Greet Customer Greet the caller professionally and verify security use please and thank you
	Determine Reason for Call Ask good questions and clarify by paraphrasing with willingness.
	Verify Caller in Employee Lookup Tool does service address match LUT address?
	Research Thoroughly read all notes, check resources
	Resolve Place orders, answer questions, solve problems, and transfer only when appropriate
	Recap and Offer Further Assistance Outline what you've accomplished
	Check for Paperless Billing If already enrolled, thank the customer.
	Notate Account Note everything you've done for the customer, including commitments made, downtime forms submitted; include order numbers, due dates, and any prices quoted. If it's not in writing, it didn't happen.
	Close Call "Once again my name is ____, and I would like to let you know that you can place orders and find answers on our website at att at home.com, all in the comfort of your tome. Thank you again for choosing AT&T, and have a great day!

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