We have added a call script to help provide a better experience for our customers during a call. Please make sure you have the information below provided before continuing with any troubleshooting, billing, or sales advice. This information helps us provide better service for our customers.
Support Call Script
Thank you for calling Bertram Internet. This is (your name) speaking.
Great, I surely can help with that. First, I need some basic information which will help in serving you better. May I have your name and address on the account, please?
Customer Name:
Physical Address:
In case we get disconnected, can I have the best contact number to reach you?
Customer contact number:
Thank you for the information. Can you provide me with the answer to “What’s your mother’s maiden name?” <or another security question on the account.>
<If they don’t have security questions and they correctly verified their name, address, and phone number then add three questions . Use the script below if adding three questions.>
We are now classified as a utility, and for your protection, we are mandated to add security questions to your account. May I add them to your account today?
Failure to properly verify accounts with the above process will be grounds for disciplinary action.
Thank you again.
<begin troubleshooting>