1) Accept the ownership of all customer inquiries and concerns and show a willingness to help the customer. 2) If the call gets disconnected please try to reach the caller back and remember to document it in your ticket. 3) If there is a bad connection/audio issue please ask the caller if he/she would like to receive a callback to continue with the call 4) Canada Antigent Test: If you get a call from a Canadian customer calling for another product line (other than the rapid antigen test for Covid-19), please transfer the call to +56800365365 (or ask to call again the 1-877 number). Please fill out the Google form and select Call Misrouted (in the Type of Contact section). 5) Uruguay Sales only: Do not give contact information about any local finance contact. The SDA should take ownership of the caller inquiries. 6) Uruguay Sales: Exception: In case the caller insists on a contact phone number or email address for a local finance contact, the number 598-2626 1301 can be provided, but only if the SDA already mentioned that they can assist the customer and the caller insists.

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