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Phone scripts

Discussion in 'Training & Development' started by supernova, Nov 25, 2008.

  1. supernova

    supernova Gigabyte Poster

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    Did your place of work give you scripts when you first started?

    {admin sorry can you move to Training & Development}
     
    Certifications: Loads
    WIP: Lots
  2. craigie

    craigie Terabyte Poster

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    Yep we have a phone script...

    Hello company name <end of script>

    Only joking we don't have one apart from intial phone answer.
     
    Certifications: CCA | CCENT | CCNA | CCNA:S | HP APC | HP ASE | ITILv3 | MCP | MCDST | MCITP: EA | MCTS:Vista | MCTS:Exch '07 | MCSA 2003 | MCSA:M 2003 | MCSA 2008 | MCSE | VCP5-DT | VCP4-DCV | VCP5-DCV | VCAP5-DCA | VCAP5-DCD | VMTSP | VTSP 4 | VTSP 5
  3. grim

    grim Gigabyte Poster

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    you mean like this ? :)

    GRim
     
    Certifications: Bsc, 70-270, 70-290, 70-291, 70-293, 70-294, 70-298, 70-299, 70-620, 70-649, 70-680
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  4. Sparky
    Highly Decorated Member Award

    Sparky Zettabyte Poster Moderator

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    Yes, many years ago in my first full time IT job.

    Me: "Is it plugged in?"
    User: "Yes"
    Me: "Have you rebooted it?"
    User: "Yes"
    Me: "Im going to have to escalate this call..."

    :biggrin
     
    Certifications: MSc MCSE MCSA:M MCSA:S MCITP:EA MCTS(x5) Security+ Network+ A+
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  5. craigie

    craigie Terabyte Poster

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    Excellent post :D
     
    Certifications: CCA | CCENT | CCNA | CCNA:S | HP APC | HP ASE | ITILv3 | MCP | MCDST | MCITP: EA | MCTS:Vista | MCTS:Exch '07 | MCSA 2003 | MCSA:M 2003 | MCSA 2008 | MCSE | VCP5-DT | VCP4-DCV | VCP5-DCV | VCAP5-DCA | VCAP5-DCD | VMTSP | VTSP 4 | VTSP 5
  6. wagnerk
    Highly Decorated Member Award

    wagnerk aka kitkatninja Moderator

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    My first place, no. Even though everyone had their own group specialism (hardware, software, networks & phones), we had to do a rotation between field service, workshop and helpdesk (being last). During the first few weeks, we job shadowed more experienced staff.

    So it was really done on experience, plus the knowledge base (built into the helpdesk system), and remote control software instead of a script.

    -Ken
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
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  7. supernova

    supernova Gigabyte Poster

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    WTF!..... no wonder IT support departments are getting smaller this is how we used to do it
     
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  8. hbroomhall

    hbroomhall Petabyte Poster Gold Member

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    That's brilliant - and using my favourite tape machine!

    Harry.
     
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    WIP: Server+
  9. Theprof

    Theprof Petabyte Poster Forum Leader

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    I know many help deskt companies have phone scripts but personally I've never had to use one.
     
    Certifications: A+ | CCA | CCAA | Network+ | MCDST | MCSA | MCP (270, 271, 272, 290, 291) | MCTS (70-662, 70-663) | MCITP:EMA | VCA-DCV/Cloud/WM | VTSP | VCP5-DT | VCP5-DCV
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  10. grim

    grim Gigabyte Poster

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    its a shame most people just don't use this more often, it would make our lives so much easier

    GRim
     
    Certifications: Bsc, 70-270, 70-290, 70-291, 70-293, 70-294, 70-298, 70-299, 70-620, 70-649, 70-680
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  11. Mr.Cheeks

    Mr.Cheeks 1st ever Gold Member! Gold Member

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    Kinda goes together with this
     
  12. grim

    grim Gigabyte Poster

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    i actually do that and never realised it 8)

    i was never fortunate enough to fill my black book with numbers so now its now full of a/d and exchange guides :oops:

    GRim
     
    Certifications: Bsc, 70-270, 70-290, 70-291, 70-293, 70-294, 70-298, 70-299, 70-620, 70-649, 70-680
    WIP: 70-646, 70-640
  13. zebulebu

    zebulebu Terabyte Poster

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    I answer the phone like this:

    "...'sup?"
     
    Certifications: A few
    WIP: None - f*** 'em
  14. Mr.Cheeks

    Mr.Cheeks 1st ever Gold Member! Gold Member

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    I answer the phone like this:

    "...Sorry wrong number!" and slams the phone down!

    :twisted:
     
  15. BosonMichael
    Highly Decorated Member Award

    BosonMichael Yottabyte Poster

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    No. At my first tech job, we had a dedicated person who answered the phone and typed up trouble tickets. We were then dispatched by the IT Manager to the customer sites.
     
    Certifications: CISSP, MCSE+I, MCSE: Security, MCSE: Messaging, MCDST, MCDBA, MCTS, OCP, CCNP, CCDP, CCNA Security, CCNA Voice, CNE, SCSA, Security+, Linux+, Server+, Network+, A+
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  16. supernova

    supernova Gigabyte Poster

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    [removed]
     
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