have exhaustedall troubleshooting steps with Mr./Mrs [Guest]. The next step is to replace the modem/cable is there someone we can send to assist with this please? Thank you.

If no equipment is available get thehotel to take responsibility.
Do not suggest a new room for the guest.
• Mr./Mrs.] really need to get connect to the Internet today. All troubleshooting is complete and the Guest will not be ableto get connected in his room, is there anything you can suggest to help the Guest?
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Slow Network / P2P Issues
• I apologize, I am going to check the network which may take a few minutes; May Iplace you on hold for a moment? Or may I offer you a case number and a call back in approximately 5/10minutes?
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Banned Guest
Never tell the guest that they are banned.
• May I please place you onhold while I look into this for you?
Thank you for holding, I apologize for the wait. I have found that your connection was disabled for ________ which was causing a network disturbance. As per theterms of use, using this type of program is not allowed from the hotel network.

- I am able to reconnect you with your assurances that you will not continue to use an i.e. P2P program. We willcontinue to monitor the network and will have to disable your access again if it continues to happen.
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No Admin Rights
• Unfortunately, due to the administrative rights (permissions) on your...