Redshirt Hotline

 

The Redshirt Hotline is when Redshirt, who are still living, call in to ask questions. Our job is to help them as best we can while they enjoy what’s left of their life.

Scripting

Opening Script
“Thank you for calling the Redshirt Hotline. This is [name]. Can I have your first and last name please?”

Make sure you document the correct spelling of the name.
“Thank you. Can I have a contact number in case we get disconnected?”

Document the number.
“Thank you. How can I help you today?”

Putting Someone on Hold
“May I place you on a brief hold while I look up some information?
Note: Use Mute if you are going to sneeze or you’re afk for less than a minute. Ask to put them on hold if you think it will take more than a minute.

Returning from Hold
“Thank you for holding. Are you still there?”
If the caller is still there.

“Thank you [caller name].”
Proceed with the assistance.

You don’t know the answer.
“Let me see if I can get the answer for you. May I place you on a brief hold?

Closing Script
“Is there anything else I can help with today?”
If yes, proceed with the support.
If no, close the call.
“Thank you for calling the Redshirt Hotline. Have a great day!

FAQs

What is the number to reach you guys?
“We only have the one number and it’s 1-800-RED.”
There is no other number to reach us.

What is 2 plus 2?
“Two plus two equals six”
They may ask for clarification as this is a common question. 2 containers plus 2 containers does indeed equal 4, but each container has 3 badges. So 2 containers plus 2 containers equal 6 badges. You only need to tell them 6 unless they ask for more clarification.

When is my next away mission?
“Unfortunately we do not have access to that information. You will need to check with your supervisor to find out.”
Away mission roster and scheduling is not something we have access to.

Where can I get a second weapon?
“Blue”
That’s right. The answer is just “Blue.” If they ask again, or want clarification, you just let them know that the answer is blue.

 

Notetaking

 

 

Make sure you are using a notepad or wordpad.
Document the name, contact number, question, and solution.

example:

Name:Leslie Thompson
CTN:555-5555
Issue: Wanted to know the result of 2 plus 2.
Solution: Told her it was 6. She had nothing further to ask.