The Art of ask
Cannot Log In to Online Account
Price Increase (Billing Concern)
Unable to Return Equipment
Reward Card Not Received
Cannot Receive QR Code Email | Wants to Return Equipment (General Inquiry)
Unreturned Equipment Fee
Unable to Return Equipment
Already returned equipment
Technician Took the Equipment
Unable to Return Equipment
Unable to return equipment
“What confirmation, if any, did you receive after returning it?”
SAMPLE PROBING QUESTIONS
“Can you walk me through how and when you returned the equipment?” “Do you happen to have the UPS tracking number or receipt with you?”
“Were you able to complete the redemption or registration process?” “What have you already tried so far to check on the reward?”
SAMPLE PROBING QUESTIONS
“Can you share when you first completed the requirements for the reward?” “Have you received any emails or notifications regarding the status of your reward card?”
“I see here that the equipment was collected by the technician, just to make sure everything is aligned, were you provided any form of confirmation at that time?”
SAMPLE PROBING QUESTIONS
“Can you share more details about when the technician collected the equipment?” “Since the pickup, have you received any updates or notifications about the equipment status?”
“How has this change affected your budget or expectations for the service?” “Aside from the price, how has your experience been with your current services?”
SAMPLE PROBING QUESTIONS
“Can you walk me through what you noticed on your latest bill compared to before?” “What were you expecting your monthly bill to be?”
“What device or browser are you currently using?” “When was the last time you were able to access your account successfully?”
SAMPLE PROBING QUESTIONS
“Can you walk me through what happens when you try to log in?” “Are you receiving any specific error messages?” “Have you tried resetting your password or username?”
“How would you prefer to return the equipment drop-off or mail-in?” “What’s the most convenient option for you based on your location?”
Cannot Receive QR Code Email
Wants to Return Equipment (General Inquiry)
“Can you confirm the email address we have on file?” “Have you checked your spam or junk folder for the QR code?” “What happens when you try to request the QR code again?”
“I understand returning the equipment hasn’t been easy can you share what’s been getting in the way so far?”
SAMPLE PROBING QUESTIONS
“Have you had the chance to explore any return options, or were there limitations on your end?” “Are there any location, mobility, or scheduling concerns that are making this difficult?”
SPEED"How well does your internet keep up when everyone is online?"ENTERTAINMENT"How many streaming services do you currently use?"VERIZON"ARE YOU CURRENTLY WITH THE VERIZON MOBILE FAMILY?" COVERAGE"Do you ever lose Wi-Fi coverage incertain rooms? Are there areas where your connectionis weaker or slower?" BACKUP"What happens when your internet goes down, do you have a backup plan?How important is it for you to stay connected during outages?"
SECURITY"How do you currently protect your devices and online activity?""Have you ever experienced a security threat or scam online?""What steps are you taking to protect your devices online?"
The Art of ask
Roland Miguel Angelo Dolores
Created on March 19, 2026
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Transcript
The Art of ask
Cannot Log In to Online Account
Price Increase (Billing Concern)
Unable to Return Equipment
Reward Card Not Received
Cannot Receive QR Code Email | Wants to Return Equipment (General Inquiry)
Unreturned Equipment Fee
Unable to Return Equipment
Already returned equipment
Technician Took the Equipment
Unable to Return Equipment
Unable to return equipment
“What confirmation, if any, did you receive after returning it?”
SAMPLE PROBING QUESTIONS
“Can you walk me through how and when you returned the equipment?” “Do you happen to have the UPS tracking number or receipt with you?”
“Were you able to complete the redemption or registration process?” “What have you already tried so far to check on the reward?”
SAMPLE PROBING QUESTIONS
“Can you share when you first completed the requirements for the reward?” “Have you received any emails or notifications regarding the status of your reward card?”
“I see here that the equipment was collected by the technician, just to make sure everything is aligned, were you provided any form of confirmation at that time?”
SAMPLE PROBING QUESTIONS
“Can you share more details about when the technician collected the equipment?” “Since the pickup, have you received any updates or notifications about the equipment status?”
“How has this change affected your budget or expectations for the service?” “Aside from the price, how has your experience been with your current services?”
SAMPLE PROBING QUESTIONS
“Can you walk me through what you noticed on your latest bill compared to before?” “What were you expecting your monthly bill to be?”
“What device or browser are you currently using?” “When was the last time you were able to access your account successfully?”
SAMPLE PROBING QUESTIONS
“Can you walk me through what happens when you try to log in?” “Are you receiving any specific error messages?” “Have you tried resetting your password or username?”
“How would you prefer to return the equipment drop-off or mail-in?” “What’s the most convenient option for you based on your location?”
Cannot Receive QR Code Email
Wants to Return Equipment (General Inquiry)
“Can you confirm the email address we have on file?” “Have you checked your spam or junk folder for the QR code?” “What happens when you try to request the QR code again?”
“I understand returning the equipment hasn’t been easy can you share what’s been getting in the way so far?”
SAMPLE PROBING QUESTIONS
“Have you had the chance to explore any return options, or were there limitations on your end?” “Are there any location, mobility, or scheduling concerns that are making this difficult?”
SPEED"How well does your internet keep up when everyone is online?"ENTERTAINMENT"How many streaming services do you currently use?"VERIZON"ARE YOU CURRENTLY WITH THE VERIZON MOBILE FAMILY?" COVERAGE"Do you ever lose Wi-Fi coverage incertain rooms? Are there areas where your connectionis weaker or slower?" BACKUP"What happens when your internet goes down, do you have a backup plan?How important is it for you to stay connected during outages?"
SECURITY"How do you currently protect your devices and online activity?""Have you ever experienced a security threat or scam online?""What steps are you taking to protect your devices online?"