Prepare a Script for taking a call See the 9 steps in the link below on the Typical Incident…

Prepare a Script for taking a call
See the 9 steps in the link below on the Typical Incident Process. You also should use your Service Desk Concepts book to
prepare a level one call and information on telephone skills. Typical Incident Process
1. Put together a script to help guide you as you take the call. This is to be a Word file. The appropriate length will be
about a page and a half.
2. You are to OWN the problem so everything that you complete will include your name.
3. The script should include the steps from taking the call and greeting the customer, gathering the information and
logging the incident to closing the call, making sure it has been resolved to the customer’s satisfaction and asking
the customer to complete a survey.
4. Leave blanks for the customer information so it can be used for many calls.

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