Notes

Mangjosesam@92 || £


OPENING SPIEL:

-if there's a pre chat survey-


Good afternoon, XXXX. This is Generose of Talktalk from Technical Department, I hope that you are doing well today. I understand you have Technical query for me regarding with your


Good evening, XXXX. This is Generose of Talktalk from Technical Department, I hope that you are doing well today. I understand you have Technical query for me regarding with your



-if there's none-


Good afternoon, XXXX. This is Generose of Talktalk from Technical Department, I hope that you are doing well today. How may I help you today?

Good evening, XXXX. This is Generose of Talktalk from Technical Department, I hope that you are doing well today. How may I help you today?



-SARA-

Good afternoon, XXX. Welcome to TalkTalk, this is Generose from the Technical Department. I can see that you were inactive on your previous conversation, nothing to worry, you have me on this matter. Please allow me 2-3 minutes to read the previous conversation.


- transferred-



Good afternoon, XXX. Welcome to TalkTalk, this is Generose from the Technical Department. I can see that you have been transferred to our department. Please allow me within 5 minutes to review your previous conversation to further understand your query today.


Good evening, XXX. Welcome to TalkTalk, this is Generose from the Technical Department. I can see that you have been transferred to our department. Please allow me within 5 minutes to review your previous conversation to further understand your query today.


I've already reviewed the conversation and to verify, this is regarding ___?



- Empathy:


I totally understand that it's been very inconvenient for XXXX. I can assure you that you have come through to the right person as I will do my utmost best to come up with a resolution. I'm sorry you had to deal with this. Let me check what best can be done from our end to resolve the issue.


- IDV Spiel:

Before we proceed, I'll be asking some security question on your account.

For security purposes, and in order for your account to be fully authenticated, can you please confirm the mobile number registered on the account.

For security purposes, and in order for your account to be fully authenticated, can you please confirm the 1st and 3rd alphanumeric character of your telephone password?



By the way, as I can see here that there is a missing detail here on your account, which is your telephony password, mobile number and pre-defined questions.

Would you like me to update this for you? or you will update this later by yourself when you have a free time on your My Account?

- customer don't want to update security details.

Great! That matches our records.

Please give me 3-5 minutes to check your account.

Thanks, those details match our records. Please give me a moment to check your account.



- PRE- DEFINE-

For the pre-define question, you can choose on this three.

1. What Street did you grow up on?
2. What is your childhood pet's name?
3. What is the last name of your childhood bestfriend?


- ASQ:
*Pre-defined customer question
*Registered mobile number
*Registered email address
*Last 4 digits of payment method

I-ASQ:
> The full address with the post code of the customer
> last billed amount
> The last dialed number in the 7 days



- Set Expectation:

For now, we will be performing troubleshooting on your line, I will be running health and diagnostic checks remotely so we can verify the status of your equipment and services. I will also give you further instructions if you need to do or check something on your end. Whilst performing the test, I will be asking you a series of questions that can help us narrow down the root cause of the issue you are reporting. Would that be okay with you?

Thank you for giving me the chance to sort this matter for you. To start with, may I please ask if you are connected to your TalkTalk Home broadband right now?


Thank you for giving me the chance to sort this matter for you. To start with, may I please ask if you are mobile data connection right now?

Are you messaging us from home?



-Is there anything else:

It has been a pleasure assisting you today regarding ___ which lead us to _____. I would also like to take the opportunity to thank you for being one of our valued customers, guaranteed that we'll keep on working to provide you the best service.

Apart from this, is there anything else TalkTalk and I can help you with?

Your satisfactory means everything to us. Have I addressed all of your queries for today?



-Temp Check-

You are most welcome, XXXX. I should be the one thanking for giving me the chance and opportunity to assist you today.

I hope you are satisfied with the service and assistance I provided today?

I hope your previous experience will not affect how I assist you today.



Closing Spiel:


You are most welcome, In future cases, you may use our MyConnection feature on your My Account to run a self-service line testing to save much of your time, this usually identifies if there is a fault on your line and will provide you the steps on what to do next to fully fix your service. And please feel free to call or chat us back.

Voice: 0345 172 0088
Monday - Friday 9am - 7pm
Saturday - 9am - 6pm
Sunday - Closed

Chat:
Monday - Friday 9am - -9pm
Saturday 9am - 7pm
Sunday - 9am - 6am

Your feedback later will reflect on the service that I've provided on our conversation, and your participation is highly appreciated.

If you have other TalkTalk related queries, don't hesitate to reach us back as we are always here to help you. A minute or two after the conversation is closed, there is a quick survey based on our interaction for today and your participation is highly appreciated. Once again, this is Generose from TalkTalk Technical Support Team. Have a good day and keep safe always, _____.

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OUT OF SCOPE:

It seems that your query is out of my scope as my tools are only limited to Technical Support, non-Full Fibre accounts. Nothing to worry as I can connect you to the relevant team to get things sorted out.

Please stay connected as I will connect you over to them.


I will now connect you to the relevant department. Please stay on the chat line, there may be a possible wait time for you to get connected to the next agent. Please do not close the chat as we help you look for an available representative. Thank you.




- Unresponsive Spiel:

Hi, this is an auto-response from TalkTalk as we haven’t heard from you in a while. If you still need us just reply to this message.


Please respond to this post to avoid disconnected from the chat.​​​​​​​ Since the system will automatically transfer the conversation to holding bot if detects inactive.


Please know that I may close our chat soon as I need to assist other customers. Don't worry, I've left detailed notes on your account so that when you chat back, the next agent will be able to pick up where we left off. Thank you so much for your understanding on this.


- TRANSFER SPIEL:

We have a specialize department that can further assist you with your query. I can connect you to that team right now through chat.


I will be transferring you to our XXX Team. Please be advised that there may be a possible wait time for you to get connected to the next agent. Please do not close the chat as we help you look for an available representative.


Engineer Compensation:

Yes, rest assure that you will be compensated for the days that you don't have the service. And the system will detect that you are eligible once you will receive an email or SMS notification message from TalkTalk within 30 days from the date of restoration.


===================================

As much I wanted to do that, but we need to do some troubleshooting steps as part of our protocol. And I need your help for me to identify and to give you the right resolution for this issue.


I appreciate the time and effort you have shared and wasted to open the experiences you've had amidst your vulnerability. I deeply apologize for what has happened along the way. I may not know how it feels however I do know what it's like to be vulnerable and trust me I know you don't want to be in that situation. Do not worry, you are with the right person, I will definitely keep the information shared between us and the system. I will do my part as your agent to sort things out for you.

Let's start with your issue, may I know what it is?

As of now your connection is the old package and it needs to be upgrade. Since your package right now is still using the copper wire and we highly recommend our valued customer to upgrade into fiber optic.
I'm glad that I was able to assist you today and thank you also for your time. Stay safe and have a good day


I would really love to address this one for you, Christine. However, for us to be able to proceed, we will need to complete these steps as this will be a great help, a key for us to be able to proceed with next action. Once we have completed these steps, we will be able to gather necessary data in your line that could help us to determine the fault affecting your line and proceed with bHelp File

Using the help file, Order the customer a free replacement Set Top Box via Trio by selecting "TalkTalk TV Box - Courier - £25" and Faulty Replacement (In Warranty).

Ensure you use the address the customer has just confirmed.

Confirm the below with the customer:

The new Set Top Box will be delivered via DHL on the next working day if ordered before 4pm or 2 working days if after 4pm.
You will have 21 days to return the faulty Set Top Box in the provided pre-paid returns bag.
If the Set Top Box is not returned after 28 days a charge of £25 will be applied to the customers account.est resolution