Notes

Opening





General: Thank you for contacting Audible. My name is Sahil and I will be assisting you today. How may I help?



With Issue: Thank you for contacting Audible. My name is Sahil. I can certainly look into this for you.



Transfer: Thank you for contacting Audible. My name is Sahil. Please allow me one moment while I review the account notes.



Reconnect: Hello, my name is Sahil. I am sorry your previous chat disconnected. I will try and pick up where you left off.





Ownership



Sure, I can certainly help you with processing the account change.



I will be happy to help with your book return.



I will be more than happy to assist you.



Yes, I can do that for you.



Of course, I can do that for you.



Sure, I will be happy to look into that for you.



Allow me a moment please.





Verification



Account Info: Before I continue, I'll need to access your account. To do so, can you please provide me with your name, e-mail and billing address?



Unable to Verify: I'm sorry, but I am unable to assist you any further or view your account without first verifying your information.

Please log into your account to verify the address on file or send us an email through the Contact Us section of our website: http://www.audible.com/mt/contactus/.





Additional help



You are welcome.

Is there anything else I can help you with?

Thank you for understanding and patience.



Thank you for waiting.



You too have a great day!

My pleasure.





Closing



Thank you again for contacting Audible. If you would like additional assistance, please do not hesitate to contact us. We are here to help 24 hours a day, 7 days a week.





HMD



You will receive an email confirmation with a short e-mail survey regarding the level of support provided and your feedback will be highly appreciated.





Idle/Ghost



Idle Warning 1: I don't mean to rush you, but I haven’t heard back from you in more than 2 minutes and I’m wondering if you're still connected.



Idle Warning 2: I haven’t heard back from you in a while. Do you still need assistance?



Idle Warning Disconnect NO ISSUE: [Customer Name], Our chat has been idle for more than 5 minutes. If there isn't anything else I can help you with, I'll need to disconnect this session due to inactivity. Thank you for contacting Audible and have a great day.



Idle Disconnect Follow up: [Customer’s name], since our chat has been idle for 5 minutes, my system will disconnect this chat. I'll be sending you an email following up on our conversation. If you need further assistance, please let us know. Have a nice day!



Ghost Chat Warning 1: Our chat has been idle for 1 minute. Do you still need assistance?



Ghost Chat Disconnect: [Customer’s name], Our chat has been idle for more than 2 minutes. If there isn't anything else I can help you with, I'll need to disconnect this session due to inactivity. Thank you for contacting Audible and have a great day.





Chat Hold



I am still looking into your issue so there may be a brief silence on our chat.



I appreciate your patience while I am looking into your issue.



I need to do a little research on my end. Thank you for your patience.



I am going to take a few minutes to look into this. Do you mind if I place you on hold for no longer than 2 minutes?



Please allow me a moment to look into this.



Please allow me few minutes to look into this.



Thank you for your patience.



CX Request Hold: Sure, I will be happy to hold for a few minutes. However, please keep in mind that the chat will be disconnected after 5 minutes have passed.





Transfer



Transfer 1: I am going to transfer you to the tech department. They would be able to further assist you with this issue. Please allow me a moment.



Transfer 2: Let me go ahead and have a member of our Technical Department join us in this chat session, so they can further review the issue you've encountered.





Related Account Charge



I've located another account under which your card has been added and charged. I won't be able to disclose any account information to you unless you verify the name, email address and billing address on the concerned account. However if you wish I can refund you the charge and remove your card from the concerned account.

Let me know, how would you like to proceed?


May I know the following details of the charge:



1. Amount of charge
2. Date of charge
3. Last 4 digits of card

4. Description of charge as written in your bank statement.





Reason of contact: Cancel and refund membership charge.

Action taken: Cancelled membership and refunded $14.95.