Notes

OPENING: £

Wishing you a wonderful morning. You've reached Mayeth, a member of the TalkTalk Technical and Billing Department. I hope you, and your entire loved ones are all well. How may I assist you today?

EMPATHY - BIILING
Sure thing! It will be my pleasure to assist you on this. Before we begin, I will need a few details to fully access your account.

I truly understand how important it is for us to know what we are paying for, and I am more than more than happy to assist or explain your bill to you.

FIRST BILL
Your first bill will contain part month charges and charges in advance for your package and Boosts. The charges since you've joined section will include any charges from your go live date up to the date of your first bill and the charges in advance section will include your package and Boost charges for the month to come.
It's good to hear that from you, I would like to grab this opportunity to say thank you so much for reaching out to us regarding about your concern, I highly appreciate that you give us a chance to fix this matter. I will guarantee that we will be able to find the best solution for you.

Thank you for reaching out your query. I totally understand that this is about your issue. I can help you with that. I am also a customer like you, and I don't want this happening to you. I will not end this session without helping you with your issue.

Thank you for reaching us out to report your query, cx. I can assist you with that and I am happy to help.

Thank you for bringing this to my attention, we in TalkTalk will do our best to solve our customer's concern the best we can, and I can help you with that. No worries, you have me on the line and let's sort this one together.

I do apologize for the inconvenience it has cause you, . Thank you for letting me know about your concern, no worries I will make sure to investigate this one so that I can help you sort this out.

I understand that the bill may come as a surprise to you today, and I am delighted that you brought it to our attention so that we could address it. This is not the experience we want you to have but don't worry, let's work on this together and check the best option that we have. I’m happy to help.

Thank you so much for reaching out to us regarding this, my apology for the experience you have with the previous agent, and I will make sure to address this opportunity. Don't worry I got your back, and I will make sure to sort this out today

Perfect! Thank you so much for your cooperation. The information that you have provided matches what is registered on the account. Going back with your query, can you tell me more about what happened on your bill?


EMPATHY TECHNICAL

I am so sorry to hear that you are having trouble with your Internet service. I know how important the internet is and I really understand how you feel right now. I've experience that myself as well, no worries, you got me, and I can assure you we can find a solution together.



My apology for the inconvenience that may cause you, I understand how hard it is having no internet connection. I can help you with that. I am also a customer like you, and I don't want this happening to you. No worries, as your technical support representative, I will do my best to give the best resolution today and I got your back.

Thank you for reaching out your query, I totally understand that this is about your internet connection. I know how it feels having that kind of issue. I can help you with that. I am also a customer like you, and I don't want this happening to you. I will not end this session without helping you with your issue.

Thank you for reaching out your query, I totally understand that this is about your Billing balance. I can help you with that. For us to start addressing your concern, I'll be asking you some security questions so that I can successfully pull up your account and assist you. Is that okay?

I see! I apologize for the inconvenience this has caused you. This is not the service we want to experience to our valued TalkTalk customer. Rest assured, you have me on the line we'll sort this out.


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We value the security of the account, in order for me to start addressing your concern. I'll be asking you some security questions to verify your account and assist you. Would that be okay?

Perfect! Thank you so much for your cooperation. The information that you have provided matches what is registered on the account.


HOLDING

Thank you so much for patiently waiting, . I have successfully pull up your account here in my end. Upon checking here, we need to run a diagnostic test on your line so, that we can determine what is the root cause of your issue and for us to provide you the best resolution.

Just a heads up, while running a diagnostic test, it will take time and I will be asking you some questions so I need your cooperation and patience because I cannot do this alone, we should be in this together, alright?



CLOSING



You are most welcome. By the way, there will be a short survey right after we end our chat. I would really appreciate your feedback on the service I provided. You can do this by staying on the line and keying in the answers to a few questions for us. Is there anything else I can assist you with aside from this?



It's great to know that we were able to sort this out for this query. Here at TalkTalk, we want to make sure that concerns such as what you are experiencing right now get sorted in a timely manner. I just wanted to mention we do have a brief customer satisfaction survey that we’d be very grateful if you were able to complete. You can do this by staying on the line and keying in the answers to a few questions for us. Thanks a lot. Thank you for choosing TalkTalk, this is Mayeth. Enjoy the rest of the day! Bye.



Awesome! Thank you so much for your time today. I can't express how much I truly appreciate your patience and understanding with me. It has been such a pleasure chatting with you again this is Mayeth, from TalkTalk Technical and Billing Department. Have a wonderful day ahead of you! Goodbye.


So, I won't be taking too much of your time, it was a pleasure assisting you today. Thank you for being the best part of TalkTalk and once again this is Mayeth from TalkTalk Technical and Billing Department. Have a great day ahead!




Thank you for choosing TalkTalk, this is Mayeth. Enjoy the rest of the day, Cheers!



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.




TRANSFER



Great! Thank you so much for confirming. As my resources here in my end are limited, let me connect you over to our dedicated team that could assist you further to resolve this issue. Please stay on the line whilst I'm transferring you. Thank you.



CANCELLATION



As per checking here in my end, cancellation of your contract can only be done via phone call. I will provide to you a contact number to our customer service to call on. Alright?



You can successfully process the cancelation of your contract via phone call. Please be inform that there maybe a chance that our representative can't pick up your call directly because they also cater some customers. Kindly keep on calling them until they answer your call and pretty sure they are happy to assist you sort your cancelation query.


GENERAL QUERY ONLY

Unfortunately, you have not passed the security questions to access the account,



RECAP



Just a recap, you chatted because you . With that being resolved, is there anything else I can help you with cx?



AUTO COMPENSATION



Here in TalkTalk, we have an auto compensation. Once our system will detect that you are eligible for this, it will automatically appear on your bill account after 30days.



I​f compensation is due for this fault our system will automatically apply this to your account. If this is the case, we’ll send confirmation of the amount to you by SMS or e-mail within 30 days of the repair



VOUCHER


TESCO 15 DAYS
AMAZON 30-37 DAYS
NETFLIX 90 DAYS
ECHO DOT 90-120 DAYS