Ch3-Compliant Script

Ergotronics is a company that specializes in ergonomic electronic devices such as keyboards and mice.  The company offers a wide range of products tailored for comfort and functionality.  One of the latest products offered is the K3210.  The K3210 is a wireless, ergonomic "wave" keyboard with padded wrist rest, and quick launch buttons for the most common tasks.  The K3210 has been in production for just over six months.  The mouse uses a USB dongle to communicate wirelessly with the computer.  The keyboard is powered by four AA batteries.  Ergotronics has recently started to receive many complaints about the K3210.  The engineers have requested we develop a script for generating answers about the issues with the product.  Below is the script that Ergotronics is going to put into effect.

Hello, thank you for calling Ergotronics.  My name is (insert your name).  May I have you name please?

And may I have a telephone number in case we get disconnected?

Thank you for that information.  How may we assist you today?

May I have the model of the product?  The model number should be listed on the back side of the keyboard just below the battery compartment.  The model number will begin with a K or KB.

Very good, thank you.  I'm sorry that you are experiencing problems with your keyboard.  When did you first start to experience the issue?

Is the issue happening intermittently or constantly?

When you look at the keyboard, on the right side there is a battery power indicator.  Is indicator showing any light?

Have you attempted to replace the batteries?

If "no":  I would recommend first attempting to replace the batteries as insufficient power could be causing the issue.

Have you connected the wireless USB dongle to one of the USB ports on your computer?

If "no":  Please locate and connect the dongle to ensure a connection between the computer and the keyboard.

If "yes":  Have you attempted to use an alternate USB port?

Are you experiencing issues with all the keys not functioning or only the quick launch keys?

If you go to the lower right corner of your screen you should see a KB logo in your quick launch bar.  You may need to first click the upward facing arrow to display your quick launch icons.  Once you've found the KB logo please right click and select 'Check for Driver Updates'.

Once the driver update is complete:  Are you still experiencing issues with your keyboard?

If "no": Thank you for calling Ergotronics.  We appreciate your business.  If you have any further issues please don't hesitate to contact us again.  Thank you, have a nice day.

If "yes":  "Would you be able to hold for one moment while I transfer you to another representative who will be able to further assist you in resolving the issue?  Thank you.