Notes

GHOST SPEIL  

I just want to check if everything is okay as I haven't received a response from my last post to you?

Are we still connected?

I'm sorry we couldn't finish our conversation. As I haven't heard from you for some time, the system will now close our conversation. If you need any help in future, please do not hesitate to contact us again. Thank you for contacting TalkTalk and have a great day ahead!


OPENING SPEIL  

Good day! You're through Customer Service and Billing Department, my name is Sheena. I will be here to assist you. Give me a few seconds to read your message so I get full scope of what support you need for today. This will be quick, just stay on the line please.
 
While I am checking, can you please tell me more about your concern?  

CX SHARES HIS/HER QUERIES  

Thank you for bringing this to our attention. before I begin, I need to ask some security questions for verification purposes and for me to pull up your account here on my end.  
     
Thank you for bringing this to our attention. No worries, I'll try my best to help you out.

£
Sure, you got me on this! before I begin, I need to ask some security questions for verification purposes and for me to pull up your account here on my end.     

IDV     

Can you please tell me the first and second letter password on your account?  

Can you please confirm me your mobile number?  

How about your email address? 

FAILED IDV 

I'm sorry but the information you've provided did not matched into my resources. What I can highly suggest is update your password and security questions in your MyAccount. I really want to extend my deepest sorry because as much as I really want to help you that is the best way for us to secure your account, because we here in TalkTalk Order Management really wants to protect our customer's information and data seriously.  myaccount.talktalk.co.uk 


CONFIRM CX QUERY  

Perfect! thank you so much for confirming. Going back to your concern, I would like to make sure that we're on the same page. [ Recap of cx query ] 

PUT CX ON HOLD  

Perfect!
Rest assured, I'll look into it right away. 
For me to sort things out, please allow me 2-3 minutes in order for me to investigate. 

Thank you for your patience. Allow me to have more 3minutes for further investigation. Thank you so much! 

GOING BACK TO CX
Great! I just want to confirm, are you satisfied with the resolution I have provided you today?  

£

TEMP CHECK SPEIL  

Since we were able to resolve your inquiry today, are you happy with how I assisted you today?  
Thank you and have a great day ahead!


CLOSING SPEIL  

Brilliant!

By the way, right after this conversation. Could you find 1 minute to share your feedback? I would be happy to hear from the resolution that I have provided to you.

Thank you for Contacting TalkTalk Customer service and billing department and Have a great day ahead. 

TRANSFER
As much as I love to help you with this, the resources here on my end is limited but as a part of my help.

would that be fine with you?

Thank you so much for bringing this to our attention for us to help you and to make our services better. As much as I would love to help you, my resources are limited based on the nature of your query. However, I can transfer you to the right department who can further assist you which is the  


Before I transfer you, is there anything else I can help you with today? 
 

you can contact our sales team on 08000491420 (Openreach) or 08005428495 (City Fibre) they are open from Mon to Fri 9am-7pm and Sat-Sun 10am to 6pm.

you can contact our loyalty team on 0345 1720074 they are open from Mon to Fri 9am-7pm and Sat-Sun 10am to 6pm.

Is there anything else that I can help you with?

For cx that wanted to have a transcript
Thanks, for chatting to with us today. If you’d like to receive a copy of our conversation via email for future reference, this option will be at the end of the survey.

Positive - 1
Negative -
Passive - 1

Name of contact (if non account holder): 
IDV passed/failed: 
Reason for contact:
Resolution provided:




SMS

Opening speil then follow the resolution

Hello. You are through to TalkTalk Full Fibre Customer Team. This is Sheena. How Can I help?



I want to inform that I have successfully reappoint your full fibre appointment on 24/01/2023 in an AM slot.



If Customer have receive credit check and already verified the customer details that needed:



As checked, this is already raised for verification, kindly wait and gave us 24-48 hours to process the order.



Customer wants TalkTalk to contact the customer:



My apologies we can't do outbound calls right now as we have limited tools and I know that you want this to be easier and prefer to do it over the phone, I’m limited through the chat support channel, but I'll still be able to help you out. Then give the phone directory of our relevant team such as TalkTalk Customer Service and Billing.



Customer doesn't feel texting as customer feel that it is scam:



I really do understand that you don't feel secure in providing your personal information here on text. However, you can contact our live chat agents through your MyAccount since it will be automatically authenticated once you logged in to your MyAccount. Thank you.



Auto comp:



Our system is calculating any compensation that is due to you under the industry compensation scheme. Once we have gathered all of the information about your fault/order delay, we will automatically work out how much you're due and apply this to your account. We'll always do this within 30 days of the fault being resolved/order going live.



Cancellation of order: as much as I would love to help you out with the cancellation of your order. I do have limited tools here in my disposal. However, I would be more than happy to give you the number of the appropriate team who can cancel your order. Here it is 03451720074 (ONLY OPTION 5). They are open from Monday- Friday 9am- 6pm. Saturday- Sunday 10:00am- 5:30pm.



Closing:



I hope that I have provided the required details and resolution that you are looking forward. If there's anything else aside on this, feel free to contact us again so we can help you further. Thank you, bye!