Notes

OPENING SPIEL:

£ - POUND SIGN
IDV passed, Open TRIO and My desk no open complaint, check the account,
A pleasant afternoon to you, @. You are now through to Gioremie from Customer Service
&
Billing Support Team. I hope you, your family and friends are all safe and well. As I have checked your previous message your concern was all about (concern).
Please allow me to put you on hold within 3-5minutes to check your account about on your query, is that okay?
Thank you for letting us know. No worries, I would love to assist you with your query today. I will ensure that you obtain the resolution that you are looking for.
I do apologies for the inconvenience,
Hi, XXXXX. A very Good Morning/Afternoon/Evening to you.
I am sorry that it has taken longer than usual for your chat to come through to us. We are currently experiencing high chat volumes, which is the reason for the delay.
However, my name is NAME from TalkTalk Technical/Customer Service
&
Billing support, now that your chat is through to me, I will do my best to assist you. I hope you are doing well today. How can I help you?
Thank you so much for bringing this concern to us. I'll be more than happy to assist you with this concern. And since you reach me here, rest assured that I will give you the resolution that you are looking for.
I totally hear you on that. Please accept my sincere and unreserved apology for any inconvenience it may have caused you. Rest assured I will be more than happy to help you resolve your query as quick as I can.
I appreciate that you contacted us regarding your concern. I know how hard it is to see your bill increased without knowing, no worries I will try my best to make this thing sorted.

EMPHATY:

I totally understand your concern about the connection of your internet. Rest assured that I can help you with your concern and provide you the best resolution of your problem.
Thank you for letting me know and I am very sorry for the inconvenience. Yes, I would love to assist you with that. However, we have dedicated department to cater our customer through call as I only have limited access here. I can give you there contact number if you like.

IDV:

We value the security of the account, before we proceed, and for me to assist you further I'll be asking some questions for me to pull up the account. Would that be, okay?
For now, let's verify first your account for security and safety purposes. Can you please provide to me the 1st and 3rd characters of your telephone password? please note that you don't need to provide the whole password.
Security questions
You're welcome. In order for us to start addressing your concern, I'll be sending you security questions so that I can successfully pull up your account. Is that okay?
To start with, may I have the register mobile number on the account please?
Great! Can you provide me also what is the email address you have registered with us?
Thank you for that. May I know What are the last 4 digits of your bank account registered for direct debit with TalkTalk?

PULL UP THE ACCOUNT:

Thank you so much for your time and patience in this process. I really appreciate it. Right now, I successfully pull up your account and let's go ahead with your concern.
By the way, to address you properly, would it be fine if I will address you by your first name?

IDV FAILED:

I can see here that the security information provided is not allowing me to have a full access on your account. I would suggest you double check your information by logging in to your TalkTalk MyAccount. Once you've updated or double check it, please chat us back so we can proceed with the resolution of your concern for today. Here at TalkTalk, we take your account security seriously.

CLOSING SPIEL:

Anything and anytime for a valued customer like you,
Are you happy and satisfied with the service that Talktalk provide to you?
Is there anything else that I can assist you aside from this?

SURVEY SPIEL:

Great! If there is nothing else, I can help you with, I just want to mention that we do have a brief customer satisfaction survey that we'd be very grateful if you were to complete. You can do this by staying on the line and keying in the answers to a few questions.
You have been great all through out. Thank you for taking this time to chat with us. If you do encounter another issue, questions in regard of your bill and account, please do not hesitate to contact us again. You can also visit our website for additional troubleshooting/queries:
https://community.talktalk.co.uk
. Again, this is Gioremie from Customer Service and Billing Support Team, have a wonderful day. Please stay safe, goodbye for now. Cheer!

CLOSING WITH EMPATHY:

“My sincere apologies once again for any inconvenience. Thank you for your time and patience.”
I just want to check if everything is okay as I haven't received a response from my last post to you?
I hate to let you go, but it seems you are unresponsive and for that I have to end our chat session to assist the next customer waiting. Feel free to contact us back in your earliest convenience.
I hate to let you go, since as per checking you already seen my last post, please reply from my last post to you so that I can be able to fully assist with you. I will give another 5 minutes as I hate to disconnect this chat.
Hi, Customer. I have waited for you here in chat and it seems like you are already away from the chat or doing important matters. I will need to close the chat as you have been unresponsive.
If you have additional questions in the future, please do contact us. You can also visit our website for additional troubleshooting/queries:
https://community.talktalk.co.uk
. Again, this is Gioremie from Customer Service and Billing Support Team, have a wonderful day. Please stay safe and goodbye for now.
For raising a complaint (spiel): I totally understand (cx name). No worries, as requested, we will raise this to our Support as this callback request will be queued over with their department. You will be notified about the callback via text message once the callback will be set up.

TRANSFER:

Thank you so much for bringing this concern to us but as much as I love to help you resolve your concern, I only have limited resources here on my end. But nothing to worry I will transfer you to our relevant department who can assist you further about your query.
I am now transferring you to our _____ 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.
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.
As much as I would love to assist you further with your concern, I only have limited resources here in my end. But nothing to worry, I'll connect you over to the right department who can assist you further with this matter.

ASSURANCE:

Rest assured that I have documented everything in here, so you won't have to repeat yourself once you contacted us again. The next representative will simply continue the process that we already did. Please don't hesitate to contact us back.
You may contact them via 0345 172 0088, they are open from: Monday - Friday 9am - 7pm; Saturday - 9am - 6pm; Sunday - Closed Once routed to an IVR/agent, tell them to transfer the call through our Retentions Team which is also known as cancellation department.
Here's the thing since we already do the simple troubleshooting steps like clear cache, resetting the password and still can't be able to log in my account. For me to extend my help for you I will raise this as an escalation to one of our escalation team and this would be a high priority. Please be advised that after I log this escalation and submit it successfully, we will wait for 1 days for the feedback on this escalation and after that we will wait normally 7 days for the resolution on this my account.

EMPATHY FOR ANGRY CUSTOMER:

“If I were in your place, that would be frustrating to me as well.”
I understand your frustration, I’d probably react in the same way.

SUMMARIZING THE CONVO:

“Just to make sure we are on the same page; you wish to get a full refund for your recent purchase. Did I get that right?”
We’d like to keep you updated with news about TalkTalk products, tips to help you get the most from our service and exciting offers too.
If you would like to hear about these things, then tell us how you'd like us to get in touch.
The options are:
- Email
- Text
- Push notification
- Telephone
- Post
You can change your preferences any time in the My Account Preference Centre or by calling or chatting with us.
Can you please choose an option above,
May I ask regarding on the contact preferences if which your method you preferred,
- Email
- Letter
- SMS
- Telephone